Service Delivery Manager
About The Role
As a Service Delivery Manager you are responsible for co-coordinating the delivery of IT services to TMG business units and customers. You will play a vital role in creating a healthy relationship between Technology and the business acting as a bridge to the IT Operations delivery team.
The Key responsibility of the Service Delivery Manager is to ensure that: service interruptions are managed to resolution following agreed incident and problem management processes whilst ensuring the highest level of service delivery in accordance with agreed service levels.
Key Responsibilities
- Governance and delivery of ITSM processes
- Administration and management of the ITSMtoolsets (Atlassian Tools - Jira, Confluence, JSM, Pager Duty), ensure upgrades are inline with Service Management Roadmaps and tested successfully.
- Work with AI to improve processes/user experience
- Manage all business impacting service interruptions and incident escalations inline with the agreed process and SLA's (24x7), coordinating with 3rd line teams and vendors
- Deliver timely, appropriate and accurate communications to customers and key stakeholders.
- Ensures that incidents, change requests and problems are handled to agreed procedures. Runs major incidents, and manages incident communications to execs and the wider business.
- Manage Problems/Known Errors, to ensure that these are diagnosed, logged and escalated accurately; working with resolving teams to identify root cause, workarounds and fixes.
- Actively build and maintain strong relationships with Technology teams, customers and 3rd Party Vendors; acting as an escalation point for the business and work with Technology to get things done, make things happen.
- Work with the Technology and business units to identify, manage and record Service Improvement Plans and drive these through to completion.
- Manage technology requests for Change; confirm documentation is in place, appropriate sign off is obtained, awareness is given, post implementation processes are completed and chair CAB meetings.
- Build Service and Trend Reports, meeting regularly with key stakeholders to review and identify Service Improvements.
- Ensure services meet the service design and support model, make recommendations and negotiate for change where required.
- Manage and deliver the service catalogue & service descriptions and ensure successful transition of services into operations.
- Manage and support the ITSM knowledge base, ensuring both technical and procedural knowledge is available.
- Conduct service reviews with vendors
Essential Skills
- Professional knowledge of ITIL theories, principals and concepts
- JIRA administration and configuration
- Excellent communication skills (oral and written) to both technical and non-technical audiences
- Good working knowledge of information systems, concepts and technologies; networking, applications, infrastructure, hardware and software, Operating Systems, troubleshooting and investigation
Desirable Skills
- Ability to start and build processes from scratch and see them through
- Knowledge of Agile & DevOps working practices
- Demonstrate a commitment to continuous improvement, maintaining a growth mindset, and consistently delivering work to a high standard
Benefits
The nature of our industry means life at the Telegraph Media Group is fast-paced, demanding, and interesting. We also want it to be rewarding for everyone who works here by creating a suite of benefits that contribute to lifestyle choices and leisure activities. From dynamic working opportunities, medical cover, and parental leave (six months fully paid maternity leave and enhanced paternity/partner leave), to life assurance and season ticket loans, you can choose from a range of flexible benefits, designed to support your lifestyle and help you achieve a healthy work-life balance.
Training and development
With support from your manager and colleagues, you’ll also have access to a variety of training and development opportunities through The Academy. Covering a range of personal and professional skills, our courses enable you to develop an enjoyable and rewarding career.
Our commitment to inclusion
At Telegraph Media Group, we foster a diverse and inclusive workplace and we are committed to building a team that reflects a wide variety of skills, perspectives and backgrounds. We believe in equality of opportunity and welcome candidates from all backgrounds, regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and/or belief.
We are proud to be a Level 3 Disability Confident Leader as part of the government’s Disability Confident Scheme. If you are disabled or have a long-term health condition and would like support in applying for any of our roles or if you require any reasonable adjustments in the recruitment process with us, please make us aware.
To find out more about Diversity, Inclusion and Belonging at Telegraph Media Group, and for more information on our purpose, beliefs, and people values, please visit our website.