Service Delivery Manager

Job Introduction

• To define (and refine) the Service strategy for a newly formed SIAM model in accordance with ITIL v3.0.
• To manage the performance of IT Services to circa 1,000 internal colleagues across 6 sites against Service Levels as defined in the contract.
• To Manage and contribute to the delivery of all IT components in order to meet business objectives.
• To contribute to, and help achieve the IT strategy across business, application and technical domains.
• To identify KPI’s and key services and create a mechanism for reporting to the Head of IT and the Executive Board on a monthly basis.

Role Responsibility

The successful candidate will be responsible for:

SERVICE STRATEGY

• Defining an IT Service Strategy by working with delivery partners and business stakeholders to define and continually improve the delivery of Service to NNL colleagues;
• Ensuring the Service Strategy remains aligned to NNL’s critical success factors and key business objectives;
• Ensuring the Service Strategy remains aligned to legislative, regulatory and company policies;

SERVICE DESIGN

• Establishing appropriate tools, controls and processes to manage delivery partners via a SIAM model;
• Ensuring that Service Design and Transition is embedded into NNL’s IT Project Delivery Framework;
• Defining Service Level Agreements (SLA’s) with delivery partners and internal delivery teams for contracted IT Services;
• Defining suitable governance, including regular service review meetings and reporting regimes;

SERVICE DELIVERY

• Overall performance of IT Service performance;
• Management of the IT Service Delivery Team including career development and staff appraisals;
• Performance management of all third-party delivery partners involved in the delivery of contracted IT Services;
• Ensuring that Service Levels for the contracted IT Services are met or exceeded in accordance with the contracted performance regime;
• Effectively monitor, control and support Service Delivery, ensuring systems, methodologies and processes are followed;
• Building and maintaining strong relationships both internally and externally;

The Ideal Candidate

The successful candidate will:

• Possess a broad knowledge of IT for a medium sized organisation, ideally with a scientific / engineering background.
• Have strong communication and influencing skills and the ability to build relationships and influence senior stakeholders;
• Have a relevant level of experience working in an IT Service Delivery capacity; and be qualified to at least degree level.

About the Company

We play a key role in the UK and global nuclear industry. That means reducing the cost of clean-up and decommissioning, maintaining critical skills and attracting talented new people to the industry. We're the only UK organisation with the skills, facilities and expertise to provide technical support to all aspects of the nuclear industry. What's more, we pride ourselves on offering quality, value and service to every one of our customers.

National Nuclear Laboratory