Job Description
Job Title: Service Delivery Manager
Experience: 15-17 years
Location: Leeds/London
A security clearance required for this role
Position Summary:
The Service Delivery Manager will act as the constant point of contact for customers and will be responsible for ensuring smooth service delivery and customer satisfaction. The main duties of the Service Delivery Manager will include setting up incident management and high-severity incident management processes, ensuring team compliance, scheduling regular meetings, ensuring governance and controlled change management, analyzing incident trends, and providing continuous improvements.
Responsibilities:
1. Provide Level 3 (L3) support 24/7 for technical issues within the IT infrastructure.
2. Setting up the incident management and high-severity incident management process.
3. Ensuring the team stays compliant with all relevant processes and regulations.
4. Scheduling and conducting all necessary regular meetings to ensure open communication and progress tracking.
5. Ensuring governance, scheduled reporting, open communication, and controlled change management.
6. Analyzing incident trends and providing continuous improvements to prevent future incidents.
7. Managing team on-call third line out of hours support coverage for 18:00 to 08:00, Mon to Fri, and from 18:00 Fri to 08:00 Monday (i.e. the weekend) on a rota basis.
8. Managing Major/Minor Incident Management (MIMs) including attending MIM meetings and following the incident management processes.
9. Managing Problem Management, Knowledge management and Change Management processes to ensure smooth implementation of changes without adversely affecting service delivery.
10. Handling queries from Risk, Audit, and other customer teams and attending meetings to provide necessary information and support.
11. Supporting any internal/external audits by providing required information and collaborating with auditors.
12. Supporting in conducting regular failover/failback exercises to test system resilience and recovery processes.
Qualifications and Skills:
1. Bachelor's degree in Information Technology, Computer Science, or related field.
2. ITIL certification is mandatory.
3. Proven experience in a similar role, preferably in the banking or financial sector.
4. Strong knowledge of IT service delivery processes and incident management frameworks.
5. Excellent communication and interpersonal skills to effectively engage with stakeholders at all levels.
6. Strong problem-solving and analytical skills to identify trends and implement improvements.
7. Ability to manage multiple priorities and meet deadlines in a fast-paced environment.
8. Proactive and self-motivated with a strong attention to detail.
9. Familiarity with risk and audit processes in the banking industry.
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