Key Responsibilities:
Service Delivery Management:
• Oversee end-to-end delivery of IT services, ensuring compliance with Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
• Monitor and report on service performance, identifying areas for improvement and implementing corrective actions.
• Leverage prior software development and architecture experience to guide technical teams in addressing complex delivery challenges.
Customer Relationship Management:
• Act as the primary point of contact for customers regarding service delivery concerns, updates, and feedback.
• Foster strong relationships with clients to ensure satisfaction and a deep understanding of their IT needs.
• Translate technical concepts into business value for stakeholders with varying levels of technical expertise.
Team Leadership and Coordination:
• Lead and mentor a team of IT professionals, including system administrators, engineers, and developers.
• Coordinate cross-functional teams, leveraging prior hands-on and architectural knowledge to ensure seamless service delivery and resolution of issues.
Technical and Continuous Improvement:
• Develop and implement processes, tools, and best practices to enhance service delivery efficiency and effectiveness.
• Drive innovation in service delivery through the adoption of new technologies, leveraging cloud platforms, DevOps principles, and modern software engineering practices.
• Provide technical guidance in architecture and system design to support scalable, reliable, and secure IT solutions.
Financial and Resource Management:
• Manage budgets for IT service delivery, ensuring optimal allocation of resources.
• Assess and forecast resource needs to support current and future service demands.
Governance and Compliance:
• Ensure adherence to organizational policies, industry standards, and regulatory requirements.
• Conduct regular audits and reviews to maintain compliance and mitigate risks.
Qualifications:
• 5+ years of experience in IT service delivery, project management, or a similar role.
• Proven track record of managing large-scale IT operations within a large enterprise environment.
• Hands-on software development experience with a strong understanding of programming languages, frameworks, and system architecture.
• Previous experience in software or solution architecture is highly desirable.
• Bachelor’s degree in Information Technology, Computer Science, or a related field (Master’s degree preferred).
• ITIL, PMP, or equivalent certifications are highly desirable.
• Strong leadership and team management skills.
• Excellent customer service and stakeholder management abilities.
• Proficient in ITIL processes, service management tools, and incident/problem management frameworks.
• Strong technical expertise in cloud technologies, IT infrastructure, and cybersecurity principles.
• Familiarity with Agile/DevOps practices and modern CI/CD pipelines.
• Excellent analytical, problem-solving, communication, and interpersonal skills.
Work Environment:
• Ability to work in a fast-paced, dynamic environment.
• Occasional travel may be required to meet with key stakeholders.
Salary
Competitive
Monthly based
Location
Bothel and Threapland, Cumberland, England, United Kingdom, England, United Kingdom
Bothel and Threapland, Cumberland, England, United Kingdom, England, United Kingdom
