Description
Location: Cheltenham (currently remote due to Covid-19)
Day rate: Circa £400 - £500 per day
Job type: Contract
Start date: ASAP
Contract length:12 months
On call: Required
Solutionize Global is one of the UK's fastest growing Managed Service Providers, we are a Dell Gold Partner and work with some of the biggest names in tech. We are looking for a highly experienced Service Delivery Manager for an exciting engagement as part of a wider programme of work we are delivering.
Service Governance & Process Improvement role, responsible for ensuring the regional infrastructure team are adhering to standards whilst driving behaviour to improve services for our customers. The role has the ultimate focus to ensure all services, components and technologies are running to their optimal best. The role will work closely with IT Senior Management, Senior Application owners and Operational leaders. This is a leadership role with high visibility that requires a strategic implementer.
Responsibilities:
- Lead and develop strategy for in region Governance, Process Improvement (automation, lean, self-service) and service management. Report into the Senior IT Manager and Operations Manager to deliver optimal service.
- Administrative leadership of service Governance in region:
- Define, build, publish and present Service Governance
- Ensure Real Time metrics are available to senior stakeholders from our key products, including ManageEngine, vRealize & ServiceNow
- Own engagement with key customers and application owners on service transparency and alignment to OLA's/SLA's. Run Governance reviews.
- Define, build, publish and maintain a compliance dashboard in region, partner with regional Cyber Security & Compliance teams on effectiveness.
- Deliver Real Time self-service reporting (dashboards) to our IT users
- Leverage Support Service Utilities that underpin regional IT operations, including Monitoring & Alerting products & regional EVM solutions (Nessus).
- Service Health Process Improvement:
- Measure and ensure regional adherence to ITIL across the team
- Report out on CMDB health of our associated CI's and drive process improvement with the team to improve CMDB health.
- Partner with Cyber Security UK team to report out on Enterprise Vulnerability Management (EVM) data for our server estate.
- Drive associated actions with the team to ensure we have a hygienic server estate.
- Ensure software upgrades are delivered by the team for regional Infrastructure devices, Servers and products
- Continual Service Improvement Leader:
- Based on data and end user VoC, identify ways to improve hosting services
- Drive end user self-service and simplification of end user tasks
- Support in-house ticket analysis
- Drive Problem Management in region with technical L3's to enable value through service optimization
- Promote and demonstrate an Automation First thinking. Deliver best fit use cases for automation
- Support regional leadership, Program management and UK Solution Architects to provide TTO processes that drive better outcomes
- Run CSIP program for the region. Work closely with regional Solution Architects, service leaders and project managers to deliver far reaching programs that drive improvement.
- Stay current and follow UK Cyber Security and UK Compliance policies, processes and strategies. Technically support any requirements across the Cyber Security, Application and Infrastructure groups in region
- Present & visible at Cheltenham site to support local teams with technical Linux operational services
Qualifications/Requirements
- ITILv3/ITIL4 certified (ideally Problem Management practitioner)
- ServiceNow experience (reporting)
- UX experience (dashboard creation, delivery)
- Outstanding data analysis skills, presentation skills
- Strong influencer and collaborator. Able to communicate concisely with IT leaders.
- Attention to detail. Able to spot trends and predict future challenges
- Understanding of data centre infrastructure components and how they associate with each other
- IT customer experience leading and communicating across multiple stakeholder levels including GE & IT End users, Suppliers & IT leadership
- Must be willing to work out of Cheltenham, UK site
- Experience with automation technologies including but not limited to CHEF, Docker, vRealize etc.
- SC Clearance
- You will be required to work on call there will be additional rate paid for on call shifts
Desired Characteristics
- ServiceNow experience (UX)
- Ability to identify, quantify and resolve problems quickly
- Quickly able to technically analyses, diagnose and resolve process and service challenges
- Customer first delivery. Resolve issues with a desire to maintain service uptime & performance. Be able to understand issues from the customer viewpoint
- Reflective thinker - be able to see long term, high level the ways automation, self-service and process improvement can drive a more hygienic hosting solution for our customers
- Experience in the Aviation/Defence industry or other regulated environment
- Process understanding - able to directly strategize, lead and implement IT process improvements that ultimately drive value for IT stakeholders, improving technical and operational collective outcomes
- Cloud first, automation first, technical thinker. Recognize the journey ahead to adopt industry best practice
If this sounds like the ideal opportunity for you, please get in touch with Lydia Barrett today!