Senior IT Service Delivery Manager

As the Senior IT Service Delivery Manager, you will report into the Head of IT and work closely with stakeholders from a number of teams within the IT department. You will be responsible for manging a team of analysts, prioritising ticket responses, producing monthly reports on performance, challenges and wins, as well as building new processes and procedures to drive improvements in the IT department. You'll need expertise in : Windows OS, Office 365 Admin, Exchange Admin, Teams and SharePoint, MDM applications, Intune, SCCM, Active Directory and Azure AD. Your main responsibilities will be :

• Ensure that policies and processes are in place to deliver consistent, efficient, and effective services.
• Formulate both short-term day-to-day and longer-term IT Service Delivery plans and identify and work on continuous improvement of the service.
• Professionally and effectively represent IT to both the internal business and to all IT third party vendors and suppliers.
• Understand and identify business challenges and develop strategies and solutions to deliver added value to the business.
• Point of escalation - ensuring escalated issues from customers and colleagues are resolved effectively and in a timely manner.
• Governance - assisting in defining and implementing processes & standards and ensuring staff adhere to them.
• Supports budget related conversations on different levels.
• Innovate and encourage innovation within team members.
• Coach and mentor less experienced staff as required.
• Empower staff to take responsibility for their jobs and commitments.
• Foster a spirit of teamwork inclusion and unity amongst the teams.
  
  Experience within a similar role
• Experience managing major incidents and escalations
• Ability to work in a fast-paced environment
• Experience of ITIL processes and service delivery software
• Experience working with Microsoft technologies
  
  Working an average of 37 hours per week over 5 days
Mon - Fri office hours with flexibility and on call level 2 The Reward : In return we offer a competitive salary and a variety of valuable benefits, including :
• Free duty and leisure travel on SWR services for employee
• Free leisure travel for spouse / partner and dependants (criteria dependant)
• 75% discount on many other train operating companies
• Full training and support with development
• Large range of exclusive retail offers
• Excellent pension scheme