IT Service Delivery Manager
As the delivery Manager you will be an integral part of the IT Services team, reporting to our Business Services Lead. IT Services provides Desktop, Communications, Data, Networking and Infrastructure solutions and services for the business globally.
The main focus of your role will be to manage a local team of IT Services Infrastructure Specialists. As Delivery Manager you are responsible for managing the team, delivering IT change and maintaining IT operations across our organisation.
Resource planning & stakeholder management
-Responding to adhoc resourcing requests
-Identify, confirm, and commit appropriate resources (right skills /experience for the work requested)
-Provide resourcing insight to change approval board (i.e. confirm if we have people available for proposed projects)
-Amending / adjusting existing project allocations
-Facilitate conversations with stakeholders, provide resourcing information where appropriate to manage expectations.
-Facilitate inter and intra portfolio priority calls.
-Drive stakeholder engagement and positive working relationship with customers.
-Involving engineers in resourcing process to ensure preferences, career aspirations are taken into consideration when work is allocated
-Identify when it's appropriate to start recruitment to meet upcoming work commitments.
-Facilitate conversations between PMs, DMs and TDAs to identify what type of resource and skillset is required
-Provide job specs to appropriate partners to provide candidates.
-Ensure stakeholders capture work in JIRA stories.
-Ensure stakeholders and engineers update and keep stories up to date.
-When/if needed help engineers go back to stakeholders if stories don't' meet acceptable detail and standards
-Protect the team from over work and 'walk up requests' by discussing current and upcoming workload.
-Provide access to ITS JIRA board where appropriate
Relationship management of the Service provider Change Team
-Weekly and monthly service reviews
-Ensure service provider responds to feedback and carries out agreed actions
- Ensure monthly invoice corresponds to days worked by the offshore change team.
- Act as a primary point of contact for the offshore change team.
Service Centre Manager
- Managing JML process for a team of 80+ members
- Manage escalations on delays, mistakes, security / privacy incidents etc committed by the members
- Provide line manager approval for system access
- User access audit
- Providing audit data and remediating issues.
-Facilitate weekly Delivery meetings
-Capture and track actions for Delivery Team's RAID log