Job summary

Job Title: IT Service Delivery Manager

Location: Durrington, West Sussex, minimum of 2 days office based

Contract: Permanent

Hours:37 hours per week

It's an exciting time to join us!

Key skills required for this role

IT Service Delivery Manager

Important

IT Service Delivery Manager

Job description

Overview of your role:

As our IT Service Delivery Manager, you will join us on our super exciting IT transformation journey. You will be responsible for ensuring that our end-to-end services are defined, measured, reported, and continually improved to meet the evolving needs of the business. You will play a critical role as part of our Major Incident Management team ensuring prompt resolution of Major Incidents and appropriate business communication.

You will also be playing a leading role in helping us update and improve our services to our end users

Your responsibilities will include:

• Accountable for the delivery of the end-to-end IT Services, within their portfolio, provided by both SW IT and its external Service delivery partner (Dealing and Managing with major incidents that affect the running of the department, the business and subsequently SW customers.
• Management of Major Incidents, P1 and P2's through to Service restoration and Incident resolution - covering an out of core hours rota 24 x 7
• Accountable for all Major Incident communications into the business ensuring reports communicated in a language the business understands.
• Management of performance against agreed OLA's, SLA's and Key Performance Indicators (KPIs); agreeing service improvement plans, as required, with the service delivery partners and SW IT Support teams
• Provide Support in projects; developing a strong understanding of projects impacting their service area to ensure that new services are transitioned to live service with little or no disruption; chairing Service Acceptance Board (SAB) meetings and making the formal decision on Service go 'Live'

About you:

Coming from a background in IT Service Delivery Management, you will be extremely customer focused, have excellent communication and stakeholder management skills and be passionate about service improvement. Working knowledge of ITIL is essential (certification is desirable) as is experience of writing and rolling out new and improved IT service processes and risk management.

Your benefits will include:

• Company and performance-related bonus
• Generous pension with up to 11% company contribution
• Life assurance payment equal to four times your annual salary
• Health benefits through a Cash Plan
• Free onsite carpark
• Canteen onsite
• Two paid community volunteering days a year
• 25 days annual holiday
• Occupational health service
• Perkbox benefits offering discounts and savings on several products and experiences
• Study support may be available for job-related qualifications
• We offer competitive maternity leave and flexible return to work options

If you like the sound of the role and would love to hear more, please apply now -

We look forward to hearing from you!

Our customers are at the heart of everything we do, because delivering water for life is our core purpose. To achieve this, we need 24/7 support in place to resolve incidents quickly and efficiently. All our employees understand the importance of out-of-hours incident support - because when problems appear, fixing them is our top priority. That's why our people join together and support when and however needed to make sure our customers get the service they deserve. Joining the Southern Water family means you'll become part of our incident support team. During your interview, your manager will speak to you about any incident support rotas that apply to your position.

Privacy Statement:

Please note: If you are an existing Southern Water employee, you will need to confirm within your application that your Manager is aware of your application.

All applicants must be eligible to live and work in the UK. You will need to provide evidence of eligibility (e.g. a passport or long birth certificate and proof of NI) and current proof of address (dated within the last 3 months), will be required as part of the recruitment process. If you do not meet these criteria, your application will not be considered

By submitting your details to this position at Southern Water, you are also agreeing to share your details with Gattaca PLC who are the managed service provider for all recruitment with the Southern Water Business. Should you wish to see the Gattaca PLC privacy policy please go to https://www.gattacaplc.com/help/privacy-statement