Description: |
Role: Service Delivery ManagerScope of positionTo provide service management services that meets and complies with the specifications and requirements.To establish processes and procedures approved by the Service Management Team and deliver service management services forthe Project Take On Service and end to end service management for networks and communications consistent with the overallProject Service and in accordance with standards, methods, processes, tools and environments as defined and agreed withthe Authority.Demonstrate a flexible method in developing service management solutions and working practices to adapt to the changeswithin the overall service management provision that may occur during the contract term.Key responsibilitiesTo act as the Lead Partner for all aspects of networks and communications and associated Service Descriptions and shallbe responsible for delivering a service to the Authority as specified by the agreed Take on Service Plan (ToSP).Overall responsibility for operating the Project networks and communication infrastructure and service management fornetworks and communications services including contact management with third party network service providers.Manage the highest level of technical support, development and implementation of support systems for the Projectservices.Accepting network infrastructure from the implementation team and ensuring the availability of all service documentation.To ensure that response to incidents and change requests meet the Service Levels defined in schedules agreed.Ensure that support staff are recruited and training continuously reviewed to assist in career development and ensurethat the business needs and deliver of the services are effective. To ensure that the Service Delivery team are competentand able to receive, respond and resolve incidents.Overall management of the following areas; Operations, 1st, 2nd, 3rd line support, Configuration Management, FirewallManagement, Third Party Interface/Management and Service Reporting/Forensic Support. Responsible for supporting otherteams within the Take On Services group to resolve or improve service to the users and the client.To monitor and control the Project network to adapt and amend communications services where necessary to ensure optimaluse of all network and communication services is provided to the client.Monitor the Project network to measure Service Levels and Performance Indicators in line with the agreements within thecontract and report on activities on a regular basis. To ensure processes and procedures are defined and regularlyreviewed to optimise performance of the Service Delivery Team and hence providing excellent customer service to the usersand the client.Ensure that a response is provided to incidents and change requests to meet the Service Levels defined within thecontractual agreements.Ensure continuity of service is provided from the Service Delivery team at all times.Formal Education and trainingAn Engineering or Management based degree or equivalentIn depth knowledge of delivering operational networksAt least 5 years Service Management ExperienceFamiliarity with ITIL and/or ETOM service frameworkExperiencePrevious experience of managing a Network Support Service.Experience of managing performance and identifying Key Performance Indicators, Critical Performance Indicators andPerformance Indicators.Experience of producing performance management statistics to identify trends of activity and strategic planning ofcontinuous improvements.Other key skills/product knowledgeIn depth knowledge of networks and operating systems utilised to manage the network operation.Excellent communication, influencing, negotiating and planning skills.Process orientated to ensure efficiencies are gained and best practice is achieved.Customer focused.Performance focused. |
