Michael Page Technology Middleton, Morecambe LA3, UK
11 Dec, 2019Full Time
IT Service Delivery Manager - Manufacturing - Up to £55k Client Details An incredible successful manufacturer of household goods with an international presence. They are continuing to invest heavily into their long-term IT strategy, in reflection of the emergence of more efficient ways of working. This creates a large ongoing period of change, which will require a scalable and flexible IT Service with the ability to adapt and evolve rapidly. Description IT Service Delivery Manager - Manufacturing - Up to £55k Key Responsibilities: Plan, co-ordinate and direct service activities associated with the delivery, support and maintenance of the IT infrastructure and software applications across the business. Define processes for the monitoring, control and measurement of services. Building relationships with key stakeholders across the business (ie Directors & other senior managers) to understand how they feel service can be improved as well as understanding what else they'd require from IT. Manage 3rd Party suppliers to ensure effective relationships and management for all support services and contracts. Be responsible for Incident/Problem Management, with prioritisation based on impact and urgency. Manage the control of changes to production environments, ensuring the availability and stability of IT services are not at risk. Manage a Specialist Team of 2nd Line SAP Support Analysts. Manage the UK & EU IT Service Desks. Manage the site-based ISSCos across their international sites, with a long-term view of including other international sites. Creating a team working ethic within the Group to share ideas and good working practices. Agree on budgets and delivery timescales for IT Operations with the Group Head of IT Operations. Monitor, maintain and report on system performance. People Management Responsibilities: Responsible for a team of 5 SAP Support Specialists (2nd Line). Responsible for 2 x Service Desk Team Leaders & 4 Service Desk Analysts in both the UK & Europe. Responsible for 6 x ISSCos, spread across the UK and Europe (with further expansion). Organise the Operations Service Delivery Team in such a way that the highest level of service can be offered to external and internal customers in accordance with company objectives. Determine objectives in line with the department and team, drawing up action plans, defining priorities and providing adequate resources. Encourage and empower team members to take decisions. Profile IT Service Delivery Manager - Manufacturing - Up to £55k Expected Results: Maintain 99.9% Systems Availability (excluding planned downtime) Aspire to achieve 98.5% Customer Service SLAs on response and fix time calls to the Service Desk. Where applicable, manage expenditure in line with overhead and project budgets. Use of the GIS Project Management Methodology for Project Delivery. Use of stringent change management procedures to ensure a high-level of control is in place for IT System changes. Experience Required: Management Experience is Essential. Excellent decision making and takeholder management skills. ITIL exposure/principles. A sound IT technical knowledge of the Service Delivery arena built by progressing through a number of technical IT roles. Demonstrable results in a customer-facing role, with a track record of delivering services to defined service levels. Experience of working in an operational environment alongside other technical and operational teams, ensuring that all parties collaborate effectively to deliver services. Experience in the definition and negotiation of service levels with customers and an understanding of the cost and capability impact of differing service levels. Strong Leadership skills, coupled with excellent people and team lead skills. Technically proficient to be able to challenge and influence technical discussions and strategies. Ability to work independently across multiple groups in a rapidly changing environment. Ability to effectively communicate complex technical concepts, both verballs and in writing. Strong supplier management, including relationship building and negotiation skills. Ability to deliver against service metrics and KPI targets. Competencies: Customer Service mentality. Strong analytical, problem solving and technical skills. Willing to travel to other sites across the Group. Good communication skills, both verbally and written. Listens and involves other in direction and goal setting. Must be flexible and able to meet the challenges and opportunities of working within a 24x7, multi-site, multi-cultural organisation. A full UK Driving License is essential. Resilient and able to work under pressure to tight deadlines. Builds effective relationships with people at all levels, whilst motivating and energising others. Provides vision and direction, inspiring others to follow. Plans for and successfully introduces change leading improvements. Analyses situations to make sound judgements and decisions. Job Offer More information available upon application.