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IT Services Delivery Manager

Req ID:  393
Company:  DCC Vital - Williams Medical Supplies
Salary:  42000

Rhymney, GB, NP22 5PY

Contract Type:  Permanent
Date Posted:  02-Jul-2021

Job Description and Person Specification



Job Title:                              IT Service Delivery


Department:                      IT                                                                           


Reports to:                         Director of IT


Purpose of the Job:


  • To manage the delivery of all IT services to the company ensuring a high level of customer satisfaction is delivered by meeting all service availability and resolution levels agreed in the IT Service Catalogue
  • To manage key IT vendors ensuring we are all working together to ensure their services are provided to the agreed levels, in order to meet our internal service levels
  • To manage IT changes to ensure each change is approved and carried out according to the agreed process
  • To manage the Service Desk team in a customer-centric manner to deliver high levels of end-user satisfaction and continuous improvements in service provision, service delivery, change management and team development


Main Duties/Responsibilities:


Team Management

  • Management of two direct reports with incident and problem management across the whole IT team for effectively managing individual issues
  • Managing multiple, senior stakeholders with contending resource requests
  • Determine priorities for the team
  • Develop the capabilities of direct reports in line with both individual and company needs
  • Ensure the team feels valued and is well represented within the broader IT function
  • Ensure that the team is suitably resourced


Service Excellence

  • Ensure that calls are resolved in a timely manner in line with agreed Service Level Agreements
  • Deal with user escalations, ensuring that any issues are dealt with promptly and remediated appropriately
  • Ensure that the team adapts to the ever-changing face of technology, with customers using services on many different hardware and software platforms
  • Manage the processes by which hardware assets are tracked and managed efficiently and effectively through their lifecycle
  • Work with key vendors to ensure the services provided to the company remain fit for purpose and provide value for money
  • Manage monthly service reviews with departments across the company to build and maintain strong relationships in order to deliver service excellence
  • Ensure the channels in which we provide support and training are optimal for the company
  • Develop relevant team Key Performance Indicators, measuring and monitoring these and acting upon their results
  • Take accountability for the procuring, provisioning, tracking, monitoring and reporting of hardware asset status
  • To annually review the IT Service Catalogue, leading initiatives to revise this and associated processes to ensure we continuously improve service delivery to meet the company’s needs
  • Engender a mind-set of continual service improvement


Functional Support & Training

  • Ensure that the functional knowledge of our users is as high as possible, through delivering the right mix of formal classroom training, eLearning and desk visits
  • Engage with multiple stakeholders to ensure the team are driving, and involved in, key IT initiatives
  • Ensure that the functional support we provide is done so in a business context and relates to business process
  • Target key users or areas where support or training needs are high in order to resolve underlying causes


The Face of IT

  • Ensure the team continues to work closely with the IT Solutions and ad-hoc project teams to understand and fulfil business requirements ensuring we provide a unified message
  • When necessary, provide an out of hours point of escalation and be responsible for communicating clearly, especially with senior management, during these times
  • Professionally represent the company when interacting with other group companies in projects, reviews and other wider initiatives


Experience and skills

  • Strong relationships skills
  • Confidence in communicating at all levels with both company internal and external parties
  • Strong people management and influencing skills
  • Experience in support team management – in particular with the rollout of new processes and ways of working
  • Experience in external vendor management – in particular with the on-boarding of new services
  • Ideally qualified to at least ITIL Foundation level


Core Competencies

  • Leading & Developing Others:
    • Shapes team around customers' priorities
    • Tackles the root cause of performance issues rather than just the symptoms
    • Invites and encourages ideas about how the team can share knowledge & develop effectively
    • Provides public praise & recognition to those who have made successful contributions
  • Analytical Thought & Problem Solving:
    • Takes prompt action to resolve problems quickly
    • Makes decisions that solve the immediate problem & prevent it from occurring again
    • Prepares for potential problems and contingencies in case things go wrong
    • Makes pragmatic and practical decisions about how centrally driven initiatives should be implemented locally


Communicating and Influencing

  • Uses a range of different influencing techniques
  • Takes account of different needs and concerns in order to effectively persuade others
  • Communicates effectively with the team through structured meetings and reviews
  • Resolves conflict and delivers feedback in an assertive and transparent way

Health Safety and Environmental Awareness


Managers are responsible for:


  • Supporting the Health & Safety team in the pursuance of their duties.
  • Allocating the necessary resources with control.
  • Assisting, when required, in the risk assessment process.
  • Ensuring all accidents/near misses are reported.
  • Assisting, when required, with accident/near miss investigations.
  • Ensuring all staff are properly trained and instructed as to their duties and responsibilities.
  • Making recommendations for improving performance.
  • Understanding company policies and procedures.
  • Ensuring that the company policies and procedures are understood by staff.
  • Ensuring that staff observe control measures that are in place.
  • Ensuring that appropriate equipment is available and maintained in a safe condition.
  • Monitoring the implementation of the policy.
  • Ensuring that staff observe safe practice.
  • Caring for the environment and the prevention of pollution.
  • The health & safety of themselves, fellow employees, contractors, visitors etc