Description
• Plan and execute end to end knowledge transition activities across teams (functional and technology)• Maintain high performing service support functions
• Deliver end to end CMS implementation program
• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Effectively deliver/manage Staff Management including recruitment, mentoring, training, and target setting
Preferred
? At least 7 years of experience in CMS/Web applications
? Must have worked in a large software transformation program
? Excellent leadership and people management skills
? Excellent written and verbal communication skills
? Willingness to support and mentor junior staff
? Excellent customer facing/customer service skills
? Able to work under pressure and meet deadlines
? Able to demonstrate a high degree of flexibility including shift and out of hours working
? Excellent organizational skills
? Able to manage sensitive and sometimes confidential information
? Self-motivation and able to take responsibility
? Able to manage and prioritize and tasks and time efficiently
? Able to demonstrate initiative and a proactive approach to daily tasks