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Service Delivery Manager - Home Working Available

Employer
Willmott Dixon
Location
England
Salary
bonus + benefits
Closing date
23 Jun 2021

View more

Sector
Technology & Digital
Hours
Full Time
Flexibility
Home working available
Contract Type
Permanent

Job Details

The Role

Willmott Dixon are looking for a Service Delivery Manager to join the growing digital and technology function. In this exciting role this person will be responsible for establishing and driving relationships with key IT customers in all areas of the business in order to fully understand and enhance the service requirements. The IT team are based at our Head Office in Letchworth and this role will involve a combination of home working, working with the team in Letchworth and being customer facing from time to time.

Why should you apply to Willmott Dixon? Our talented IT team have worked tirelessly throughout 2020 to provide the business with a best in class IT service that has kept the business running in the face of the challenges that the last year has thrown at us. They are a great team to work with and would describe themselves as: -

* Flexible

* Fun

* Uncomplicated

* Genuine and friendly

* Innovative and keen to improve

* Responsive to customer needs

Not only are they a genuinely nice bunch of people, they are also passionate about ensuring that the business has the technical toolset that they need to stay ahead of the competition. This means that the business has invested heavily within IT over the last couple of years and will continue to do so throughout 2021 and beyond!

What does this mean for the Service Delivery Team? They are focused on driving continuous improvement to our IT services. They care about ensuring that the business receives an outstanding customer experience from every interaction that they have with the IT team. In order to achieve this, they proactively seek regular customer feedback and act upon this to ensure that our people get the innovation, service and response that they need from their IT team.

The Service Delivery Manager will support the Head of Service Delivery Management in managing the demand of the IT Department's services across the Group, the transition of new IT services into business as usual and the continued service management of live services. This will include managing any fluctuating demand for services and ensuring that services are adjusted accordingly to keep within agreed service targets.

The Project

Some of the key duties and responsibilities within the role will include: Business Relationship Management:

- Use an agreed engagement model to ensure structured capture of business IT strategies and aspirations

- Define and use a standard template for customer reviews

- Actively review the IT roadmap with allocated customers at least quarterly and ensure still aligned with Business IT strategies

- Maintain the Service Portfolio and Catalogue with new services and amendments as appropriate

- Evidence of excellent personal feedback adding value to the IT department

- Meeting customer representatives regularly to discuss future projects and prioritization

- Use a structured framework to proactively engage with customers

- Organize and attend customer engagement activities at all types of work locations e.g. offices, sites, mobile locations

Service Level Management:

- Document factors affecting the demand for services and assess the impact of those demands on the services provided and their performance

- Agree SLAs with allocated customers

- Provide monthly Service Performance reporting to allocated customers

- Align Operational Level Agreements (OLAs) and external contracts with the service targets

- Liaise with the Communications Administrator to present service information regarding:

o Services provided

o Service request mechanisms

o Service status

o Service performance

o Service outages

Continuous Service Improvement:

- Communicate how the Willmott Dixon IT services compare with external benchmarks

- Drive customers to complete regular feedback and discuss ways to improve the service

- Develop and implement new initiatives in line with the framework / standards that are in place - Engagement and support of Enterprise Architecture and Enterprise Portfolio Management

Sustainability:

- Establish ways of reducing the carbon footprint and reduce the miles travelled

Essential and Desirable Criteria

Proven experience of:

* Having great relationships with a variety of different people

* Being creative and systematic in order to manage the IT service that is delivered by the IT team. * Using Microsoft Suite of Office programmes

* Project Management and control

* Writing and implementing strategies and business cases

* A wide exposure to IT and its wider roles and responsibilities

* Possessing a good range of general IT knowledge

* Strong communication skills - written and verbal

* Working within a matrix management structure

* Working with others to successfully gain results

* Having a strong desire for innovation and business solutions

* Relationship and stakeholder management at senior levels across a diverse business environment * Excellent facilitation and consultancy skills

* Proactively liaising with staff in non-technical manner

* Managing teams towards a shared goal

* Delivering change and group initiatives and assisting in its implementation in the business

Desirable

* MSP Managing Successful Programmes

* MOR Management of Risk

* ISEB Project Management Professional

Desirable

* MBCS

* ITIL 4 Foundation

Personal Qualities

Genuine and Friendly

* show kindness by respecting and caring for each other

* are not afraid to make mistakes and accept that sometimes we get things wrong

* are open to feedback, opinions and ideas

Flexible

* change "No, but…" to "Yes, if…"

* challenge ways of working that are not meeting our customers' needs

* seek to change scope & timescales to customers' needs

* take a bigger picture overview

Uncomplicated

* keep it simple

* take the time to explain issues

* speak plainly and avoid using jargon

* try to listen and understand

Innovative & keen to improve

* take leaps of faith without fear of failure

* listen to all ideas with an open mind

* are curious and experimental

* seek feedback from our customers in order to learn and improve

*set time aside to be creative

Responsive to customer needs

* respond quickly and expect appropriate expectations

* Listen to what our colleagues and customers have to say

* try to understand our customers' point of view

* proactively keep people updated

Fun

* take time to have fun

Additional Information

Willmott Dixon embraces diversity in the workplace and will consider flexible and agile working. We are a disability confident employer. Benefits: In return we reward our people generously with a competitive package that gives you flexible benefits to fit your lifestyle and priorities. This includes but is not limited to, an enhanced pension scheme, full / heavily discounted private medical, life assurance, incentive bonus and a car scheme which will make us a market leader in sustainable company travel. Applicable roles will benefit from a motoring expenditure allowance (MEA) and everyone can access a new generation of low carbon and electric cars via the Willmott Dixon run car leasing scheme.

About Us

With nearly 170 years of rich history, Willmott Dixon's purpose beyond profit is to deliver brilliant buildings, transform lives, strengthen communities, and enhance the environment so our world is fit for future generations. Ensuring that we add lasting value to the neighbourhoods we work in; our values, people, innovation, partnerships and focus on sustainability has allowed us to build a successful and trusted privately owned business where our people can thrive. Construction is changing and we are at the forefront of that change. Pioneering new ways to build, innovating the way construction is viewed and establishing ourselves as one of the top employers in any industry. It truly is an amazing company in one of the most exciting industries with a vast array of professional career paths. We hold two Queen's Awards for Enterprise (for Sustainable Development and Social Mobility) and hold numerous people awards, we understand everyone has a unique potential and ability to make a difference and succeed; if you want your skills developed and talent recognised, why not join our business!

Company

Willmott Dixon is the 2nd largest capital works, regeneration and support services. We pride ourselves on our long history, and in being a sustainable company which respects and care for people in the wider environment.

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