Job Description
JOB DESCRIPTION
Section 1 – Details
Job Title Senior Service Delivery Manger
Band / Grade Associate
Team Service Integration and Management (SIAM)
Responsible to / Line Manager Principal, Service Integration and Management
Direct Reports No direct reports
Location Nearshore/ Onshore
Section 2 – Purpose of Job
The Senior Service Delivery Manager will perform an ITSM consultant role within the Service Performance, Governance & Assurance function in SIAM team, acting as a catalyst for Continuous Service Improvement within the organisation and providing Service Level Management support to the Service Level Manager.
Provides Subject Matter Expertise in the adoption of standards and good practice, focussing on improving IT services to better align with business objectives by identifying and implementing improvements in processes and systems across the customer Ecosystem (internal IT support teams, Third Party Vendors and Suppliers/Partners).
Accountable for defining, documenting and integrating Continual Service Improvement (CSI) policy and process across the Ecosystem, and chairing the CSI Forum in a standard, consistent manner that drives stability, quality, efficiency and effectiveness, in line with ITIL best practice
Working alongside the Service Level Manager, the role will help convert existing agreed contractual SLAs into report condition formula to enable SLA configuration in Service Now, may also require negotiating SLA conditions with Suppliers and customer SLA owners.
Working alongside the Supplier Service Performance Manager & IT Service Reporting team, the role will be responsible for helping define performance measures, analysing performance data and presenting information on current processes and performance to help make recommendations for improvement and working with key stakeholders to implement these and assess their effectiveness once introduced.
Section 3 – Accountabilities & Responsibilities
The prime responsibilities for this role are:
- Provides subject matter expertise in IT Service Management, Service Level Management, Continual Service Improvement and Service Performance & Governance.
- Accountable for ensuring a coordinated approach to improving Ecosystem performance, through defining, documenting & integrating Continual Service Improvement policy, process & standards across customer
- Accountable for governing CSI across customer Ecosystem, promoting & embedding a CSI culture and operating model within the organization, sharing best practices and learnings with colleagues
- Accountable for managing any Ecosystem underperformance or areas for improvement through Continual Service Improvement (CSI) procedures and managing through to remediation.
- Manages the pipeline of improvement ideas, prioritising initiatives based on their potential impact and alignment with business goals.
- Working closely with various teams, including IT operations, ITIL Process areas, Suppliers and IT leadership team, to ensure successful implementation of improvement initiatives
- Accountable for assessing the effectiveness of the implemented solution and to document the business impact of the improvement and return on investment
- Supports the Service Level Manager (SLM) to map customer end to end service levels, starting with Business Services, Service Provider (internal or supplier), SLAs/ OLAs/UCs
- Support SLM by conducting reviews & impact assessment of existing services, service agreements/contracts to ensure end to end Business Service Levels aren’t at risk.
- Work with Service Design & Technology (SD&T), Project teams, Procurement, Commercial Vendor Mgmt.& Supply Partners to ensure Contracts & UCs support Business Service Level requirements
- Convert existing /agreed SLAs & UCs into report condition formula to enable SLA and/or report configuration in Service Now, which may require negotiating & buy-in re defining SLA conditions
- Negotiate, get buy-in to define, maintain & measure OLAs within customer Eco-system (internal IT Technical Teams, ITSM Processes and Supply Partners)
- Accountable for establishing & chairing CSI Forum with in-house IT support teams, ITSM processes and functions, SLT, & Suppliers &
- Accountable for defining and establishing a standard reporting approach for CSI and for helping produce relevant report materials
- Accountable for establishing, embedding and the management of CSI Register
Section 4 – Knowledge, Skills, Experience & Qualifications
- Must be proficient across all ITIL processes and ITIL accredited to at least version 3 Practitioner level
- Must have extensive experience in CSI – min. 3yrs experience, ideally having previously implemented CSI or at least executed CSI process within a multi-tier SIAM model
- Must have extensive experience in Service Level Management - min 3yrs experience, ideally having previously implemented SLM or at least executed SLM process within a multi-tier SIAM model
- Must have significant experience of defining & configuring SLA report conditions in Service Now
- Must be proficient in chairing IT Svc Performance /Governance meetings – min 3yrs experience.
- Must be proficient in defining KPIs, performance targets & performance metrics–min 3yrs experience
- Must be able to work on own initiative and make decisions.
- Must have strong organisational skills and be able to multi-task.
- Must have excellent communication skills (written and verbal) and able to communicate effectively at all levels both internally and externally.
- Should be able to manage conflict and negotiate successful outcomes.
- Excellent interpersonal and influencing skills, in particular service orientation and be able to build & maintain effective relationships with suppliers and internal customers.
- Should have good analytical and reporting skills and be proficient in reporting from Service Now
- Should have experience producing service governance artefacts e.g. report packs, balanced scorecards
- Desirable if experienced and participated in Audits relating to supplier governance
- Desirable if experienced in reporting using 3rd party report tools such as Power BI, Tableau etc.
Section 5 – Challenges
The role deals with various service providers; Internal IT support teams, ITSM Processes and multiple suppliers, which includes various levels of service metrics, SLAs, OLAs, KPIs, underpinning Contracts etc. The challenge is structuring, managing and maintaining a governance framework that effectively measures and tracks IT service performance across the Ecosystem in a standard, consistent manner that drives stability, quality, efficiency and effectiveness, in line with ITIL best practice to help ensure customer maintains the levels of service to our business and customers.
Driving any underperformance or areas for improvement through Continual Service Improvement.
