Information Technology Service Delivery Manager

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Job Overview

Rexel UK Ltd is seeking an Information Technology Service Delivery Manager for a critical role located in Birmingham, UK. This position offers a full-time employment opportunity and allows for hybrid work, requiring employees to collaborate in the office for 1-2 days a week near Birmingham Airport. The goal of this role is to manage and oversee the daily operations of IT services, ensuring availability and reliability of all IT systems.

Key Responsibilities

The Service Delivery Manager will handle various responsibilities that are quintessential in the realm of IT operations:

1. Direct Management: Lead the 1st and 2nd Line Support teams, focusing on resource management and service level monitoring while maintaining key performance indicators (KPIs).

2. Incident Management: Effectively manage both standard and major incidents, ensuring timely communication, root cause analysis, and preventive measures are taken.

3. Leadership and Coaching: Provide performance feedback and support to team members, fostering an environment of skill development and continuous improvement.

4. Monitoring and Reporting: Use the ITSM Toolset (Ivanti Neurons) to measure the effectiveness of IT services, focusing on improving customer satisfaction and productivity.

5. Vendor Management: Collaborate with third-party vendors to meet service level agreements (SLAs) and ensure that these are proactively managed.

6. Financial Oversight: Monitor IT expenditure, identify cost-saving opportunities, and manage changes impacting service operations.

7. Change Management: Direct IT change initiatives, aligning them with organizational objectives and enhancing a culture of continuous improvement.

8. Documentation: Maintain comprehensive documentation, aiding in knowledge transfer and service continuity.

9. Asset Management: Manage the processes associated with staffing movements, client hardware and software, software licensing controls, and compliance auditing.

Skills and Qualifications

To excel in this role, candidates are expected to possess:

• Proven experience in Service Operations Management to understand the complexities involved in delivering high-quality IT support.
• Expertise with IT Service Management Toolsets to improve service delivery and performance.
• Strong background in managing third-party vendors and service providers, which is essential for collaboration.
• Excellent communication and interpersonal skills to engage effectively with stakeholders at all levels.
• Strong problem-solving abilities and proactive approaches to challenges for navigating obstacles and driving improvement.
• Proficient negotiation and conflict resolution skills to address issues effectively and maintain positive working relationships.

Desired Behaviours

In addition to technical skills, prospective candidates should embody the following behaviours for success in Rexel:

• Collaboration: Build partnerships and work collaboratively to meet shared objectives.
• Accountability: Take action and resolve obstacles to fulfill commitments.
• Customer Focus: Establish strong customer relationships and deliver customer-centric solutions.
• Results Driven: Achieve consistent results even under challenging circumstances.

Company Benefits

Rexel UK Ltd offers a variety of benefits for employees, highlighting the company’s commitment to a supportive work environment:

• Performance-related bonus scheme
• 25 days of annual leave plus bank holidays (increasing with long service)
• Private medical insurance
• Competitive enhanced family leave benefits
• Agile working opportunities
• Extensive learning and development opportunities from day one
• Opportunity to buy and sell annual leave
• An additional day off for your birthday after completing one year of service
• A comprehensive health and wellbeing support programme
• Fantastic rewards for long service key milestones
• Staff discount on the webshop.

Commitment to Diversity

Rexel values diversity and inclusion within its workforce, aiming to create a workplace environment where everyone feels respected and empowered. They recognize that their success and innovation are enhanced by an inclusive and diverse workforce, inviting individuals from all backgrounds and perspectives to apply for this position.

In summary, this role presents an excellent opportunity for those who are passionate about service excellence and have a robust background in IT operations management. Candidates are encouraged to apply if they seek a challenging yet rewarding position with a reputable organization like Rexel UK Ltd.

This job offer was originally published on jooble.com