Senior Service Delivery Manager – FTC 24 months -to £65k plus benefits – mainly remote with travel to Carlisle office approx. twice a month

My forward-thinking Financial Sector client is a genuinely a great place to work. As an employer they value how they treat both their employees and their customers in an ethical and responsible manner.  As a business, they have been on a journey of modernisation and change to deliver new products and services using great technologies. They are still on that journey and this role is a key management / leadership role within the IT Technology Solutions Team.

What will you be doing?

As Senior Service Delivery Manager you are the cornerstone of our Technology solutions team, blending strategic insight with operational acumen to drive innovation, value and success. You will lead a team of colleagues to provide a strategic direction in life cycle of our IT Services.

The core deliverables include leading the technical Solutions teams to ensure IT services meet business requirements, while developing the team to support the IT needs of the business, maintain existing applications and implementation of new technical solutions.

You will keep up to date with emerging trends in technology; be adept at balancing strategic and technical needs to deliver quantifiable business benefits within budget and resource constraints; and be able to adapt delivery approaches to optimise results.

Main responsibilities include:

• Managing outcomes in line with your team’s capacity and availability, developing an understanding of the relevant frameworks to ensure resource availability is communicated balancing the whole work stack.
• Actively managing risks, issues, and dependencies for your team, acting on management information and adapting ways of working to mitigate risks
• Monitoring trends in team performance and effectiveness, proactively engaging and motivating the team as required
• To continually maintain and expand a strong working knowledge of currently used and future technologies to provide technically accurate solutions to end-users and to increase the value delivered by technology.
• Design, gather, and analyse metrics to drive improvement for the Technical Solutions team.
• You will take accountability of issues that occur and be proactive in searching for potential problems.
• Establish, implement, and maintain, systems policies and procedures.
• Connect with industry IT leaders to gauge and improve effectiveness of support and services.
• Own and oversee Budgeting and managing costs within relevant sections.
• Be a point of contact for out-of-hour support for emergency situations and escalation for our systems.
• Ensure asset knowledge is at the forefront of our processes
• Acting as a Managerial escalation point, reacting to and steering escalated operational incidents.
• Any other reasonable duties as needed to support the role, team, and business.
• Support, communicate and reinforce the mission, values, philosophy and culture of the organization.

What skills and experience do you need to be successful in the role?

You’ll have proven experience in IT Service Management and effective leadership and team management skills to coordinate cross-functional teams and drive collaboration.

• Demonstrate a deep understanding of ITIL framework and practices to ensure effective IT operations.
• Experience of working in technical teams delivering and supporting complex solutions.
• Experience of creating, developing and managing cross functional technology teams
• Strong interpersonal, negotiation and influencing skills and experience of liaising with senior stakeholders to deliver activities.
• Strong analytical and problem-solving abilities to identify process bottlenecks and implement improvements.
• Excellent management skills with the ability to prioritise tasks and manage multiple initiatives simultaneously.
• Excellent communication skills, both written and verbal, to convey complex technical information clearly to various stakeholders.
• Be able to demonstrate evidence of delivering successful target operating model improvements.
• Adept at using relevant software tools and platforms for asset management, knowledge base management and project management

Qualifications and Experience

• Significant experience in an IT leadership or managerial role.
• Strong technical expertise in areas such as network administration, system administration, virtualisation, and cloud computing
• Experience of creating, developing or managing cross functional teams
• Proficiency in ITIL frameworks and best practices for IT service management.
• Excellent communication skills, with the ability to effectively interact with stakeholders at all levels of the organization.
• Relevant certifications such as CISSP, CCNA, or MCSA/MCSE are desirable.

What is in it for you?

This is a business who strive to create a Financial Service experience that’s kinder to people and planet. Unlike banks, they don’t have public or private shareholders which means they can invest 100% of their profits back into the business. As a result, the business is purpose-led, financially strong, socially responsible and always focused on their people, planet and communities.

Presently they are about to begin an exciting transformational journey with their people firmly at the forefront of their plans.  If you want to work for a team integral in helping to drive cultural change, a team where you can bring your whole self to work bringing your energy and creativity to make a positive difference, then this is the job for you. 

• Competitive salary - up to £65k p.a. depending on skills and experience.
• Holidays - 25 days holiday plus public holidays and the opportunity to buy and sell up to 2 days. Your holiday entitlement goes up with years of service.
• Pension – a generous pension where the employer contribution goes up with years of service
• Death in Service – four times salary.
• Learning and Development opportunities - We want you to grow in your role. We’ll work together to support your personal and professional development.
• Hybrid Working - the tools and equipment you need to be able to work from home when you need to, depending on your role.
• Health and Wellbeing - a calendar of events and activities throughout the year, Mental Health & Wellbeing champions and Cycle to Work scheme.
• Community Day - We offer our people an extra paid day off every year to help local charities and community organisations.