Workplace: White City, London, Manchester or Leeds - 2 days in the office
The role
As a hands-on Service Delivery Manager within our SIAM team, your primary purpose is to manage the end-to-end service lifecycle across our federated supplier ecosystem. You will ensure seamless, high-quality service delivery that consistently meets business needs, driving continuous improvement and maximizing the value derived from our technology partners.
Main responsibilities
1. This is a hands on role including day to day Service Operations Management within the context of Service Delivery Management (i.e. Critical Incident / Change / Problem / Continual Service Improvement / Demand Management etc.)
2. Requirement to provide Out of Hours support every 5 weeks (additional payment applicable)
3. Supporting new supplier selection, and negotiating contracts / renewals, with focus on defining service expectations and SLAs that maximise service value for ITV.
4. Responsibility for day to day Service Operations within the context of Service Delivery Management
5. Support resolution activities for Incidents and Major (Critical) Incidents - Support the Change Management process including attend CAB, Business Engagement, Impact Assessment and Scheduling support
6. Lead Continual Service Improvement (CSI) initiatives, identifying opportunities and implementing changes across the multi-supplier model to enhance service quality, efficiency, and customer satisfaction.
7. Responsibility for risk management coordination, assurance and resolution across the supplier landscape
8. Responsibility for Stakeholder / Customer Relationship Management with key internal / external product, platform and service teams
9. Support the demand pipeline of initiatives for key Group Technology stakeholders
10. Working with internal teams to define and improve relevant SLAs / KPIs
11. Drive the Service Governance framework by leading Monthly Service Reviews (MSRs) and Quarterly Business Reviews (QBRs) with suppliers, ensuring transparent performance reporting and accountability against SLAs/KPIs
12. Creation & maintenance of Service and Support processes
Skills you’ll need (minimum criteria)
13. ITIL Practitioner/Intermediate certification in a relevant module (e.g., Service Operation or CSI).
14. Significant experience as a Service Delivery Manager in a hands-on customer facing role
15. Extensive knowledge and exposure to Service Operations
16. In-depth knowledge of IT Service Management (ITSM) processes (Incident / Problem / Change etc.) including process creation & improvement
17. Extensive Supplier and Vendor Management Experience
18. Significant experience of Stakeholder / Customer Relationship Management within the context of Service Delivery Management
19. Extensive Supplier and Vendor Management Experience within a multi-vendor/SIAM environment
20. Digital Mindset to reflect the need for a forward-thinking approach to service management.
21. Experience of service transition in a product/project environment is desirable
22. Ability to vary style and approach with stakeholders to achieve desired result with an ability to quickly establish credibility and rapport with stakeholders
23. Highly articulate written and oral communication skills
24. Highly organised; able to multi-task; ambition, energy and drive
Other things we’re looking for (key criteria)
25. Background in Media/Broadcasting or working within an outsourcer / supplier organisation.
26. Experience of working with Agile Development teams and Technologies
27. Experience and understanding of Cloud Service Models (IaaS, PaaS, SaaS) and their associated service management challenges.
28. Experience of managing Workplace Services such as Desktop Support / Collaboration / Devices / Identity
29. Experience using ITSM tools e.g. FreshService, ServiceNow