We're looking for an IT Service Delivery Manager to lead on incident escalation, support, and coordinating major incident management activities. The successful candidate will also provide end to end evaluation, coordination, analysis and improvement of problem management.

• To lead on incident escalation, support, coordinating major incident management activities, including monitoring affected services in conjunction with key suppliers. Provide out of hours support for Business impacting Critical Incidents, as required.
• Provide end to end evaluation, coordination, analysis and improvement of problem management.
• Ensure Root Cause Analysis (RCA) has been completed and is effective in ensuring no further incidents are raised against the same problem
• Coordinate Problem Management activities which span multiple Service Providers
• Where applicable, ensure Service Improvement Plans are in place and effective.
• Work with suppliers and change owners to build a CAB process that is fully compliant, controlled and centralised
• Ensure CAB processes and outputs are captured and communicated
• Provide end to end evaluation, coordination, analysis and improvement of problem    management
• Ensure Root Cause Analysis (RCA) has been completed and is effective in ensuring no further incidents are raised against the same problem
• Coordinate Problem Management activities which span multiple Service Providers
• Where applicable, ensure Service Improvement Plans are in place and effective
• Define & document Service Management elements to support services
• Build the Service Catalogue, reviewing with the business to capture any change in requirements
• Establish and maintain Knowledge Management interfaces.
• Ensure Knowledge is documented, centralised and accessible to the team
• Build the Service Portfolio to ensure the continued delivery and availability of systems
• Work with the Security, Risk and Compliance teams on identification of IT Service risks, ensuring that they are identified, logged to the appropriate IT Risk log and managed effectively. Support Local and Group IT Audits, as appropriate, and ensure all items assigned are actioned and remediated by the closure date expressed in audit reports
• Ensure departmental processes, policies and work instructions are documented accessible and reviewed in line with departmental standards
• Communicate changes to departmental process and policy to internal and external parties
• Work with Change and Project Teams
• Manage 3rd party suppliers to ensure delivery of agreed contract obligations
• Develop SLA’s and OLA’s with the business stakeholders and suppliers
• Conduct Service Reviews with Suppliers
• Survey Stakeholders and customers to gage quality of services provided by IT
• Keep appraised of latest technology and process trends with Technology and ITIL and feed into the function

• Expertise in IT Operations Management and IT Service Delivery based on industry leading frameworks such as ITIL and COBIT
• In-depth knowledge and experience of managing IT Service Providers and Internal Stakeholders
• In-depth knowledge of industry best practice in process, controls, tools, standards and methods in IT Service Management
• An influencer and facilitator – able to build strong interpersonal relationships, and inform, guide and motivate Service Providers to deliver fully optimised Services in line with Business demand.
• A self-motivated leader - demonstrating a passion for and thought-leadership in this domain
• Excellent communication skills – able to explain technology issues that are often complex and obscure to non-specialists
• Confident and trustworthy - keen to earn the respect and trust of, and inspire, others

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 27 days' holiday,private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For more information, please contact Helen Brockbank, Resourcing Lead - helen.brockbank@landg.com.