Our client is a long established, financial services business. They are a medium sized company that offers finance solutions through an omni-channel business model

Role Description:

They are looking to hire a Service Delivery Manager / Transition Specialist on contract to manage a small team of IT support specialists, while concurrently delivering end-end process and technology change

Responsibilities:

• Develop and retain the Service Desk team
• Improve efficiency of Service Delivery with a focus on process improvement and automation
• Review ways of working and identify key drivers of current workload.
• Identify opportunities for improved efficiency through process redesign and automation.
• Transform the Service Delivery operating model, through coaching and process improvement, to one measured by customer service outcomes.
• Participate in the selection of a modern ITSM system to support an efficient and customer service focused operating model. Lead the system implementation.
• Design and implement processes and tools (eg reporting) to ensure the sustainability of the changes described above.

Skills and Experience:

Essential:

• Minimum of 5 years Change and Service Delivery Management experience, with a track record of developing and challenging a team/s
• Knowledge and experience of ITSM systems.
• Experience with process design and documentation.
• Working knowledge of the Microsoft technology stack
• Previous experience of contributing to the end-end implementation of an ITSM system including QA / vendor management
• Excellent written and verbal communication skills.
• Able to constructively challenge and improve entrenched ways of working.
• Ability to work autonomously with minimal input.

Desirable:

• Tertiary qualifications in IT, Business or a related discipline
• Project and/or Change Management certifications
• Previous work in the finance or related industry.

Consultant: Colin Massey

Keywords: Service Delivery, IT support, ITSM, project management, change, Service Desk, transition, Microsoft stack, Atlassian tools (Jira, Confluence), financial services, customer service outcomes focused