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Change & Service Delivery Manager
- Nottingham, Nottinghamshire
- £35,000 - £45,000 per annum
- 19 applications
- Job type: Permanent, full-time
- Date:
- Reference: 20946628
Organisation Description
My client a leading financial services company is looking for a hybrid change manager / service delivery manager.
Job Description
Job Purpose:
Primary liaison between Business Area Finance IT (BAF IT is the Group IT service provider) and the rest of the company.
Responsible for scheduling and resourcing of fit for purpose IT-related changes to the company using BAF and 3rd party IT resources
Responsible for overseeing the delivery of ‘Business as usual’ IT related outsourced services
Key Accountabilities
Relationship Management
• Build and maintain effective relationships, which foster an environment of continuous improvement with:
o BAF IT, particularly the Business Relationship Manager (BRM)
o IT 3rd party vendors
o key stakeholders in IFS
o Williams Lea, print & fulfilment vendors (via Vendor Manager in Operations)
• Conduct regular IT vendor/BAF IT and IFS service reviews
Service Delivery Management
• Ensure effective resource planning across C&SD with BAF IT (via BRM)
• Monitor the budget for BAF IT on a monthly basis and prepare revised forecasts
• Day-to-day responsibility for SLA & KPI monitoring, using Coordinator resource
• Manage and escalate SLA failures
• Monitor processes, controls and communication frameworks with business functions and suppliers to ensure IT incidents are handled effectively and consistently
• Ensure that all IT applications and services have clear business ownership
• Monitor and update disaster recovery and business continuity plans for IT services
• Ensure robust IT security, asset and licence management processes are in place and followed by IFS and BAF IT/IT 3rd party vendors
Change Delivery Management
• Manage resource & change scheduling on a day to day basis as a centralised function
• Act as escalation point for C&SD Coordinator on matters relating to Requests for Change
• Chair monthly Change Forum
• Follow a Standard Change Model for initiatives that can be identified as ‘off-the-shelf’ type changes (like ‘flat pack’ for projects)
• Ensure appropriate release management processes are followed to build, test & release change safely and efficiently
• Plan content and timing of IT releases with the business and BAF IT
• Working with the User Acceptance Coordinator, set standards for UAT of IT change across the business
• Interface with business areas as customers and BAF IT and other 3rd parties as service providers to ensure effective delivery of change
Other
• Manage C&SD Coordinator, UAT Coordinator and/or other co-workers (as may vary from time to time) in line with the company’s values and spirit
• Ensure team focus on bottom line profit and customer service provision
• Implement best practice initiatives, particularly in line with ITIL guidelines, both from UK & BAF IT perspective
• Maintain a commitment to the company vision and the spirit of the organisation
• As part of the company’s commitment to Treating Customers Fairly, endeavour to ensure that fair treatment of customers is central to everything
• Comply with the company’s Data Protection guidelines and the requirements of the Data Protection Act for all customer or co-worker data
• Undertake any activities which facilitate good Change & Service Delivery management practice as and when required
Person Specification
Requirements
-ITIL certification in service managment
-Experience of running an IT Service Delivery function
-Experience of Change Management
-Experience of working in a multi site organisation
-Financial Services Experience
-Experience of managing a UAT function
Reed Specialist Recruitment Limited is an employment agency and employment business
My client a leading financial services company is looking for a hybrid change manager / service delivery manager.
Job Description
Job Purpose:
Primary liaison between Business Area Finance IT (BAF IT is the Group IT service provider) and the rest of the company.
Responsible for scheduling and resourcing of fit for purpose IT-related changes to the company using BAF and 3rd party IT resources
Responsible for overseeing the delivery of ‘Business as usual’ IT related outsourced services
Key Accountabilities
Relationship Management
• Build and maintain effective relationships, which foster an environment of continuous improvement with:
o BAF IT, particularly the Business Relationship Manager (BRM)
o IT 3rd party vendors
o key stakeholders in IFS
o Williams Lea, print & fulfilment vendors (via Vendor Manager in Operations)
• Conduct regular IT vendor/BAF IT and IFS service reviews
Service Delivery Management
• Ensure effective resource planning across C&SD with BAF IT (via BRM)
• Monitor the budget for BAF IT on a monthly basis and prepare revised forecasts
• Day-to-day responsibility for SLA & KPI monitoring, using Coordinator resource
• Manage and escalate SLA failures
• Monitor processes, controls and communication frameworks with business functions and suppliers to ensure IT incidents are handled effectively and consistently
• Ensure that all IT applications and services have clear business ownership
• Monitor and update disaster recovery and business continuity plans for IT services
• Ensure robust IT security, asset and licence management processes are in place and followed by IFS and BAF IT/IT 3rd party vendors
Change Delivery Management
• Manage resource & change scheduling on a day to day basis as a centralised function
• Act as escalation point for C&SD Coordinator on matters relating to Requests for Change
• Chair monthly Change Forum
• Follow a Standard Change Model for initiatives that can be identified as ‘off-the-shelf’ type changes (like ‘flat pack’ for projects)
• Ensure appropriate release management processes are followed to build, test & release change safely and efficiently
• Plan content and timing of IT releases with the business and BAF IT
• Working with the User Acceptance Coordinator, set standards for UAT of IT change across the business
• Interface with business areas as customers and BAF IT and other 3rd parties as service providers to ensure effective delivery of change
Other
• Manage C&SD Coordinator, UAT Coordinator and/or other co-workers (as may vary from time to time) in line with the company’s values and spirit
• Ensure team focus on bottom line profit and customer service provision
• Implement best practice initiatives, particularly in line with ITIL guidelines, both from UK & BAF IT perspective
• Maintain a commitment to the company vision and the spirit of the organisation
• As part of the company’s commitment to Treating Customers Fairly, endeavour to ensure that fair treatment of customers is central to everything
• Comply with the company’s Data Protection guidelines and the requirements of the Data Protection Act for all customer or co-worker data
• Undertake any activities which facilitate good Change & Service Delivery management practice as and when required
Person Specification
Requirements
-ITIL certification in service managment
-Experience of running an IT Service Delivery function
-Experience of Change Management
-Experience of working in a multi site organisation
-Financial Services Experience
-Experience of managing a UAT function
Reed Specialist Recruitment Limited is an employment agency and employment business
