IT Service Delivery Manager

Permanent – Full Time

We are currently recruiting for a talented, motivated and ambitious IT Service Delivery Manager to join our IT team in our Rugby head office.

You will act as the ‘Voice of the Operational Business’ ensuring they receive fit for purpose and effective IT from Group and 3rd Parties. You will assess operational performance of end-to-end IT and take responsibility for investigation & continual service improvement activities. You will build solid relationships with specific C&I personnel that will allow you to understand the requirements and challenges facing the business as a whole. You will co-ordinate activity for the C&I business on everything from projects to incident management. Your approach to the business needs to be that of the service partner to a ‘Customer’. You will represent C&I on all specific operational and technical forums focusing on ‘right tool for the job’ and optimal user experience, communicating C&I specific needs to the IT community.

This is a hybrid role based in Rugby for the next 12 months with an upcoming office relocation to a new location located within 10 miles of Rugby.

Responsibilities:

• Building relationships with the business engaging key representatives to enhance their access to IT Services


• Build up a network of ‘named’ business contacts at various levels to communicate & collaborate on vital IT Issues


• Take responsibility for governance of operational service performance for C&I, through assessment of BT SLA’s, operational trend analyses, internal team activity & performance and finally supply chain performance


• Act as extended support team for major incident co-ordination with Group & BT


• Monitor customer satisfaction and actively respond/investigate instances of poor performance


• Act as the intermediary for the business to Group services and 3rd party suppliers, communicating issues and opportunities to the right parties – ‘get things done, make things happen’


• Collaborating with head of business IS to deliver C&I specific continual service improvement programme with BT and Group Shared Services


• Take responsibility for operational escalations and customer complaints though to resolution and CSI


• Controlling communications to the business to ensure C&I is aware of any change/risk to the business from IT


• Following up if service delivery is not meeting expectations


• Follow hardware and software best practices as defined by the Managed Services management

To have a successful application, you will have:

• End user experience focus of service, is essential


• Current ITIL Foundation certification.


• People focussed


• Attention to detail


• Persistence to get issues resolved


• Good analytical skills to root cause.


• Having successfully worked in an IT Shared Service IT structure is a distinct advantage.

About the Central Support team

Predominately based in our Rugby Head Office, the central support team is made up of many support functions key to the success of the wider business. We partner with the sector and regional Business Units to provide exceptional customer service to our internal and external customers.

We have a great opportunity for you to join this customer focused team where you can grow your skills and progress in your career. We are looking for people who share our passion on delivering exceptional customer service whilst also being able to work within a fun and hardworking team environment. Talented people are the key to our success, so if this sounds like you, apply now.

Please refer to the full Job Description upon completing your application

At Morgan Sindall Construction we encourage diversity of people and thought, and we embrace peoples’ differences.

Everyone is unique and we value the different ideas, experiences, and perspectives that each individual brings to their work, their team, and the wider business.

We are committed to ensuring we create the very best place to work in the industry, and an environment where every person feels included and is treated equally, fairly and with respect.

We actively promote an inclusive culture where you can be yourself at work. It’s this approach we believe brings out the best in everyone and creates a fun, dynamic, innovative, and rewarding environment.

Morgan Sindall is an equal opportunities employer and has been accredited with the Positive About Disabled People ‘Two Ticks’ accreditation. We are also an Investors in People company.