Job Titles

Service Delivery Manager

Job Description

Leonardo MW Ltd operates a healthy and growing business involved in the design, development and full time management of high availability complex IT systems, delivered to our customers as Managed Services, mainly within an ITIL construct.

 

As the business continues to increase we need to expand our Service delivery organisation and this role is an essential part of that development.

 

The Service Delivery Manager (SDM) will span client facing and internal operations and staff leadership and management.

 

Reporting to the head of the Business Unit and working within a team of highly experienced senior managers, the SDM will be responsible for the assured achievement of Service Levels across at least 8 operationally critical systems and have the personal capacity to manage further growth.

 

The SDM will manage teams for both service delivery (1st and 2nd line support, capacity, quality, performance to meet SLAs) and system support (incident and problem resolution and proactive maintenance). 

 

The SDM will need to be a leader to the service delivery staff, a specialist and highly skilled engineering team providing 1st to 4th line support to the client across long day time shifts and out of hours cover.

 

The SDM will be an effective team member in the senior management team, working alongside experts in Solutions Architecture, Infrastructure & Applications Engineering, Security and Strategy & Business Development to deliver the full lifecycle of a vibrant and growing business.

 

The SDM will also work closely with key customer and third party stakeholders and end users. 

 

What will you be doing?

 

A typical day will include service planning, preparation or participation in governance sessions, coaching staff and managing problem resolution.

 

A significant feature of the business is the management of incremental change on our contracts. You can expect to be contributing to this with service solution estimates into the business development team.

 

Who would suit this role?

 

This role would ideally suit a seasoned, ITIL trained IT services engineer or manager looking to build their management profile and experience of operationally critical systems management.

 

 

 

Key Responsibility Areas

 

 

  • Service / resource planning, management and reporting (internal and to client)
  • Line management of contract level service managers and senior engineers
  • Provide hands-on 1st line to 4th line support on a day to day basis
  • Attend and present at various governance meetings
  • Support business development including PQQ, ITT, RFQ responses and bid work as requested by the management team
  • Service / resource planning, management and reporting (internal and to client)
  • Line management of contract level service managers and senior engineers
  • Provide hands-on 1st line to 4th line support on a day to day basis
  • Attend and present at various governance meetings
  • Support business development including PQQ, ITT, RFQ responses and bid work as requested by the management team

 

How will we support you?

 

We want to support you and encourage you to fulfil your potential through:

 

  • Flex-leave schemes: We offer our employees the time and flexibility they need to enjoy a balanced life
  • Annual leave: We offer 25 days holiday plus 8 bank holidays
  • Supportive relocation package: to make your move to London even more attractive
  • Award-winning pension scheme: Our multi-award-winning pension scheme includes generous employer contribution
  • Employee discount schemes: We offer you and your family an attractive range of discounts from retail and cinema to hotel bookings and vehicles benefits
  • Reserve Forces: We provide positive support to the Reserve Forces and allow employees who are Reservists to take additional time off
  • Salary sacrifice schemes including childcare voucher scheme: We encourage working parents to save money on childcare by offering them several advantageous facilities and vouchers
  • Career break: Where appropriate, we support our employees in pursuing other interests outside the workplace

 

To find out about all of our Company benefits please visit: http://www.uk.leonardocompany.com/people-careers/people/company-benefits

 

 

 

 

 

Skills, Qualifications & Knowledge Required

 

 

Mandatory

 

  • Full UK National with minimum SC clearance
  • Senior and experienced IT services manager
  • experience of operating high availability operationally critical IT systems as a service
  • Provable track record of successful team leadership



Other

 

  • Experience of Wintel IT systems
  • Skills/experience of IT infrastructure services/components
  • MS Active Directory
  • TCP/IP, DNS, DHCP
  • Server installation/ build
  • VMware/Microsoft Hyper-V
  • Microsoft WDS, MDT
  • Implementation of security policies/system lockdowns (MS Active Directory GPOs, App whitelisting/blacklisting, device/media control)
  • IDAM solutions inc. PKI services
  • Microsoft Back Office products (Exchange, SQL, SCOM/MOM, ISA/TMG, LYNC, ILM/FIM)
  • Implementation/management of enterprise Anti-Virus product
  • Implementation/management of enterprise Backup solution and enterprise Patching/Update solution inc. Microsoft SUS/WSUS
  • Enterprise Firewalls (Cisco PIX/ASA, McAfee, F5)
  • Cisco to CCNA
  • Citrix Terminal Services/XenApp
  • 'Nix operating systems (Solaris, Linux)
  • ITIL V3 qualified
  • Support professional focusing on effective system and user support; good customer services  skills, interpersonal skills, document writing skills to support system documentation, report writing and bid work, organisational skills and attention to detail
  • Able to work in pressurised environments to PCT
  • Required to travel in mainland UK
  • Aptitude to learn new skills, share knowledge and mentor junior members of the team

If that sounds like you, please apply at: https://leonardo-career.talent-soft.com/job/job-service-delivery-manager_1479.aspx

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