Service Delivery Manager

• The Apps Service Delivery Manager oversees a number of key functions within the Apps support portfolio for our customer in managed service delivery mode and enable the delivery of high-quality service to end-users, and to ensure Service Support and Service Delivery processes are in place to meet business needs.
• This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

Responsibilities:

• Service Management
• Maintain high performing service support functions including Applications, COTS products especially in Oil & Gas domain.
• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• As the owner of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and post-incident review
• Ensure SLA and KPIs are taken care off.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Drive internal and customer service review meetings covering performance, service improvements, quality, and processes
• Drive the Agile Operations roadmap and work with the Agile SMEs to drive Agile & DevOps ways of working.
• Drive continuous improvements & automation across the Apps domain.

Meeting Support:

• Deliver excellent Presentation and Audio Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability
• Ensure that training services are in place to educate staff on how to use the meeting room and collaboration technology effectively

Performance & Quality:

• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on AMS Service performance
• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting, and performance assessment
• Be an ambassador for AMS, working across the business to provide effective communication on AMS matters and build relationships with other teams to ensure effective dialogue between departments

Qualities and Skills required:

• Able to demonstrate the ability to undertake the above responsibilities
• Legally able to work in the country in which the position is based
• A passion for Service Improvement
• Experienced Service Management professional
• ITIL Qualified
• Previous experience as a Team Lead or demonstrable experience in leading virtual teams
• Experience of managing 3rd parties and 3rd party delivered services
• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
• Expert knowledge of ITIL disciplines
• Excellent leadership and people management skills
• Excellent written and verbal communication skills
• Willingness to support and mentor junior staff
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadlines
• Able to demonstrate a high degree of flexibility including shift and out of hours working
• Excellent organizational skills
• Able to manage sensitive and sometimes confidential information
• Self-motivation and able to take responsibility
• Able to manage and prioritize and tasks and time efficiently
• Able to demonstrate initiative and a proactive approach to daily tasks