Job Title: IT Service Delivery Manager
Contract Type: 6 month FTC, full time, part time, job share considered
Start date: Week commencing 6th January 2025
Salary Range: £50,000 - £60,000 depending on experience
Location: Hybrid; will require travel to our Ageas UK offices predominantly Eastleigh and London
Closing date for applications: Sunday 15th December 2024

IT Service Delivery Manager: At Ageas, we have a rare and exciting opportunity to join our IT Department, working within the Infrastructure and Operations team as IT Service Delivery Manager on a 6 month FTC. The role of IT Service Delivery Manager is pivotal to our continued operational success, managing the day-to-day service delivery of defined IT services. You will also have ownership of the service management relationship across all service lines (applications and Infrastructure) and providers, acting as bridge between our Service providers and Ageas.

Due to the nature of the role, you will be required to attend our Ageas UK Offices on a weekly basis.

Main Responsibilities as IT Service Delivery Manager:

·        To drive service definition and mapping initiative working with the different areas to ensure the information exchange is established, maintained, and continually improved as part of the overall service improvement plan. This should include working with the other stakeholders to ensure the appropriate governance, and control framework is established.

·        Attend and working with Vendor Management for all 3rd party Service reviews, ensuring service SLAs are reported on and are met.

·        Ensure performance management is a key part of the service requirements agenda for all service improvements.

·        Own and drive the management reporting, working with stakeholders to ensure requirements are understood and form part of the service improvement process.

·        Champion and evangelist for the service lens approach, ensuring the Service agenda is always at the front of all engagements and improvements.

·        Engage in meaningful interactions and relationships with key stakeholders to understand their needs, building effective processes to meet business requirements.

·        Be responsible for the delivery and driving service improvements to Incident, Major Incident and Problem management, participating in the review process to ensure all opportunities for improvements are identified and recorded.

·        Accountable for ensuring the incident management process is maintained, communicated, and followed within the organisation.

·        Acting in the role of the Major Incident Manager as nominated, for incidents that meet the criteria and are accepted as Major incidents.

·        Work with the technical support areas to ensure that post incident reviews and root cause analysis is completed for those incidents that meet the criteria to be considered.

·        Be the Service lead for all Major Incident Management invocations and ensure that other IT resources are adequately trained and empowered in the absence of the the IT Service Delivery Manager.

·       Work closely with Risk to ensure that any risks are identified, assessed and understood as part of the operational service review.

Skills and experience you need as IT Service Delivery Manager

·        ITIL Version 3 or 4 foundation certified. (Preferable or Equivalent experience).

·        Knowledge of ISO27001 and associated documentation and management system.

·        Minimum of 3-5 years hands on experience in a similar IT Service delivery role or similar.

·        Strong interpersonal, negotiation and consultative skills.

·        Experience of managing IT third party vendors, including conducting scheduled service reviews, managing service.

·        Ability to work collaboratively as a team player with the different areas of IT to drive the required outcome.

·        Comprehensive understanding of existing ITSM technologies, including ServiceNow.

·        An in depth understanding of service management framework, principles and processes and the ability to apply the technical knowledge in project or programme management activities.

·        An in-depth experience of Infrastructure & Desktop operations and other application software technologies improvement plans where appropriate and on boarding new vendors.

·        Support function management experience working in ITSM software delivery.

·        Demonstrable experience of SLAs and related analysis of performance.

Here are some of the benefits you can enjoy within the INSERT JOB TITLE role based in INSERT OU LOCATION: 

At Ageas we offer a wide range of benefits to support you and your family inside and outside of work, which helped us achieve, Top Employer status in the UK.