Service Delivery Controller - Reputable Company

A leading provider of IT Infrastructure service solutions for medium and large scale private and public institutions is seeking to engaged an individual for the position of a Service delivery Controller.

The IT Service Delivery controller oversees a number of key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

In doing your job, you will be expected to exhibit these Leadership standards amongst others;

1. Ownership Mentality -:  Accountability & Responsibility – Holding yourself and others accountable and responsible.
2. Building yourself: Continuous learning through coaching and training.
3. Bias for Action -: Timely completion of activities and projects, on time and in Full (OTIF).
4. Growth Mindset-: Unrelenting Focus on growing the Business and yourself.

RESPONSIBILITIES

This description reflects the core activities of the role but is not intended to be all-inclusive and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time. There is a requirement for the post holder to recognise this and adopt a flexible approach to work. Job descriptions will be reviewed regularly and where necessary revised in accordance with organisational needs. Any major changes will be discussed with the post holder.

Service Management

• Maintain high performing service support functions including IT Service Desk Systems
• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• As owner of the escalation process the Service Delivery Coordinator will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• 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
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes

Meeting Support

• By managing and facilitating meetings, to ensure that teams are improving performance, service, and product quality.
• Use information gathered at these meetings to target areas that need improvement.

Technical

• Lead the service delivery Management team to continually improve service delivery
• Lead a of technical support team, provide support, supervise staff, and provide direction and mentorship in tech support and service delivery.

Performance & Quality

• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance
• Effective Staff Management including recruitment, mentoring, training, target setting and performance assessment

Required Skills or Experience

• 1-3 years in service delivery (experience in the IT Industry)
• Able to demonstrate the ability to undertake the above responsibilities
• A passion for Service Improvement
• Experienced Service Management professional
• ITIL Qualified
• Previous experience as a Team Lead or demonstrable experience in leading virtual teams
• Experience of managing 3rd parties and 3rd party delivered services
• Excellent leadership and people management skills
• Excellent written and verbal communication skills
• Willingness to support and mentor junior staff
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadlines
• Able to demonstrate a high degree of flexibility including shift and out of hours working
• Excellent organizational skills
• Able to manage sensitive and sometimes confidential information
• Self-motivation and able to take responsibility
• Able to manage and prioritize and tasks and time efficiently
• Able to demonstrate initiative and a proactive approach to daily tasks