Role Summary
The Service Delivery Manager will interpret and anticipate the needs of their customers and establish close working relationships with them. The Service Delivery Manager must therefore possess practical IT and business experience, knowledge support processes and strategies, knowledge of the CPS initiatives, projects and guidelines.
This role may require out work to be completed outside of the standard office hours and will require travel through UK and Global CPS Offices.
What you will be doing
1. Service Delivery & Operations: Ensure high-quality IT service delivery, aligning with business needs and SLAs. Manage incident, problem, and change management processes effectively.
2. Stakeholder Management: Act as the key point of contact for internal teams and external clients, ensuring alignment on service expectations and continuous improvement initiatives.
3. Stakeholder Management: Carry out service reviews with business management to ensure requirements for IT services, solutions and products continue to be met and use this to help drive global continuous improvement strategies and initiatives.
4. Technical Leadership: Leverage hands-on IT infrastructure experience to drive best practices in cloud, network, server, and data centre operations. Provide guidance and troubleshooting support when necessary.
5. Project Management: Oversee and manage infrastructure-related projects, ensuring they are delivered on time, within scope, and within budget. Utilize Agile or traditional project management methodologies as required.
6. Business Analysis: Collaborate with business stakeholders to gather requirements, analyse IT service gaps, and propose enhancements or new solutions that align with business objectives.
7. Continuous Improvement: Identify and implement service improvements, automation, and efficiency measures to enhance IT operations.
8. Risk & Compliance: Ensure IT services adhere to security, compliance, and governance requirements
What we are looking for
Skills & Experience:
9. Technical Expertise: Strong background in IT infrastructure (servers, networking, cloud, virtualisation, storage, security, etc.). Hands-on experience is a plus.
10. Service Management: Deep understanding of ITIL frameworks and best practices. ITIL certification is desirable.
11. Project Management: Experience managing IT infrastructure projects using Agile, Waterfall, or hybrid methodologies. PMP, PRINCE2, or equivalent certification is an advantage.
12. Business Analysis: Ability to translate business requirements into technical solutions and vice versa. Experience with process mapping, documentation, and gap analysis.
13. Problem Solving: Strong analytical skills with the ability to troubleshoot complex technical issues and drive resolutions.
14. Communication & Leadership: Excellent verbal and written communication skills, with the ability to engage both technical and non-technical stakeholders effectively.