IT Service Delivery Manager

IT Service Delivery Manager

Reading, RG2 6UG, United Kingdom

Quadient, a leading global software business, are looking for an experienced IT Service Delivery Manager to join a new IT organisation, based in Reading, UK. 

Reporting to the IT Director, this new role will establish & lead an IT Service Delivery function, with accountability for the ongoing operation of secure and reliable IT services across the group. The role holder will also play a lead role is supporting the IT Director with establishing IT as an enabling capability within Quadient.

To support Quadient’s continued growth and success, the key purpose of the IT Service Delivery Manager role is to establish and lead an IT service management function, with accountability for ensuring ongoing operation of secure and reliable IT services across the group.  The scope of service delivery includes all group IT services including business applications, collaboration technologies, infrastructure, CyberSecurity and end user computing. 

With an established portfolio of IT services including extensive use of cloud solutions, the role holder will be required to bring together existing globally located operational teams into the group IT function, working through these teams to ensure adoption of good practice ITIL service management across all areas of operations, with a focus on delivering improved service levels and user experience.  Creation of a single service desk, underpinned by the implementation of a single IT Service Management toolset, as well as extensive supplier management are key requirements to drive improvement into global IT service operations.

Requirements for this role include:

  • IT professional with at least 10 years relevant IT experience
  • An accomplished IT Service Delivery Manager, with experience of establishing an IT service delivery organization based on ITIL good practice
  • Certified ITIL practitioner to at least ITIL intermediate level or equivalent, with experience of Service Strategy, Service Design and Service Operations
  • A self-starter who will take ownership of assigned activities and drive to completion
  • Experienced at working internationally, across functions and at a senior level
  • Experienced people manager including managing geographically dispersed operations and supplier teams
  • Expert supplier manager, with experience of contracting and driving improved supplier performance
  • Experienced at managing two or more of the following IT service areas: business applications, collaboration technologies, infrastructure, CyberSecurity or end user computing, with extensive experience in cloud service operations
  • Resourceful, confident under pressure, and proven ability in both crisis management and expectation management
  • Prepared to undertake occasional international travel
  • Fluent in spoken and written English

Desirable requirements for this role include:

  • Educated to degree level
  • Project Management experience

This role has the following key accountabilities:

  • Establish IT service management as a core group IT capability within Quadient with activities including:
    • Implementing an IT service desk as the single point of user contact for all group IT services
    • Designing and implementing ITIL based service management processes across all group IT services covering as a minimum: Incident Management, Problem Management, Change Management, Service Introduction, Service Catalogue Management, Service Review and Service Reporting
    • Ensuring that all IT services are governed by business approved Service Level Agreements, underpinned by supplier agreements to ensure end to end service performance
    • Implementing an IT Service Management toolset to support ITIL processes and effective service operation
    • Implementing an IT service governance framework, to ensure all services are measured and managed to enable business objectives
  • Provide leadership and management of the service management function, ensuring the ongoing operation of secure and reliable IT services across the group, including:
    • Working with IT leadership to define an IT Service Strategy and establish the priorities of operational teams
    • Ensuring that operational teams are resourced in a way that is consistent with workload, budget and authorized staffing
    • Ensuring that all IT services operate according to agreed ITIL service management processes
    • Ensuring that all IT services remain in compliance with Service Level Agreements, or in cases of persistent breaches in services levels, ensure that timely actions are taken to achieve compliance
    • Ensuring that regular service reviews are performed as part of the overarching service governance framework, to ensure that services continue to support business objectives
    • Ensuring IT service compliance with quality management, security standards and regulatory compliance requirements (e.g. GDPR), and participating in audits as required
    • Keeping IT leadership aware of issues and risk with operational IT services, and putting in place actions to mitigate issues and risks
    • Defining group-wide IT continuity plans and coordinating regular disaster recovery and failover testing of business-critical IT services
    • Performing financial management and administration of all group IT services, in accordance with agreed procedures
    • Promoting a continuous service improvement (CSI) mindset and approach, seeking synergies and looking for cost reduction opportunities
    • Performing regular reviews of supplier performance
  • Assist the IT Director in establishing and managing IT as an enabling capability within Quadient, by undertaking activities as required to establish the IT organisation including:
    • Establishing new governance capabilities including business partnering, demand & priority management, strategy development and IT performance / financial management
    • Establishing new enabling capabilities including implementing IT Standards, cloud architecture standards, supplier management approaches and risk management
    • Day to day management of suppliers including establishing relationships with new suppliers as required
    • Maintaining effective working relationships with business stakeholders
  • Contribute ideas and activities into the development and overall effectiveness of IT within Quadient, by proactively proposing improvements to IT services