Senior Service Delivery Manager

Requirements of the role

We are going through a period of transformation within our Digital, Data and Technology (DDaT) teams which will make a positive impact to TPR, the industry, and savers across the UK.

The Senior Service Delivery Manager will be a key partner and own the day-to-day, as well strategic, relationships with internal teams and customers, ensuring consistency in engagement across the business and presenting metrics to demonstrate the successful delivery of services.

As the Senior Service Delivery Manager, you will also manage significant outages and provide problem management. You will work closely across the Technology function to ensure successful delivery of services to the business and help shape the operating model. You will also pick up feeds from numerous sources, with the aim of putting in place continual improvements. You will implement best practices while ensuring these are aligned to new ways of working. You will assist with coaching to ensure successful development within the team.

We will also provide you with support and further training to keep you up to date with the newest technologies to develop your skills further.

Responsibilities

• Be accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems and risks identified.
• Understand and identify business challenges and be accountable for developing strategies and solutions to deliver added value to the business.
• Be accountable for ensuring ITSM processes are being reviewed, followed and KPIs are produced to show CSFs are being met.
• Own communications and information for all related digital and technology activities to the business.
• Own the relationship between the business area and DDaT, ensuring that the services are delivered to the required standards. Provide advice and guidance and be a key point of escalation for service issues.
• Responsible for ensuring IT Service Reviews are conducted with the business, ensuring reporting is at a level to demonstrate service performance.
• Responsible for ensuring a highly collaborative relationship with other departments and teams.
• Accountable for ensuring continuous improvement activities are tracked and owners identified to work collaboratively with the team to implement.
• Accountable for ensuring emerging and recurring problems are identified, communicated, and resolved.
• Accountable for ensuring root cause analyses are performed to minimise the adverse impact of incidents caused by problems within the IT infrastructure.
• Responsible for coaching members within the team and ensuring their development allows them to progress.
• Responsible for identifying costs saving activities and ensuring these are actioned and savings tracked.

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