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Service Delivery Manager

  • Location: Derbyshire
  • Salary: Up to £0.00 per annum
  • Job type: Contract
  • Sector: IT & Information Security
This vacancy has now expired.

JOB TITLE: ITIL Service Delivery Manager (Interim)
ACCOUNTABLE TO: Head of Service Management/Account Director
LOCATION: Newcastle-Upon-Tyne


The ITIL Service Delivery Manager is responsible for several key functions within Capita's IT Services department. These include the delivery of a high-quality services to key stakeholders within the NHS-BSA and their end users. Ensuring 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 Services team to achieve these expectations to a high standard.

The role may carry some has line management responsibilities for team members contained within the Service Management function

Key responsibilities

The post holder will support the Head of Service Management/Account Director in supporting the following functions where they will be expected to be the key accountable owner for some of the functions and be able to deputise for colleagues on other key functions: -
  • Service-Level Management
  • Supplier Management
  • Availability Management
  • Capacity Management
  • Change and Release Management
  • Service Portfolio Management
  • Service Transition Management
  • Service Asset and Configuration Management
  • Problem Management
  • Service Continuity Management
  • Quality Management
  • Service Operation
  • Incident Management

The post holder will also be responsible for:

Service-Level Management

Is responsible for the monitoring and review of the levels of IT services specified in the service-level agreements (SLAs). Ensure that arrangements are in place with internal and external suppliers and that the underpinning contracts are in place and managed. Regular assessment of the impact of change on service quality and SLAs. Working closely with the operational teams to control their activities. Establish metrics and monitor performance against agreed levels.

The role has a significant role dealing with the customer (as opposed to the user serviced by the service desk).
  • Ensure that services are delivered when and where they are supposed to be
  • Work with availability management, capacity management, incident management and problem management to ensure that the required levels and quality of service are achieved within the resources agreed with financial management
  • Ensuring that appropriate service continuity plans exist to support the business and its continuity requirements
  • Where this is the responsibility of the BSA ensure that the boundaries are clear and communicated
  • Establish and maintain good working relationships with others in service delivery to ensure the services are provided in an efficient manner
  • Production of the Opps Board report

Incident Management

Responsible for the restoration of normal service, as quickly as possible and minimize impact.

Supplier Management

Responsible for the management of suppliers and contracts. Ensure contracts align with business needs and meet Service Level Agreements.
  • Meet with suppliers to discuss SLA's
  • Hold 3rd Party and in house suppliers accountable for delivery standards
  • Manage building management issues dealing with landlords and Capita service users.

Availability Management

Responsible for service-availability. Monitoring availability, and maintenance obligations.
  • Ensure that we or our suppliers have processes in place to ensure key components remain in and can be restored to an operational state
  • Ensure appropriate resilience and redundancies are in place to keep the service reliable
  • Working with Capita's Security specialist to ensure the confidentiality, integrity, and availability of the BSA's data
  • Know and communicate as appropriate which systems are suffering from availability issues and the progress to restore full availability

  • Managing Major Incidents, owning and coordinating resolving parties and customers, ensuring effective communications and escalating when required.
  • The production of regular and Ad Hoc reports.
  • Coaching less experienced IT professionals.
  • Protecting the live environment and ensure effective hand over from Projects and changes to live operations
  • Drive internal and 3rd party providers to meet targets and ensure high quality service delivery
  • Reporting issues and non-compliances and proposes and monitors action for resolution.

Capacity Management

Responsible for the provision of services by matching resources to BSA business demands.
  • Application sizing for Capita supplier systems
  • Workload management
  • Demand management
  • Capacity planning
  • Resource management
  • Performance management
  • Produce Capacity reports for the BSA





ITIL Processes

Proficient in

Have excellent working knowledge and experience of ITIL Processes and there practical application

3rd Party Management

Proficient in

Experience of managing and coordinating the work of others, including 3rd Parties to deliver good customer service

Service Desk Management

Proficient in

Experience of maintaining a high performance support service including IT Service Desk

Incident Management

Proficient in

Experience in the management of major incidents

Time Management

Proficient in

Ability to work proactively under own initiative, take responsibility and work to deadlines

Analytical skills

Proficient in

Have analytical skills including the ability to handle numerical data and statistics.

Project Management

Familiar with

Have experience in project management techniques.


Proficient in

Have the ability to converse fluently, logically and confidently with a wide range and levels of stakeholders both internal and external of Capita


Proficient in

Possess strong influencing and negotiation skills

IT Infrastructure

Familiar with

Have a good understanding of network and server architectures as it pertains to IT Service Delivery

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

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