Service Delivery Management

• Maintain a high performing Service Support function aligned with ITIL and organisational standards.
• Own and manage the Incident, Request, Change, Service Improvement, CMDB and Escalation processes to ensure quality, timeliness, and accuracy of service delivery.
• Oversee and coordinate Major Incidents, ensuring effective communication, stakeholder management, and post-incident reviews.
• Coordinate day-to-day operational activities to maintain steady service performance and consistent practices.
• Develop, maintain, and monitor Service Level Agreements (SLAs) in consultation with business and client stakeholders, ensuring resolution targets meet contractual and operational objectives.
• Identify and deliver service improvement initiatives to address performance gaps or process inefficiencies.
• Coordinate and manage minor project activities, including preparing and issuing quotes, liaising with clients and internal stakeholders, and ensuring works are delivered on time and to specification.
• Track and manage contract financials, including resource costs, third party expenses, and forecasted budget requirements.

Leadership & Governance

• Provide leadership, mentoring, and performance management of the support team, ensuring clear targets and professional development opportunities.
• Manage onboarding, training, and succession planning in collaboration with the S&M Lead and Senior OMCS Service Delivery Manager.
• Drive a culture of accountability, continuous improvement, and customer focus.
• Conduct internal review meetings, covering performance, SLAs, risks, and quality metrics.
• Ensure all service delivery and support activities comply with contractual obligations.
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