Service Delivery Manager - Bristol, United Kingdom - eFinancialCareers

eFinancialCareers

Verified Company

Bristol, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Excited to grow your career?

Our purpose is to empower people to save and invest with confidence. We are looking for great people to join us, so please come and invest in YOUR future at HL.

About the role

Reporting to the Head of IT Service Management & Delivery, the IT Service Delivery Manager will act as the link between internal IT Support functions and the business during major incidents, service reviews, and process forums, making sure all teams areaware and involved at the right level.

Using our IT Service Management framework, the IT Service Delivery Manager will agree, create and manage SLAs, OLAs, UCs and KPIs across different teams and departments.

What you'll be doing

Work with Process owners (Incident, Problem, Request, Change and Release), ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
Owner of the escalation process, the Service Delivery Manager will work with Major Incident team to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Champion for Service Transition and Introduction of new Services, supporting in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed
Be accountable for the quality of Service and performance; ensuring future demand from growth and projects are understood and factored into capacity plans for all associated systems
Drive internal and thirdparty service review meetings covering performance, service improvements, quality and processes
Make data driven decisions, using ServiceNow (ITSM) and survey feedback to develop strategies for continuous improvement and shiftleft
Responsible for implementing, reporting, and analysing performance metrics such as SLAs, OLAs, UCs and KPIs
Work with IT Managers and business stakeholders to drive Continual Service Improvement
Make the IT Service Management & Delivery team the reference point of contact for all IT escalations and Monthly Service Reviews with different stakeholders

About you

A solid understanding of ITIL (ITIL foundation is required)
Knowledge and understanding of best practices for service management and all relevant industry standards
Previous IT Service Delivery Manager experience
Leading a highly motivated and high performing team who can operate efficiently; effectively; productively and cost effectively
Experience managing ITSM tools (ServiceNow)
Ability to balance and plan the shortterm actions of the team
Strong communication skills, including the ability to be influential and persuasive with stakeholders

Interview process
2 Stage Interview Process

Working Schedule
We are based in Bristol, BS1 5HL. This role is a permanent role and full time. We have returned to the office, however for this role we offer a hybrid flexible working pattern.

Why us?
Here at HL, we're the UK's number 1 investment platform for private investors, based in Bristol. For more than 40 years we've helped investors save time, tax and money on their investments.

To achieve our mission, we believe we have a workplace like no other, with constant learning, dynamic teams, and a great ethos.

We're steered by core values that promote service, quality, innovation, and opportunity in everything we do.

What's on offer?

Discretionary annual bonus & annual pay review
25* days holiday plus bank holidays and 1day additional Christmas closure time
Option to purchase an additional 5 days holiday per year
Flexible working options available, including hybrid working
Pension scheme up to 11% employer contribution
Sharesave scheme have a real stake in HL's future
Income Protection & Life insurance (4 x salary core level of cover)
Health care cash plans including optical, dental, and out patientcare
Gympass gym memberships and wellbeing apps available
Variety of travel to work schemes with free bike storage and shower facilities
An inhouse barista serving subsidised coffee and snacks
Join HL's sports, I&D networks and volunteering groups (two paid volunteering days per year)
LifeWorks Discounts on services, restaurants and retailers

- up to 30 days depending on role level & increasing with length of service

This role may also be available on a flexible working or part time basis - please ask the Recruitment & Onboarding team for more information.