Job Title: IT Service Delivery Manager Head Office Location: Brindley Place, Birmingham Job Location: Brindley Place, Birmingham Salary - £52,000pa Contract type - Permanent Working hours - Full Time About the role The IT Service Delivery Manager is responsible for defining, developing and implementing a consistent IT service governance framework and its associated processes across GreenSquareAccord Limited. With an emphasis on customer satisfaction and a consistently high-quality IT customer relationship experience, the role requires management of IT 1st-line and 2nd-line IT support and IT helpdesk services that are provided by both internal colleagues and via outsourced service agreements with a focus on continues improvement. - Owns IT Service Management processes, including IT Asset Management, Monitoring and Event Management, Service Desk, Service Level Management and Problem Management - Mentors a team of service management professionals to deliver IT asset and helpdesk services to the entire organisation - Establishes Key Performance Indicators and is able to make these indicators available to GreenSquareAccord Limited colleagues on an as-needed basis - Manages outsourced support contracts, ensuring that consistency and quality of service is aligned to other support services - Works with systems and application stakeholders to understand Service Level Requirements, and to present such requirements at IT management meetings. Governance and Executive Leadership - Focuses on implementing established IT service management practices, e.g. ITIL (v3 or v4), COBIT, and ensuring that direct reports follow these same practices in a consistent manner too - Establishes Service Management reviews with critical service providers on a regular basis. Fosters a culture of collaboration with these partners, but similarly holds them to account when Service Levels aren`t met or are trending downwards. - Participates in Disaster Recovery and Incident Response events, both test and actual. - Is a member of the IT Senior Management Team and can represent the requirements and concerns of the team at such meetings. - Establishes Operational Level/Service Level Agreements. Anticipates potential reliability or performance issues, and puts plans in place to mitigate such issues - Can deputise for the Director of Digital Services as and when needed. Good Practice Controls, Policies, Assurance and Cyber - Assists in the maturing of policies within the Information Security Charter - Develop consistent problem management processes, with particular emphasis on timely and accurate messages to colleagues - Encourages the development of Standard Operating Procedures in order to reduce the impact of single points of failure and to improve GreenSquareAccord Limited`s Business Continuity processes. - Works with Helpdesk service providers to ensure that the IT Helpdesk service is (i) available to mobile or hybrid-working colleagues, (ii) providing updates to colleagues on the status (or status change) or any support requests. - Maintains awareness of technology and other developments that may improve or otherwise impact on IT Service Management processes. Growth, Change and Continuous Improvement - Applies Continuous Improvement practices to all ITSM processes Please note that if you are successful in this role, we will require a DBS check to be completed. Further details will be sent following offer. About you Demonstrated experience in overseeing IT Helpdesk operations for over 3 years. ITIL 4 Foundation: This certification provides a comprehensive understanding of the ITIL framework and how to apply it to improve IT service management. An ability to work at both a strategic and operational level to embed best practices and yet modernise the overarching IT Helpdesk, IT Asset Management, and IT Problem Management processes. Is able to manage their resources effectively to ensure that they provide realistic deadlines, forecast risk, understand project tolerances and track budgetary impact. An IT Service Delivery Manager plays a crucial role in ensuring that their teams deliver high-quality IT services that meet or exceed colleague`s expectations. Strong Leadership and Management Skills: They need to lead and motivate their team effectively, ensuring that everyone is aligned with the service delivery goals. Excellent Communication Skills: Clear and effective communication is vital for liaising between Digital Services team and our colleagues, as well as for resolving any issues that arise. Problem-Solving Abilities: They must be proactive in identifying potential issues and adept at finding solutions quickly to prevent service disruptions. Customer-Focused: A strong focus on customer satisfaction is essential, as they need to understand and meet client needs and expectations. Project Management Expertise: Managing multiple projects and ensuring they are completed on time and within budget is a key part of the role. Technical Proficiency: A solid understanding of IT systems and infrastructure is necessary to manage and optimise service delivery effectively. Adaptability: The ability to adapt to changing circumstances and new technologies is crucial in the fast-paced IT environment. Interpersonal Skills: Building and maintaining strong relationships with key stakeholders, external suppliers, and team members is important for smooth service delivery. Please note that if you are successful in this role, we will require evidence of the required certificates and qualifications for this role. Without this evidence, you would be unable to commence employment at GreenSquareAccord. About us We are GSA, we provide affordable homes and services that create a foundation from which people in our communities can thrive. We own and manage 25,000 homes in diverse communities across the West Midlands and Southwest. Everyone deserves a home, it`s a place from which we build our future, we thrive at home. We are proud to play an active role in dealing with the consequences of the housing crisis, by providing affordable homes for people in our communities who need them most. Often a home is all someone needs, but when our customers need more, we offer a range of services, including care, money advice and coaching to support them. We also provide care and support to some of the most vulnerable people in society. This includes support for people who are homeless, experiencing domestic violence or are part of the criminal justice system. The GSA Way We know that how we do things is just as important as what we do. To help us make a difference, together, we created the GSA Way. A culture we commit to, aspire to, and live and breathe. Commitments and behaviours which together make our organisation what it is. Our five core commitments are: We believe our customer is everything We are one team We are supportive and caring We are business-minded for social purpose We are curious and ambitious. You can read more about the GSA Way in our recruitment pack. Benefits In support and recognition of our colleagues who will help us deliver our employer strategy, we offer a fantastic benefits package. This includes. - Trust based flexible working and supportive and friendly teams - 25 days annual holiday entitlement, increasing to 30 days - One day off for your birthday - Opportunity to buy or sell annual leave - A defined contribution pension scheme GSA matches up to 6% contributions - We offer a service which provides 24/7 online GP appointments, second medical opinions, health checks, mental health support, 24/7 medical health helpline, wellbeing app, nutrition advice and fitness plans and legal and financial support. - Access to Blue Light discount card membership - Confidential Employee Assistance Programme (EAP). - Cycle to work Scheme - Eligible for occupational sick pay All individuals who apply to work at GreenSquareAccord are considered on their merits in line with our Diversity and Inclusion strategy and policy. GreenSquareAccord are a Disability Confident Employer therefore we actively encourage applications from individuals with disabilities and try to provide access, adjustments, equipment or other practical support where required. All applicants with a disability who meet the `essential eligibility criteria` for the role, as detailed in the job description, are guaranteed an interview. If you need any assistance, adjustments or adaptations throughout our selection processes please let us know.