Service Delivery Manager

Responsibilities

• Play a key role in ensuring effective Operational service within the Tech function
• Manage Major Incidents and conduct Service Reviews for Tier 1 suppliers
• Ensure the Tech Department meets SLAs with the business
• Support IT Admin on invoicing and Group Procurement on Service Relationship Management
• Provide input to the Cyber & Operations Director for the IT budget
• Perform ticket triage across GTS train queues and report on trends/SLA breaches
• Monitor GTS train helpdesk queues for level 2 & level 3 alerts
• Facilitate knowledge transfer and effective service introduction from trains to the Service Desk
• Work with trains on release management improvements and feedback

Requirements

• Experienced Service Management professional
• ITIL V3 Foundation / Intermediate qualified
• Expert knowledge of ITIL best practice aligned frameworks
• Experience implementing ITSM standards and processes
• Experience driving and managing continual service improvement (CSI) plans
• Strong relationship management and customer-facing skills
• Excellent analytical, problem-solving, and communication skills

About the Company

Together is the country’s largest non-bank lender, helping thousands of people, businesses, and professionals unlock property ambitions through mortgages and secured loans. Based in Cheadle, Cheshire, the company supports customers throughout the UK with a £7.8 billion loan book.