The Service Delivery Manager (SDM) maintains and improves business aligned IT Service quality through a constant cycle of agreeing, monitoring, reporting and reviewing IT Service offerings and by continually driving for service improvement by the regular creation of Service Improvement plans and Initiatives. The SDM has responsibility for ensuring that all MIS related policies, processes and procedures are appropriate and aligned with the needs of the business, whilst ensuring that audit and governance requirements are maintained and met. Furthermore, the SDM is the first escalation point for the Service Management Team. The SDM will also be involved in major issues or incidents.

Areas of Responsibility

• Management of the Service Management Team, including Service Desk, Change Management, Release Management, Problem and Availability Management.

• To act as an escalation point for all of the above Service Management teams and business users alike.

• To represent Service Management to the MIS technical teams and the wider business

• To act as the process and policy owner for Service Management

• To agree and implement clear and defined Service Levels with the business

• To review and collate all service management reporting and present to MIS Senior management

• To implement regular Service reviews with the business and MIS alike and agree Service Improvement plans

• To define and agree target metrics and Key performance indicators for the Service Management Teams and measure accordingly.

• To regularly Review agreed SLA’s with the business to ensure that they continue to meet the business needs

• To own overall the Service Management process ensuring that all policies, processes and procedures are in line with both SOx Requirements and MIS best practice and ensure that any agreed remediation work is completed in a timely manner

• To be the process owner for the management of third party suppliers, to ensure that regular reviews are taking place and that each supplier meets the agreed service levels.

• IT Governance and Control – arranging internal management testing of all MIS IT General Controls ensuring that all processes continue to be compliant.

• Ensure all IT audit deficiencies are remediated and retested.

• To ensure that the transition of new IT Services into the production environment is seamless and well managed.

Skill Set/Experience

• Excellent communication Skills

• Excellent interpersonal Skills

• 3 yrs. experience in Service Delivery Management

• Excellent knowledge of ITIL V3.0

• Excellent Documentation Skills

• Excellent working knowledge of Sarbanes Oxley and/or BS27000:1

• Experience with writing policy and process documentation.

• Proven Management Experience.

Specialist Knowledge/Professional Qualifications

• ITIL V3.0 Expert Qualification Desirable

• ITIL V3.0 Foundation Certificate Required.

• VSM Suite knowledge Desirable.

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