IT Service Delivery Manager - Charity sector - London

  • Job Reference: PR/020589
  • Date Posted: 30 June 2020
  • Recruiter: E-Resourcing
  • Location: London
  • Salary: £65,000 to £75,000
  • Bonus/Benefits: 25 days holiday, travel grant
  • Sector: IT (general)
  • Job Type: Permanent
  • Work Hours: Full Time

Job Description

Head of IT Service Delivery - Charity sector

The Role:

The Head of IT Service Delivery is responsible for the effective and efficient provision of day-to-day operational management of all frontline IT services, covering Service Desk, Operations, Service Transition as well as 2nd / 3rd line IT support to all relevant countries.

The Head of IT Service Delivery will also act as the deputy for the Head of International IT.

Experience Required:

  • 5+ years' Service Delivery experience including implementation of key ITIL Service Management processes e.g. Change Management, Service Level Management, Transition Management
  • Previous experience in the charity sector or NGO
  • Experience of working in a global setting
  • Line management experience in a busy customer focussed environment (the role has 12 direct reports)
  • Experience of managing, reviewing and maintaining business critical services
  • Experience of successful delivery of one or more Service Improvement programmes including creation of a Service Catalogue
  • Experience of following best practice Supplier Management
  • ITIL Foundation Certificate (V3 or V4)
  • ITIL Practitioner Certification in IT Service Management
  • Sound knowledge of Microsoft 365 and Windows 10

Reponsibilites of the Role:

  • Leadership of the Service Delivery team
  • Deputy for Head of International IT
  • Service Strategy and Design
  • Service Transition and ITIL Processes
  • Supplier Management
  • Central ownership of Incidents and Service Requests
  • User Incident and Escalation Management
  • Processes and Working Practices
  • Service Level Management
  • Customer Relationship Management and Service Reviews

If the role looks of interest and you feel you have the experience required please email me your up to date CV and I will call you to discuss the role in more detail.