IT Service Delivery Manager

Job Description:

Job Title: IT Service Delivery Manager

Location: Remote Working (occasional travel to office)

Type: Permanent, Full-time (37.5 hours per week)

About the company

Velonetic represents the joint ventures between DXC Technology, the International Underwriting Association (IUA), and Lloyd’s of London. Previously referred to as the London Market Joint Ventures, we have been operating for over 20 years in the London market (Lloyd's and Company), in both insurance and reinsurance business. Processing over £101 billion worth of premium and claims transactions today, we are building a new digital platform and services that will enable our customers to move transactions and money through the processing lifecycle with greater efficiency and speed, releasing time to drive innovation and focus on higher value activities.

About the Job

Reporting to the Head of IT Service Delivery, the IT Service Delivery Manager is responsible for the delivery of IT services across Velonetic and our delivery partners. Adopting a high-performance culture across the organisation with a clear focus on Quality, Cost and Delivery as well as driving Programme and Project delivery that deliver the business requirements.

The IT Service Delivery Manager will be recognised for their individual ability, and the ability to collaborate and lead a team of professionals, to optimise processes, to enhance internal and external customer experience, service and quality. They will be highly competent at managing both Operational change and a complex portfolio of projects and tracking these through to successful conclusion. The job holder will be able to lead from the front deploying technical process excellence skill sets, coaching team members, business process leaders and senior stakeholders. They will ensure organisations processes are understood and simplified, standardised and optimised delivering stable, efficient, cost-effective results, with customer focus. The IT Service Delivery Manager has a duty to build and maintain effective stakeholder relationships in a positive way at every level.

What will you be doing?

• ITIL Service Delivery oversight – Incident, Service Request, Problem, Change, Release Management
• Service Level Management
• Escalation Management
• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
• Technology risk assessment and management
• Technology Service Integration – both internally within Velonetic and with our delivery partners
• High Priority Incident Management & Leadership
• Ensures the ‘Voice of the Customer’ is heard and understood, helping to drive the required changes
• Project Governance input and oversight
• Operational Readiness Review and sign off
• External Stakeholder management
• Fostering a positive working environment

Required Skills

• Significant experience in IT service management, or a similar role with commensurate level of leadership responsibility
• Able to manage individuals and teams – including delivery, performance and continuous professional development
• A solid understanding of ITIL best practices and frameworks – including experience in change/incident/problem management processes.
• A customer-centric mindset, with excellent communication and stakeholder management skills.
• Experience managing supplier contracts and relationships.
• Ability to monitor and drive performance against KPIs, with a continuous improvement mindset
• Experience with budget and cost management, including a solid understanding of AWS cloud delivery models
• Ability to analyse and understand complex IT issues with our delivery partners
• Excellent written and verbal communication skills
• Strong negotiation skills, focused on removing impediments, delivering the right outcomes and measurable success
• Having a flexible approach to solving problems, supporting and empowering others to the delivery of results

Investment In Training and Development

We offer a comprehensive range of training and career development opportunities, a structured induction programme, tailored job training as well as mentoring and support for relevant sponsored professional qualifications. We’re developing an environment where people can grow and harness their careers and skills to be the best that they can be to focus on the long term.

Our Culture Here at Velonetic we support with care and compassion. We are constantly evolving our initiatives around equality, diversity, and inclusion to ensure that everyone feels equally involved and supported in the workplace no matter of who they are or what they do. We are proud of the culture we are creating to ensure that our commitment is ongoing and have a diverse mix of employees working within an inclusive environment and culture to create a high performing workforce led by talented leaders. We aspire to be recognised for our innovative and modern thinking approach.

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