IT Service Delivery Manager

• Measure and continuously improve the service delivery processes in both quality and value with a view to increasing customer satisfaction.
• Ensure maximum consistency and efficiency across our service delivery functions.
• Support all IT technology teams for Incident management first, second and third line.
• Manage third party suppliers to ensure measurable quality, value and customer satisfaction in line with contractual support & maintenance agreements.
• Engage with and manage appropriately the relationships, processes and deliverables to and from the IT PMO through a combination of SLAs, KPIs, relationships and processes.

This is a challenging role requiring Broad IT technical aptitude and knowledge, business analysis skills and good communication across all levels of the business. 

• Day-to- day management and service delivery of agreed IT Services including service level management, analysis, and reporting.
• Management of the business relationship for day-to-day IT delivery and scheduling of IT resources to provide first and second line support.
• Management & engagement with 3rd party suppliers to resolve incidents, identify service improvements and deliver cost effectiveness, quality, and value.
• Delivery of a model for IT Service Delivery that will constantly monitor, analyse, plan and operate IT Services to ensure continuous improvement.
• Monitoring of compliance to service levels and ensuring that agreed service level objectives are met for all services – and that any performance gaps are addressed by liaising or influencing with other IT teams
• Management of speedy resolution of all service failures in order to minimise operational disruption and potential revenue loss for the business
• Support the Demand process for new business requests. 
• Participate in ‘on call’ IT service delivery manager role across the airports.
• Participate in outside business hours’ assignments for the deployment of changes to production systems where required
• Participate in DRP and BCG groups – including scheduling, supervision, and reporting on tests.
• Providing leadership / mentoring across all areas of the local IT teams ensuring resources, capabilities and capacity are in place to meet both existing and new business demand (training, succession planning etc.).
• Contributing to the design, delivery and ongoing management/maintenance of an effective end-to-end monitoring operations centre for IT services 
• Provision of skilled problem management analysis & support including delivery of root cause analyses and implementation of corrective action plans.
• Liaison with the DAA IT PMO to support the transition and implementation of new business applications.
• Ensuring that IT standards, security and compliance policies are adhered to.
• Lead and provide input into the technology plan & lifecycle upgrades for cloud solutions and corporate IT. 
• Implementing ITIL v4 industry standard processes
• Produce documented processes and relevant support documentation to ensure effective and efficient work practices and meet audit standards
• Escalation liaison with other technical teams for problem / analysis / resolution 

• Minimum of 5 years experience in a similar position
• Strong working knowledge of ITIL practices in relation to incident management, request management, problem management, change control and continual service improvement 
• Proven experience of contract negotiation and supplier management; experience of successfully integrating business and operational requirements into supplier relationships
• Thorough understanding of daa business and market sector and able to use that knowledge to anticipate how future services offers need to evolve to meet business requirements
• ITIL V3 Expert level
• ITIL V4 certifications
• Strong customer and business focus
• Broad IT Technical Aptitude and Knowledge
• Strong business analysis & process mapping
• Strong communicator at all levels
• Takes ownership for delivering on promises
• Takes a flexible approach to their work, and will go the extra mile as required
• Keeps abreast of what is happening in their own area
• Reviews own work methods with a view to improving
• Results focussed – able to determine the priorities and to deliver on them under pressure.