IT Service Delivery Manager (12 months FTC)

Join us as an IT Service Delivery Manager at PIB Group for a fixed term covering maternity/paternity leave. Your role is pivotal in ensuring successful IT Service Management, encompassing support, relationship management with third-party IT service providers, and overseeing Legacy IT support through acquisitions, pre-migration, and integration. Occasional office presence is required in our Retford or Lincoln office.

Responsibilities

- Relationship Management: Oversight of the Group's third-party IT Service Desk and external service delivery suppliers acquired through acquisition until migration.

- Service Delivery Management: Managing demand, incidents, problem management, escalations, change management, and acceptance into service.

- Business Relationship Management: Serving as the interface between internal businesses and IT Service Management, fostering strong stakeholder relationships, ensuring robust management reporting, enhancing customer satisfaction, and meeting development requirements.

- IT Governance: Creation, communication, and maintenance of relevant IT policies, user guides, and training materials.

- Performance Metrics & Improvement: Identifying key performance indicators, reviewing supplier performance against set KPIs, managing SLAs, and executing continuous service improvement plans.

- Financial Oversight: Collaborating with Finance to monitor IT service delivery spend, tracking actuals against budgets, and contributing to reforecasting activities.

- People Management: Effective leadership of other service delivery coordinators to ensure successful results.

Professional Experience & Background:

- Demonstrated proficiency in optimizing service delivery for IT operations.

- Proven track record in fostering effective relationships between IT and business units.

- Experience in efficiently overseeing IT service desks for swift issue resolution.

- Established expertise in implementing ongoing enhancements for improved IT service delivery.

- Proficient in Microsoft and iOS systems

- Extensive understanding of IT infrastructure components

- Strong grasp of information security measures

- Familiarity with industry regulations for maintaining legal compliance in IT operations.

- Strong verbal and written communication for effective stakeholder relationships

- Meticulous approach in problem-solving and decision-making

Desirable:

- Experience & exposure to Software as a Service (SaaS) platforms

- Knowledge or experience with these platforms and tools: O365, Azure, AWS, IAM, Egnyte, Okta, Exclaimer

- Previous experience within insurance or financial sectors

- Proficiency across various technical domains, demonstrating a robust foundation in IT expertise.

- Competence in conducting effective business analysis within IT operations.

Incentives for You:

- Competitive salary offering

- Attractive benefits package

- Opportunities for career development and growth within PIB

- Access to a comprehensive learning and development framework, including professional study options and apprenticeships.

- Recognition for your contributions through industry awards and accolades

- Join a company that prioritizes employee well-being and offers first-class employee benefits and welfare package.

- Enjoy a flexible working policy that caters to your needs and promotes work-life balance.

- Contribute to PIB's commitment to reducing environmental impact and promoting responsible practices.

- Be part of an inclusive and diverse workforce, as we are an equal opportunity employer.

- Access to a range of discounts and perks through our benefits portal

- Make a difference by participating in fundraising initiatives through PIB Community Trust

REF-(Apply online only)