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    Service Delivery Manager Work From Home - United Kingdom - Iaggbs

    Iaggbs
    Iaggbs United Kingdom

    2 days ago

    Default job background
    Description
    The British Airways (BA) IT Operations Team is part of BA Digital within the International Airlines
    Group (IAG), one of the world's leading airline groups and owner of some of the biggest brands in the
    Our vision is to become the most trusted digital airline. colleagues, accelerate business performance, increase shareholder value, and protect our business
    through the innovative and agile use of technology and data.
    Together, we are building a better BA.
    Delivery of agile, efficient and resilient Group end-to-end services, for the relevant Operating Company (OpCo)
    Leadership of IAG Tech Service Delivery for the relevant OpCo, working in partnership with the wider O&I management teams to remediate issues and ensure gap closure
    Draw on broad knowledge of the relevant OpCo technologies, processes and business areas, to deliver business partnering and leverage of IAG Tech O&I services
    Escalate cross-supplier areas that require improvement, providing Business Service specific input collaborating with the O&I Service Management Leads to review Provider proposed initiatives
    Work across Group and with third-party supplier partners to ensure delivery to defined O&I strategies

    Identify evolving business needs, developing the supporting O&I strategy to drive innovation, concept assessments, risk analysis and ultimately business case development.

    Leveraging of any relevant OpCo business intelligence and insights
    Use thorough understanding of the relevant business area, ensuring the provision of a robust IT service to the business, improvement of service levels and operational integrity
    Monitor, control and support service delivery; Collaborate with other Service Delivery Managers to ensure solutions are developed to improve business performance (KPI and SLA performance)
    Act as the key contact for the relevant OpCo, ensuring effective service review meetings covering performance, service improvements, quality and processes
    Work closely with stakeholders and Production Support teams to ensure projects are transitioned smoothly into in-life Support
    Deliver operational excellence for both Group and the relevant OpCo, driving synergies in cost models and service catalogues
    Manage and drive improvements to levels of service performance, via detailed metrics, ensuring service incidents/problems are managed through to resolution integrity
    Lead service improvements based on analysis of metrics and satisfaction surveys, identifying trends and issues impacting service delivery, collaborating across O&I to remediate issues
    Build trusted relationships with senior stakeholders across the Group to establish economies of scale and share learnings
    Act as key point of contact for the relevant OpCo driving client relationship management, including monthly service reviews to cover quality, cost and service delivery
    Manage engagement with the Business, ensuring delivery of maximum value from IT services and products, including identification and knowledge acquisition of business system owners
    Investigate all instances of service non-availability and instigate necessary remedial action to ensure system availability
    Play an active role in strategic relationships with suppliers, negotiating contracts to meet technical, service and cost requirements. Define service levels and problem resolution procedures, along with the process for non-compliance.
    Influence the design and development of new and changed systems and services to optimise operational efficiency. Accountability for sign-off of go-live services, providing robust challenge during service introduction
    Ensure the risk position of the relevant OpCo infrastructure and services is fully understood, collaborating with stakeholders to agree and action relevant mitigations
    Maintain and monitor Service Performance Levels for all operations, controls and processes to ensure a high level of customer satisfaction
    This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities
    Detailed understanding of the operational and technical architecture underpinning the IT service landscape in high volume mission critical e-Commerce or similar

    Demonstrates clear leadership and an ability to influence and persuade across the organisation at senior levels, leading by example and aligning stakeholder groups around a common vision.

    Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the organisation.

    Effective senior stakeholder management, balancing and finding compromises between opposing views and opinions
    Fluent written and spoken English
    Senior level IT leadership, gained in a complex global organisation
    Proven track record within Service Delivery management in a cross-matrix environment
    Proven experience building and running operation and infrastructure teams with specific experience of implementing Cloud solutions at an Enterprise level (e.g. Data, Infrastructure, Applications, Process)
    Proven experience of leading and motivating teams, collaborating to improve quality and efficiency
    Experience of working within an Agile Product Centric environment using frameworks such as SAFe.
    #
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