Service Delivery Manager - #1118849

Job Description

Service Delivery Manager
Cardiff (hybrid)

Our Financial Services client has a brand new vacancy within its growing organisation, for an experienced Service Delivery Manager. This role is instrumental in ensuring that the organisations technology services are meticulously aligned with its strategic goals and operational demands.

This role is central to managing and optimising relationships with outsourced IT service providers, ensuring these partnerships deliver exceptional value, performance, and compliance with the organisations standards.

Through a deep understanding of advanced ITIL practices, the SDM will craft service delivery frameworks that enhance efficiency, resilience, and customer satisfaction. In addition, the SDM will play a pivotal role in the strategic management of outsourced delivery models. This encompasses rigorous vendor management, ensuring outsourced services are not only compliant with regulatory standards but also aligned with the organisations ethos of delivering secure, scalable, and forward-thinking IT solutions.

Responsibilities
Utilise advanced ITIL knowledge to develop IT service management strategies, optimising service delivery, incident management, and continuous improvement
Oversee comprehensive governance, ensuring IT services comply with regulatory standards and embody best practices in risk management and cybersecurity
Manage SLA reviews and renegotiations, aligning outsourced services with the organisations strategic objectives and operational requirements
Champion streamlined, non-bureaucratic process development suitable for a lean team, integrating Six Sigma for efficiency without complexity
Lead change management initiatives, ensuring effective implementation with minimal disruption and maximum organisational benefit
Conduct regular strategic evaluations with key IT partners, including the Cloud Infrastructure Manager, to align service delivery and infrastructure management
Monitor and optimise IT service performance, leveraging metrics and reports to drive quality improvements and strategic alignment.

Skills
Advanced certification in ITIL, demonstrating a deep understanding of IT service management frameworks and the ability to apply them effectively in a complex, outsourced environment
Proficiency in managing outsourced delivery of cloud technologies, cybersecurity practices, and infrastructure management, with a strong grasp of the organisations technology stack including Azure and M365
Demonstrated expertise in managing outsourced delivery models, with the ability to negotiate, influence, and maintain productive relationships with external service providers
Exceptional leadership and communication skills, capable of articulating complex technical concepts to non-technical stakeholders and leading teams with confidence and clarity
A pragmatic approach to problem-solving and the development of non-bureaucratic processes that are efficient and adaptable to a small team environment
The ability to work effectively in both startup environments and scale operations, embodying a hands-on, collaborative approach to service delivery.

Qualifications and Experience
Significant experience in IT service delivery within a regulated financial services environment, underpinned by a track record of enhancing organisational value through strategic IT service management
10 years+ experience in a service management function within a regulated UK entity
Relevant higher education qualifications in Information Technology or a related field, supplemented by industry-recognised certifications in ITIL, project management, and cybersecurity
Demonstrated success in the strategic management of outsourced IT service models, with a deep understanding of the dynamics and challenges involved in third-party service delivery.

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