IT Service Delivery Manager

IT Service Delivery Manager

Overview

The Service Delivery Manager reports into the Global Head of Technology Service Delivery. This role is to build and manage our Service Management capabilities across Element's Technology function. You will be accountable for delivering IT Service Delivery of real value throughout our group.

This hands-on IT Service Delivery role will require you to work closely with our technology teams and business colleagues to deliver a unified service model that delivers highly available, business aligned, rewarding, engaging and value for money IT services.

Responsibilities

Responsible for business relationship management and ensuring the DTG operational teams achieve service levels to a high quality.
• Point of contact and ownership for all business service-related issues and escalations ensuring support engineers find a resolution.
• Continuously improve our service management ways of working, ensuring we are operating aligning to wider business ways of working.
• Ensure a strong understanding of in-flight technology projects is developed so that service transition impact is known and planned for.
• Support the onboarding of new services and major releases, considering supportability and service levels.
• Act as a subject matter expert on service management to guide and embed service management capabilities across the wider DTG community.
• Ensuring that key internal IT processes are defined, understood, efficient and measured.
• Contribute to the service delivery roadmap, which helps to ensure the team have clear goals, objectives, and initiatives.
• To always operate following Element's Purpose, Mission, Vision and Values.
• To work following all Element's policies, procedures and standards always.

Skills / Qualifications

• Experience and qualification in Service Management best practices frameworks such as ITIL, with experience in adapting & developing them to fit business needs.
• The ability to challenge, influence and manage stakeholders in relation to IT.
• An excellent communicator with an ability to challenge constructively, set expectations and influence decisions.
• You enjoy building relationships across all levels of the business.
• Excellent organisation and multitasking skills.
• Experience of the design, implementation and continuous improvement of business processes resulting in value.
• You thrive in an environment where there's a lot to do and looking for a place where you can have an immediate, meaningful impact.
• Passion above all else, you are pragmatic, sociable, with an appetite for learning and self-improvement.

Essential Skills

• Expert understanding of ServiceNow or similar ITSM toolset
• Technology related degree level or higher qualification
• ITIL V3 or V4 Foundation or similar ISTM certification
• Kepner Tregoe (Desirable)

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Company Overview

Element is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 9,000 brilliant minds operating from 270 sites across 30 countries. Together we share an ambitious purpose to 'Make tomorrow safer than today'.

When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers to achieve assurance over product quality, sustainable outcomes, and market access.

While we are proud of our global reach, working at Element feels like being part of a smaller company. We empower you to take charge of your career, and reward excellence and integrity with growth and development.

Industries across the world depend on our care, attention to detail and the absolute accuracy of our work. The role we have to play in creating a safer world is much bigger than our organization.

Diversity Statement

At Element, we always take pride in putting our people first. We are an equal opportunity employer that recognizes diversity and inclusion as fundamental to our Vision of becoming "the world's most trusted testing partner".

All suitably qualified candidates will receive consideration for employment on the basis of objective work related criteria and without regard for the following: age, disability, ethnic origin, gender, marital status, race, religion, responsibility of dependents, sexual orientation, or gender identity or other characteristics in accordance with the applicable governing laws or other characteristics in accordance with the applicable governing laws.

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)

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