IT Service Delivery Manager

About Admiral

Our success goes together with having a strong culture where we put our people and customers first. Our philosophy is simple yet effective: people who like what they do, do it better, and this, in turn, means that our customers receive the level of service and products that they deserve. Our culture is honest, open and wholeheartedly focused on four key areas: Communication, Equality, Reward & Recognition, and Fun.

We’re passionate about what we do and like to make a difference to our employees and customers.

The Role 

The IT Service Delivery Manager will oversee several key functions within the IT department that enable the delivery of a high-quality service to Admiral business areas and their end users. They will ensure service support and service delivery requirements are in place to provide value realisation to meet business needs.

This position is a stakeholder facing role which requires the successful candidate to establish and manage expectations within the business and enable IT teams to achieve high expectations.

Admiral IT operates in an agile aligned approach, with specific business outcomes being allocated to Tribes. The IT Service Delivery Manager will be aligned with specific Tribes linked with the Tribe Heads of IT, enabling and maintaining high-quality service to end users and commercial partners.        

Main Duties

• Continually identify stakeholders across the organisation and lead relationship management activities.
• Solicit stakeholder input into IT Service strategic and operational plans.
• Be an ambassador for IT, working across the business to provide effective communication on IT matters.
• Accountable for understanding and acting as a voice for the specific business area, developing service integrity and service offering with the Tribe Heads of IT.
• Ensure an effective customer experience programme is in place that aligns with IT Service strategic plans and focusses on customer needs and demands.
• Responsible for and ownership of IT continual service improvement activities across business areas.
• Ensure feedback is analysed and improvement decisions are published to stakeholders.
• Take ownership of complaints, engaging with IT service teams as necessary and create and own activity trackers as required.
• Responsible for facilitating agreement on definition of service, service metrics including SLA with the relevant service or business area stakeholders.
• Responsible for identifying pain points in relation to IT services utilised by relevant business areas on a continuous basis providing suitable summarisation to the relevant Tribe Head of IT.
• Responsible for identifying and supporting delivery of service improvement initiatives for specific business areas with a view on improving current service level scores as provided by service owner, end user or business areas. 
• Facilitate the onboarding of developing business departments, working with other IT Tribes to enable IT service management needs, and collating and representing service requirements.
• Provide regular end user and IT Tribes reporting on IT service performance.
• Conduct and document regular internal review meetings, covering service performance and improvements, ensuring IT service strategy is aligned and delivering against plans.
• Management of IT Services provided as SaaS.
• Ensure the IT services delivered are clearly designed with customer experience and value as the main drivers.
• Due to the nature of this role, there may be occasions when you will need to undertake activities outside of standard office hours.
• Willingness to Mentor and Coach staff within the team.

Experience and Qualifications

• Experienced ITIL Service Management professional. Ideally V4
• Demonstrable experience of creating and managing service metrics and related analysis of performance.
• Experience in producing management information reports.
• Passionate for driving continual service improvement.
• Experienced in Agile and Waterfall projects techniques is desirable.
• Experience implementing new or changed service designs is desirable.
• Excellent written and verbal communication skills.
• Excellent customer facing/customer service skills.
• A strong people presence, engaging well with people at all levels.
• Able to work under pressure and meet deadlines.
• Able to manage sensitive and confidential information.
• Self-motivated and able to take responsibility.
• Be able to manage and prioritise tasks and time efficiently.
• Be able to demonstrate initiative and a proactive approach to daily tasks.
• Have a willingness to support and mentor junior staff.

Interview process 

• Telephone interviews will take place week commencing 23rd May.
• Interviews will take place week commencing 30th May.

Salary, Benefits and Work-life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidates experience. We are happy to see CVs from all candidates who meet the requirements, and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to Work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

You can also view some of our other key benefits here; https://admiraljobs.co.uk/employee-benefits/.

Our Commitment to you 

At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status.

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