Service Delivery Manager

To Manage and provide high quality operational and technical application and systems support to Intersoft customers and internal business functions. Owner of the Incident, Problem, Change and release management process for respective projects, ensuring Incident and problem management goals are achieved. Minimizing the adverse impact of Incidents and Problems on the business and preventing reoccurrence of Incidents.

As a Service Delivery Manager you will be working closely with the Head of Testing and Service Delivery, Application Support Team and Test Manager to ensure the Environment, change, and release Management process are followed as implemented and agreed. You will be responsible for the development and implementation of documented Processes and Procedures where required with self-initiatives. You will also be responsible to ensure Live issues are followed up and fixed within SLA's. Preparing service review reports, and working closely with relevant departments and stakeholders to report Issues when required.

Key responsibilities include:

Work with DevOps enabled cross-functional teams to support best practice incident and problem management, change and release management and monitoring, logging, and alerting for both production and non-production environments

Produce DevOps and Service Management metrics and reports

Assist cross-functional teams with problem management and retrospectives

Assist cross-functional teams with change and release management - the path to live

Support the cross-functional teams with the transition to live - service acceptance process.

Ensure effective end-to-end service delivery of services through day-to-day interaction with established IT and Product teams

Ensure there are robust procedures and processes within the application support function remit

Follow appropriate departmental and company procedures and policies (i.e. change control, security and auditing, release, configuration, problem and incident management).

Maintain good working relationships with internal departments as well as 3rd party vendors and hosting providers

To examine potential areas for Service Improvement and raise proposals with the Service Heads and Product Owners

Design, prepare and conduct training relating to Problem Management and the appropriate usage of the Support Management Service

Provide timely and expert advice on emerging trends and issues affecting Service Delivery and Support. Develop strategies to allow Application Support to manage resultant problems

Planning of application/infrastructure releases and configuration changes

Provide input to application/infrastructure scalability

Interact with internal teams and external 3rd party vendors to facilitate troubleshoot calls and resolution of complex problems

Design appropriate metrics for reporting on key performance and quality indicators, particularly in terms of in-depth trend analysis

• Sound knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management, and Change/Release Management


• A proven track-record of developing and delivering service improvements


• Proven and extensive experience of service management & application production support with knowledge of service recovery, incident and problem management


• Experience using service management, service monitoring, knowledge management, communication and workflow tools, e.g Jira Service Desk, Service Now etc


• 5+ years' hands-on experience as Service Delivery lead/manager


• Extensive problem solving and debugging skills


• Experience in providing services to agreed SLA's


• Experienced in Problem and Incident Management


• Excellent interpersonal and communication skills


• Flexible in working outside of core business hours at short notice


• Must be able to work closely with the Test, BA & development teams


• Self-motivated and highly professional with ability to lead and take ownership and responsibility


• A strong team member and player


• Strong attention to detail


• Ability to multi-task, work under pressure and to tight deadlines


• A desire to learn and improve skills and knowledge.


• Adaptable and flexible to business demands


• Strong organisational and planning skills


• Positive 'can-do' attitude.


Beneficial skills:

• Previous work experience within the logistics industry


• ITIL Advance level or equivalent certification is desirable but not essential., Do you have proven knowledge of ITIL, Agile and DevOps including experience of Incident Management, Problem Management, and Change/Release Management?


• Do you have experience of using service management tools, i.e. Jira Service Desk or Service Now?


• Do you have a proven track-record of developing and delivering service improvements?


• Do you have extensive extensive experience of service management & application production support with knowledge of service recovery, incident and problem management?


Experience:

• service delivery management: 5 years (required)


Language:

• English (required)
  
  Intersoft is an award-winning delivery management software provider and part of the Royal Mail Group. Our software has led the market in providing innovative shipping solutions since 1993 for retailers and third-party providers.


Our solution, Intelligent Shipper, integrates directly into multiple carriers and provides smart and convenient delivery methods such as Tracked, Click and Collect, Locker Boxes, Next Day and more to help retailers and brands scale eCommerce.

As a business, we are continuously striving to be better. We foster an environment that allows our diverse and highly talented team to think, plan and further improve themselves and the software we develop. And we believe this is working, as 96% of our employees said Intersoft is a great place to work!

What we offer:

• Fast growing, ambitious company with over 25 years' experience


• 96% of our employees said that Intersoft is a great place to work!


• UK's Best Workplaces and Best Workplaces for Wellbeing 2023


• Annual performance-based bonus incentives


• Real time, 360-degree performance feedback


• Full private health insurance through our healthcare partner, Vitality Health


• Group Life Insurance and Income Protection


• BUPA Dental Insurance


• 23 days holiday, rising to 26 days per years' service + all UK Bank Holidays


• Holiday buy/sell scheme


• Employer pension contributions up to 10%


• AIG LifeWorks employee assistance programme (EAP) - 24/7 support for mental, financial, physical and emotional wellbeing


• Work-life balance - flexible working and work from home


• Professional development including learning and development, individual development plans, formal mentorship programs, professional tuition reimbursement


• Regular socials, monthly engagement activities, wellbeing days and more


• Paid time off when you are physically and mentally unwell


• Intersoft's Climate Positive Workforce initiative aims to offset employee carbon emissions and mitigate their impact on the environment. For each employee, ten trees are planted monthly through Intersoft's environmental partners Ecologi


• A picturesque, rural office. Within walking distance of Windsor Great Park


Intersoft promotes equal opportunities and embraces diversity. Our success lies in cutting-edge technology, a talented team, and the ability to stay one-step-ahead of the delivery process.

Job Type: Full-time

Pay: £45,000.00-£50,000.00 per year

Benefits:

• Additional leave


• Bereavement leave


• Casual dress


• Company events


• Company pension


• Cycle to work scheme


• Discounted or free food


• Enhanced maternity leave


• Enhanced paternity leave


• Free flu jabs


• Free parking


• Health & wellbeing programme


• Life insurance


• On-site parking


• Paid volunteer time


• Private dental insurance


• Private medical insurance


• Referral programme


• Sick pay


• Work from home


Schedule:

• Monday to Friday


Supplemental pay types:

• Bonus scheme


• Performance bonus