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IT Service Delivery Manager

Liverpool, Merseyside
Job Type
20 Jul 2022
IT Service Delivery Manager Role Overview

IT Service Delivery ManagerPermanent Liverpool (Hybrid Working)Excellent Salary + Benefits

Here at Yodel we deliver more than just parcels we deliver a great experience when it comes to your career too. We are recruiting an experienced Service Delivery Manager that has extensive experience working in a key operational role working day to day with business units and IT colleagues and our key suppliers. You will be required to manage business critical systems and services, whilst also identifying opportunities to drive improvements in overall digital services delivery. This brilliant opportunity will be joining Yodel's award-winning Digital team based in Liverpool.

What you'll be doing

As the IT Service Delivery Manager, you will guarantee that service level requirements for each client area are determined and agreed with all customer groups and with internal and external service providers. In addition, you will ensure that contracts and negotiations are aimed at meeting the business needs of the organisation in terms of cost effectiveness, standards, quality, efficiency and performances against service levels and service improvement targets. You will manage sourcing relationships for services ensuring monitoring and compliance with agreed service levels and responsible for the ongoing management of service levels ensuring that detailed metrics and records are kept and that appropriate processes are followed, including root cause analysis. As well as these duties, you will be responsible for the following:

  • Deliver all services in line with ITIL principles and frameworks.
  • Work with development teams, project delivery functions and third-party vendors to ensure the delivery into production of new or upgraded software applications and infrastructure changes are carried out according to agreed quality processes and schedules.
  • Manage Major Incidents and support the Problem Management process by identifying and implementing improvements to prevent recurrence.
  • Provide out-of-hours Duty Manager support (on rota) for Major Incident Management and Service Escalations
  • Ensure compliance with relevant standards e.g. ITIL, ISO17799, COBIT, and internal and external auditing authorities, taking timely actions to remediate deficiencies and address key risk areas
  • Ensure that scale of IT Service & Operations is leveraged by promoting the sharing of resource and knowledge.
What you need to show us

The successful Service Delivery Manager will have experience of managing and negotiating with suppliers with strong working relationships with large suppliers with the ability to demonstrate a high level of interpersonal and communication skills. You will have experience of working with Agile and DevOps processes within depth knowledge of enterprise technologies and infrastructure. You will also be ITIL qualified with previous digital transformation experience. In addition, you will need to demonstrate the below skills/experience:

  • Experience of leading cross functional matrix teams to analyse, assess and resolve complex technology requirements, problems and issues.
  • Experience at a senior level in a previous Service Management role
  • Demonstrates a high level of interpersonal, communication, influencing and negotiating skills
  • Demonstrable understanding of Continual Service Improvement
  • Experience in a role where it was necessary to be able to prioritise a range of different tasks, managing own time while working to deadlines
  • Able to balance considerations of quality/quantity/cost and resource availability and the needs of the business (current and future)
  • Has experience of working in a fast-paced organisation
  • You will be flexible to work on an on-call shift pattern and be able to commit to some weekend working too
Why work with us

This is a fantastic opportunity for a Service Delivery Manager that enjoys working in a fast-paced business where no two days are ever the same. If you are looking to join an award-winning IT team in Liverpool, then please apply to discuss this role in more detail. The successful Service Delivery Manager will receive the following great benefits:

  • Competitive remuneration package
  • Business casual dress code
  • Private Medical Insurance
  • Free personal & professional development courses. Including Learning Bursts and IT Cloud Academy.
  • Pension Scheme
  • Life Assurance with pension
  • Discounted city centre parking
  • Up to 25% discount on
  • 33 days holiday including bank holidays
  • Discounted hotel stays, gym memberships and Virgin Media discounts
  • Up to 25% off the various food & drink outlets in the Albert Dock
  • Dedicated wellness initiatives that support your wellbeing, ranging from our 24-hour employee assistance programme to subsidised gym membership.
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  • Job Reference: 662541138-2
  • Date Posted: 20 July 2022
  • Recruiter: Appcastenterprise
  • Location: Liverpool, Merseyside
  • Salary: On Application
  • Sector: Call Centre / Customer Service
  • Job Type: Permanent