Sentinel are working with a well-known hospitality business - based in Central London - who are looking to hire a Service Delivery manager to their centralised IT function.
The Senior IT Service Delivery Manager leads on the quality of IT Support and delivery of IT solutions used by the employees of the business. On a day-to-day basis, they oversee the operations and performance of the Service Desk and are instrumental in the setup, configuration, and delivery of new technology. They ensure our customers receive IT solutions with minimal impact on operations by being a key part of technology cycle from concept to creation. They are actively involved in decision making that helps improve business performance through service and technology innovation and will be instrumental in building a high performing team to support and deliver on those decisions.
IT Service Delivery
- Accountability for high quality service levels across the IT department.
- Responsible for ITSM platform and how it facilitates the IT operation and process.
- Implement Asset Management to categorise, assign and track equipment through ITSM.
- Own the Major Incident Process, ensuring communication across the business and RCA is achieved.
- Own the Change Process and champion agreed practices and processes.
- Problem Management and Trend Analysis.
Supplier Management
- Forge strong relationships with suppliers, promoting excellence and review performance.
- Own SLAs and escalation paths with suppliers.
- Ensure supplier contracts meet the expectations of the business with respect to service and functionality.
Leadership
- Lead, coach and motivate the team to achieve high performance through enthusiasm, achievement of goals.
- Report and present to the wider IT department on weekly priorities, SLAs and ITSM KPIs.
- Oversight of performance metrics, implementing corrective measures where needed.
- Be the port of call for business escalations; relieve tensions, solve problems, and give realistic expectations.
IT Business Solutions
- Ensure technical documentation, call scripts, knowledge bases and known issues are in place and trained in for smooth support transitions.
- Working closely with the IT Project Management team to define the scope and objectives of new technology deployments.
- Identify and interpret technical requirements.
- Ensure software and hardware deployments are supported and provide testing resource where needed.
This organisation has a very special culture and an open and friendly style of working. It operates at pace and is a high-energy, invigorating environment. It attracts people with warmth and a positive outlook who genuinely enjoy working with people.
The right person will embrace and champion the Company culture. They will be curious and inquisitive, with an engaging personality, and an ability to connect with people across the business, whatever their job. On top of this they will have solid experience of leading IT service and/or support teams in a fast paced, service driven environment.
Your application with Sentinel
Sentinel is an award-winning technology recruitment and consulting company with offices in the UK, Czech Republic, and Switzerland. We work with global brands, ambitious start-ups, and leading recruitment outsourcers, ensuring access to exceptional talent through permanent, contingent labour, and statement of work services.
Get in touch today for new opportunities, or guidance on sourcing strategies, salary and rate benchmarking.
We aspire to provide great service to all applicants. If we think you’re right for the role, we’ll be in touch as soon as possible. If not, we’ll keep you updated with other opportunities in your field.
To apply for this role or more information, please apply with your up to date CV below or email ashleigh.farrier@sentinelit.com.
