Information Technology Service Delivery Manager

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.

Note: must live in the Cincinnati area.

What you will be doing:

• Responsible for business relationship management and ensuring the Digitial Technology 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 Digital Technology 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.

What we are looking for:

• 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 organizational 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)
• Must live in the Cincinnati area.