Senior Service Delivery Manager
Posted on May 22, 2020 by CV-Library
Metropolitan Thames Valley Housing has a vision that ?everyone has a home and the opportunity to live well?; that means working with partners to create sustainable and vibrant neighbourhoods where our customers want to live.With 57,000 homes and more than 120,000 residents and customers we have a real opportunity to make that vision a reality. Our people care, dare and collaborate to ensure we achieve this People Powered Living.
Location: 60% London ? 40% Midlands
Own and deliver on an excellent Service Delivery Framework (ITIL) to all stakeholders with an eye to detail and drive to continuously improve. Work with the CIO, Heads and Managers in the Technology Team to deliver a robust, efficient and friendly Service Desk. You will need to Divide your time 60/40 between the London and Midland offices or as agreed with Line Manager.
? Be the champion for the end customer. Represent the Technology team to the stakeholders across the various platforms through regular communication and training sessions.
? Take ownership of complex support issues and act as a point of escalation to the wider technology team when required.
? Play an active role in the Major Incident Management process and own end user communications and coordination when Priority 1 and 2 issues arise.
? Take part in the ?Technical Design Authority? and ?Change Advisory Board ?processes on a regular basis.
? Provide cover and assistance for the other managers in the team as and when required. Own and maintain the overall Service Catalogue for the Technology Team.
? Log, process and escalate more complex tickets to third-party providers and maintain ownership to ensure progress is made.
? Provide input and help develop the wider technology strategy working alongside the Technology Senior Leadership Team.
? Work closely with the Service Desk Manager to ensure the delivery of an excellent customer service experience and effective problem management.
? Participate in all active Technology projects representing the end users, attaching ITIL Processes and ensuring smooth delivery of changes.
? Lead and motivate the team and manage their objectives, performance, and professional development.
What you'll need to succeed
? Many years experience working in a Senior Infrastructure focused role.
? Certified in ITILv3 Practitioner or above standard.
? Certified in Prince2 or equivalent Agile methodologies.
? History of successfully delivering key Infrastructure projects.
? Experience in setting out best practices for architecture.
? Experience of infrastructure transformation due to a merger or otherwise.
? Experiencing of implementing structure over an environment of high ambiguity and complexity to achieve practical outcomes
? Willing to travel regularly in order to fulfil requirements for role.
? Be able to demonstrate an awareness across infrastructure disciplines, e.g. Office 365, Networking, Servers, Datacentre / storage area networks.
? Excellent written and verbal communications. Able to prepare and present complex subjects using statistical data and formal reports, presentations, diagrams and other approaches where appropriate.
? Excellent inter-personal and customer service skills, with the ability to build trusting relationships at Senior Manager/Director level.
? Highly organised with an eye for detail and a passion for documentation and Continuous Service Improvement.
? Stay on top of technological changes outside of work and bring in ideas and innovation to the rest of the team.
Interview Date: Week commencing 8th June.
What you'll get in return
You’ll be working in a fast-paced environment where you can benefit from our comprehensive in-house training to continue developing your skills. We offer excellent benefits, including:
28 days annual leave plus public holidays and an additional Belief Day, with the option to buy or sell up to 5 days leave
Matched contribution pension scheme (up to 9%)
Enhanced maternity, paternity and adoption leave
Salary sacrifice schemes and season ticket loans
Life assurance scheme
Paid volunteer days
Plus lots of voluntary benefits including cash back and discounts from high street namesOur promise
All employment decisions at MTVH are based on business needs, job requirements and individual qualifications, without regard to age, disability, gender reassignment, marital status, pregnancy or maternity, race or religion, sex or sexual orientation.
We are proud to have been recognised by Disability Confident for our commitment to disabled people and those with long term health conditions by providing fair and equal opportunities for all applicants enabling them to fulfil their potential and realise their aspirations