Job description:ROLE Service Delivery Manager (IT Operations) DIVISION Information Communication Technology (ICT) DEPARTMENT IT Service Delivery REPORTS TO Head of? Service Delivery NUMBER OF DIRECT REPORTS 2? SPAN OF CONTROL (NUMBER OF INDIRECT REPORTS) 8 OVERALL ROLE PURPOSE ? To maximise service availability and quality of? XXX UK?s IT infrastructure services, for our internal and external customers. Responsible for provision of IT Services through leading the Service Support Team and the provision of Infrastructure services in partnership with XXXX Infrastructure Services. ? KEY ACCOUNTABILITIESSKILLS AND BEHAVIOURSRole Specific? ????????? Responsible for the provision and management of all IT Support and Infrastructure Support Services, both internally resourced and from third party service providers (e.g. LPIS, Verizon, Sungard). ????????? Leading Service Support Team to deliver best in class services to XX UK internal and external customers. ????????? Delivering performance and service to agreed SLAs & OLAs through effective management of internal support teams and 3rd parties? ????????? Day to day operational interface to 3rd party suppliers including XXX Infrastructure Services ????????? In conjunction with the Service Managers define service measurements and performance management metrics & reporting to agreed standards. ????????? Define, develop and maintain the Service Catalogue and the Service Desk Tool ????????? Identifying and implementing Service Improvements within Service Support ????????? Ensure relevant process- and support documentation is in place and kept up to date ????????? Contribute to the business and ICT strategies, collaborating with LP Corp, LPIS & other LP countries. ? ? Job Family: People Manager (T. Grade 3) ? Demonstrating the XXX? Service Style (Level D) Recognise customer & colleague needs and provide a consistently high level of service that exceeds all expectations. ? Business Awareness (Level D) Identify how to expand business activities; looking for opportunities.? Also to define the business direction for a client business or client group, internally/externally. ? Making Decisions (Level D) Investigate and analyse issues objectively and make sound decisions that maximise opportunities for the business. ? Building Relationships (Level D) Develop and build productive working relationships internally and externally to deliver value for customers and for XXX ? Communicating Effectively (Level D) Convey messages in a confident and engaging way; listen and share information to create openness and joint understanding. ? Driving for Results (Level D) Own issues; be energetic and resilient and take action to make things happen through to their absolute completion. ? ? Relationship Management? ????????? Build relationships and develop the trust of the customer. ????????? Enhance the customer experience ????????? Working closely with the IT Service Managers ensure services are delivered within the agreed ITIL framework and the required standards are followed for i.e. Incident, Problem, Change & Release Management, ? People Management ????????? Motivate, develop, coach and lead the team to deliver excellent service to agreed Service Levels ????????? Accountable for the performance management of employees within defined area of responsibility, including completion of reviews within XXX?s Competency and Performance (CAP) process. ????????? Responsible for ensuring that employee development needs are recognised and supported and that ongoing development is encouraged.? This includes championing and supporting the use of Individual Development Plans (IDP?s). ????????? Responsible for all aspects of resource management within defined area of responsibility, including planning, resourcing and recruitment. ????????? Manage all aspects of employee related budgets and headcount plans ensuring balance between cost efficiencies and work requirements. ????????? Adherence to the Company?s Health and Safety Policy ensuring all employees, within areas of responsibility, are compliant under the same policy.? Ensuring that a safe and healthy working environment is encouraged at all times. ? Financial Control? ????????? Grade 3 ? responsible for managing within an agreed budget ? Reporting & Systems (including Service Level Agreements - ?SLAs?) ????????? Meet all agreed SLA?s and Key Performance Indicators (KPI?s). ? Delivering Great Service ????????? Maintain a high level of service focus in the team, ensuring? XXX Service Style is adopted at all times. ????????? Ensure strong customer centricity and business alignment of team?s activities. ????????? Keep aligned to market developments & adopt best practice. ????????? Support the global business and maintain strong external focus and relationships. ? Policy Compliance ????????? Ensure the team adheres to and complies with XX UK and Global ICT policies and related standards regarding confidentiality, integrity and security. ? Developing/Empowering People (Level E) Lead others by means of a framework of allocated responsibilities, to develop performance, contribution and overall potential to ensure the business has the people to meet its current & future needs. ? Team Building (Level D) Participate fully in the team and create an environment in which team members and colleagues collaborate and deliver common goals. ? REQUIRED KNOWLEDGE & EXPERIENCEREQUIRED QUALIFICATIONS????????? 3 years managing service support and service management, preferably in financial services? business. ????????? Comprehensive understanding of ITIL Service Delivery and Service Support disciplines. ????????? Solid coaching ethic, with a great record of developing people ????????? Successful record of achieving continuous service improvement and development of ITSM processes. ????????? Proven experience of building strong and effective relationships with team, stakeholders, customers and partners. ????????? Good inter-personal & communication skills, experienced in communicating with senior stakeholders and customers, as well as the team. ????????? Proven ability to influence without authority. ????????? Strong change advocacy and leadership. ????????? Ability to work under pressure & identify & prioritise key issues, in a dynamic environment. ????????? Conscientious & motivated, capable of working with minimal supervision. ????????? Versatile manager of outsourced and third party services. ????????? Experienced in defining service models (services, SLAs, cost, etc). ????????? Excellent understanding of IT governance. ????????? Solid record of operational financial management. ????????? Strong business acumen, comprehensive understanding & knowledge of IT technologies ????????? Strong engagement and outcome-based delivery ethic. ????????? Fluent in business English ? written and verbal. ????????? Financial Services? experience advantageous ????????? Degree educated or equivalent experience. ????????? ITIL II or III Foundation Level. ????????? ITIL II or? III Practitioner desirable ????????? Prince2 foundation ? desirable. ? ? ? ? ? WORKING ENVIRONMENT ? ????????? Full mobility required. ????????? Full current driving licence required. ????????? XXX expects all employees to keep up to date and adhere to XXX policies and procedures. ? XXX? UK is an equal opportunities employer and is totally committed to the principle of equal opportunities, and to establishing and maintaining a working environment in which all employees are treated with dignity and respect, and all forms of unlawful discrimination are opposed. This profile is a summary of the typical accountabilities of the role, and is not intended as an exhaustive list of all possible responsibilities, tasks and duties that may from time to time be required in the role. Service Delivery Manager(IT Operations)? G3 final 03.08.11 logET();
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