We are recruiting a Service Delivery Manager to join a growing Service Management team within a transforming IT & Digital (IT&D) Directorate!
If you possess a customer-first mindset and strive to deliver exceptional results by fostering strong relationships, and ensuring services are optimised to support the University’s strategic objectives, we are keen to hear from YOU.
As IT&D, we help to create the University of the future by co-designing new ways of working, enhancing productivity, reducing complexity, supporting innovation and providing the insights to drive continual improvement. Embracing a digital future in an evolving modern university, the Service Delivery Manager will be working in partnership with our academic and professional colleagues to deliver digital and IT services that help the University achieve its strategic objectives in teaching and research, nationally & globally.

ABOUT YOU:

With a passion for IT service management, customer service, and continual service improvement, you will be always looking for ways to enhance service delivery and ensure customer satisfaction.

The ideal candidate will:

• Have excellent matrix leadership skills, with a significant range of IT service management knowledge (particularly practical knowledge of ITIL and other best practices), coupled with impressive communication skills.
• Are a critical thinker, data-savvy, and enjoy finding solutions to complex organisational problems by engaging and empowering others.
• Excel at facilitating discussions, understanding and challenging different perspectives, working collaboratively across a diverse range of teams, and encouraging a culture of high-quality service performance and organisational learning.
• Possess a strong ability to manage services end-to-end, ensuring that service delivery aligns with business outcomes and customer value propositions. Have a clear understanding of how services drive customer success and are proactive in managing, refining, and enhancing services to meet evolving business needs. You are dedicated to not just maintaining service levels, but continuously driving improvements that lead to tangible value for the organisation.
• Experience of contributing in the strategic implementation of an ERP system, demonstrating their ability to ensure the successful delivery and integration of large-scale systems into service operations.

(For a full list of essential and desirable criteria please refer to the Candidate Pack provided below)

As a Service Delivery Manager, you will work collaboratively in a matrix structure with stakeholders across the University and suppliers, to deliver effective end-to-end services, including the following activities:

• Ensure projects within your portfolio(s) are effectively transitioned into service.
• Ensure live services meet service levels and deliver value to the University.
• Facilitate regular service reviews with internal and external stakeholders.
• Develop service improvement plans and drive continual service improvement.
• Proactively manage risks relating to the effective delivery of services.
• Provide leadership for high priority incidents, problems, changes and escalations.