Description
Service Delivery Manager (SDM)
Contract 6 months
Dublin 2
The client has acquired a fund management company, with their own on Premises datacentre and IT capability. During the transition project It requires an IT manager with experience in IT Service Management and IT Operations Management to maintain the current IT service, and support the project with the transition activities up to and including the decommission of the existing data centre.
The SDM will as the single point of contact (SPOC), for the management of the IT Services of the acquired company. The SDM will interface with the customer, delivery/project management, and all delivery resources. All existing IT staff will report directly to the SDM until transition to the integration operational mode. The successful candidate will have a broad understanding of IT operations covering service desk, networking, server and storage.
The successful candidate will be expected to deliver services customer locations where we are providing Service, predominately in Ireland, US, Bermuda, and Mauritius. This may require out of hours support when required. The role may also require flexibility to undertake International travel from time to time as part of the delivery of service.
The SDM will report to the CIO.
The SDM's principal responsibilities are:
Service Definitions and Creation
- Undertake a due diligence exercise covering staff, vendors, IT services, budgets, contracts
- Capture customer new requirements, review solution model and costs for new services;
- Own and manage Service Transition, and supporting Project Plans.
Service Delivery Management:
- Responsible for service delivery to all assigned customer(s) to the Service Level Agreements (SLA);
- Owner of all Service Desk Processes (Incident, Problem Change etc), amend and create new processes where appropriate;
- Manage the service desk tool (s), enhance and innovate where appropriate;
- Deliver the service in line with the project budget;
- Maintain, monitor and improve services;
- Liason to customer for escalations and service quality;
- Identify project risks and issues, maintain risk register, and issues logs;
- Responsible for the efficiency and productivity of the service desk, regularly review the resource estimates and forecasts to support Service Delivery.
Operation Management:
- Overall responsibility for the IT operations and daily maintenance duties;
- Ensure that all operational procedures are executed;
- Responsibility for the testing and monitoring of all DR procedures.
Reporting:
- Ensure customer satisfaction levels are maintained;
- Report on KPI's and SLA achievements, on daily, weekly, and monthly intervals where appropriate;
- Major incident reporting;
- Provide input/analysis on Staff Performance to Operations Management;
- Maintain & monitor customer satisfaction levels;
- Present monthly service reviews to CIO
- Responsible for Customer Satisfaction (CSAT) survey;
- Change/Problem Management:
Job Specification
- Coordinate activities for Change and Problem Management;
- Ensure tools updated with relevant information;
- Control workflow of problems and changes;
Vendor Management
- Management of local and global suppliers;
- Develop and maintain professional/trustworthy relationships with vendors;
- Negotiate pricing and contract reductions where appropriate;
- Complete vendor assessment forms;
- Liaise with the customer and external managed service vendors to coordinate IMAC-Ds on new/existing WAN connections.
Compliance
- Ensure project documentation is up to date (eg SOHB, ISO processes, etc);
- Configuration changes as required (eg Categories, accounts, escalations, notifications, assets, forms, etc);
- Own processes and ensure customer requirements are met (Infosec, compliance, etc).
- Ensure the adoption of Processes and procedures across the acquired company, in line with the timelines of the transition project;
- Support client audits with documentation and audit responses in relation to IT questions.
Competencies/Experience:
- 3rd Level Degree in IT Discipline or similar;
- 3+ years in a management/leadership role delivering service against SLAs or agreed targets;
- Strong leadership and influencing capabilities;
- Good presentation skills and Communication skills;
- Good documentation skills;
- PM certification desirable;
- Experience with managing vendors, and budgets
- Experience leading an IT team either in Supervisor, Team Lead or Manager role;
- ITIL Certified v3 with experience in an ITIL environment, experience with Incident/Problem/
Change management processes, experience in outsourced IT preferable, technical background in infrastructure required;