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    Information Technology Service Delivery Manager - Greater London, United Kingdom - Greensleeves Care

    Greensleeves Care
    Greensleeves Care Greater London, United Kingdom

    3 weeks ago

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    Description

    Job Description

    Join Greensleeves Care as a permanent IT Service Delivery Manager

    Are you looking for a rewarding career with a reputable charity? Join Greensleeves Care as a full time, IT Service Delivery Manager, this is a permanent post.

    Responsible to: Head of IT

    Direct line reports: 0

    Location: Head Office (Central London) with some travel to Greensleeves Care Homes located across England.

    Purpose of Position:

    • Serve as technical team lead on programs or projects that are assigned by Head of IT.
    • Responsible for trouble shooting network connectivity issues.
    • To effectively project manage the upgrade of our IT infrastructure and Wi-Fi capabilities, to meet the needs of the Trust.
    • To support the Greensleeves Care site networks in line with the strategic and operational organisational requirements whilst ensuring the safe and reliable running of all ICT systems, to maintain a high-quality service for employees and residents.

    Principle Responsibilities:

    • Responsible for the technical hardware and software delivery and management of the project lifecycle including planning, implementing, and maintaining of such solutions.
    • Implement and manage appropriate controls relating to projects including governance, budget and quality to ensure outcomes are met.
    • Manage stakeholder expectations, by providing regular updates within the Trust to ensure visibility of on-going change management.
    • Troubleshoot hardware and application configurations which relates to workstation performance and end user experience.
    • Test and deploy system updates/patches to the end-user environment.
    • Manage and ensure the adherence of SLAs within IT Service delivery.
    • Support the Head of IT with maintaining the security of the Trust's network.
    • Maintain documentation of systems, maps, procedures, user, and technical information.
    • Serve as escalation point of contact wit the primary focus on restoring services.
    • Build automation into daily processes to improve the ease of doing business.
    • Manage multiple end-user support and business as usual requests effectively.
    • Manage service escalation to resolution and identify continuous improvement opportunities as appropriate.
    • Keep the knowledge base for IT support updated with resolution and process appropriately.
    • Working in collaboration with our 3rd party IT support desk, to ensure escalation of service ticket resolution, ensuring timely and accurate customer service.
    • Ensure that the technical hardware and software issues are properly resolved.
    • Assistance where required to "out of hours" critical alerts and escalation to the relevant stakeholders.
    • work closely with the Head of IT and IT Manager on various IT related projects that form part of our strategic transformational plan for the Trust.
    • Undertake other duties as may be reasonably requested and assigned by the Head of IT or Digital Transformation Director.

    Skills required to succeed in this role:

    Essential

    • Relevant Degree or equivalent experience
    • Project Management qualification i.e. Prince 2
    • IT Project Management experience.
    • Excellence in communicating and presenting technical information to non-technical stakeholders both verbal and written.
    • Experienced working within a team to facilitate project work.
    • Hands on knowledge of the procedures used in the installation, modification maintenance and repair of IT hardware and software.
    • Good LAN / WAN / WIFI knowledge.
    • Good working knowledge of major networking components, network operating systems and basic computer hardware components.
    • Ability to work both independently and as a part of a small internal IT team.
    • Ability to work autonomously within defined parameters, with little or no supervision.

    Desirable

    • Change management experience.
    • Windows 10 desktop with broader knowledge of legacy Windows systems.
    • Mitel Telephony
    • Understanding of Azure and Active Directory systems
    • InTune management
    • MFA and Cyber Security

    Why you should work for us:

    • We are a not for profit organization, you will work for a charity that aims to make a difference and gives you a sense of purpose
    • Excellent Group personal pension plan
    • Cycle to Work Scheme
    • Free Learning and Development programme
    • Death in service benefit; Greensleeves Care provides a discretionary death in service benefit equal to 2 x the employee's annual salary.
    • Blue Light Card access which offers a range of online and high-street discounts
    • Paid breaks and Greensleeves Care sick pay scheme
    • Employee Assistance Programme
    • Voluntary Healthcare Scheme
    • Voluntary Lifestyle Benefits through our Hapi app
    • Length of Service Awards at 5,10,20,30,40 and 50 years
    • Competitive rates of pay in comparison to the health and social care industry.
    • Free DBS check
    • Mental wellbeing is of paramount importance to us, which is why our employees can access Thrive, our NHS approved mental health app.
    • Refer a friend Scheme with a £350 pay-out for each referral

    Please note that we reserve the right to close this advert early if we get enough suitable applicants, early application is recommended.

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