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IT Service Delivery Manager

  • Location: West Yorkshire
  • Salary: £40000 - £45000.00 per annum + Amazing Benefits
  • Job type: Permanent
  • Sector: IT & Information Security
This vacancy has now expired.

Business overview
Capita Primary Care Services England (PCSE) provide key administrative and payment services on behalf of NHS England ranging from managing supplies, performers list and market entry applications through to moving medical records. We do this and more for GPs, Dentists, Opticians and Pharmacists as well as those working in the teams around them and associated disciplines
IT Service Delivery Manager - Outline Role Description
Capita Primary Care Services England (PCSE) have a small internal IT department that is going through a process of reorganisation as it moves to a new level of organisational maturity. As part of this re-organisation a need to enhance several ITIL process areas have been identified
The IT Service delivery manager will work as part of the PCSE IT Management team reporting into the Head of IT. The role will oversee a number of key functions and processes within the department to ensure delivery of the IT service to end users whilst ensuring that the Service Support and Service Delivery processes are in place to meet the business's needs. This position will require stakeholder and 3rd party engagement and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.
IT Service Delivery Manager - Responsibilities Overview
This role has operational responsibility for the delivery and development service desk, incident, request, problem and major incident management as well performance reporting and management of staff delivering the incident and problem management processes. You will be expected to attend regular service reviews to discuss IT performance with the heads of departments as well as 3rd party service reviews. As part of the IT management team there will also be a requirement at some point in 2019 to join the management on-call rota which covers extended hours outside of the normal working day in the event of a major incident.
The role requires someone who has experience of managing challenging workloads, proven experience in running teams and staff management has a good technical awareness. It also requires someone who can work well under pressure, who has proven experience in stakeholder and 3rd party management.
This role will be required to undertake matrix management of the third-party application support team with regards to the incident, major incident and problem management processes

IT Service Delivery Manager - Specific Responsibilities

  • Matrix management of 3rd party Application support team for incident and problem management activities
  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
  • Champion Service and Support in projects and developing a strong understanding of projects and transformation activities impacting your service area and ensuring service impact is minimised and agreed
  • 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
  • To ensure that appropriate and up to date controls, processes, documentation and procedures are in place and followed
  • Review current service desk, incident, major incident and problem management processes, define and implement improvements to the process ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
  • As owner of the major incident process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
  • 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
  • Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
  • Be an ambassador for IT within PCSE, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
  • Line Management of the service desk, 2nd line and access control teams
  • Responsibility for owning progress of IT risk and issues related to area of responsibility
  • Responsibility for ensuring and reporting against end user computing environment for patching and Anti Virus updates by Capita IT Services.

  • Ability to work under pressure with minimum supervision.

IT Service Delivery Manager - Supporting Information and working conditions

  • Leeds based.
  • Able to undertake on call rota (paid) for Major Incidents
  • Flexible to travel to see IT staff based at Blackburn and Preston offices
  • Occasional overnight stays.

Capita IT Resourcing is acting as an Employment Agency in relation to this vacancy.

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