IT Service Delivery Manager

Location: Kirkcaldy, Fife

Salary: Competitive

Closing Date: Friday 19th May 2017

Purpose of Role:

Reporting to the Group Finance Director, the IT Service Delivery Manager has strategic ownership for IT service design and delivery, with key infrastructure service strategy and service improvement responsibilities.

  • To drive maximum value from our ERP system
  • Responsible for the overall service delivery and relationship management for the provision of IT services, to support business operations
  • Ensure IT infrastructure is reliable and meets predefined Service Level Agreements (SLAs)
  • Develop infrastructure plan and capacity planning to meet business needs
  • Manage infrastructure projects
  • Define and promote policy processes and procedures
  • Manage IT Operations team

Key Accountabilities and Tasks:

  • Manage all operations related to IT infrastructure and service delivery
  • Responsible for the ERP systems from an IT perspective and taking this forward to improve capability and delivery
  • Responsible for the management of the core IT operations budget, circa £1M, including infrastructure, application and managed service costs, delivered to agreed financial constraints
  • Understanding business cycles, ensure that recurring business process run smoothly
  • Responsible for supporting the procurement of technology services, including software, infrastructure and outsourced managed services
  • Manage demand from users on IT services and supervise delivery
  • As a strong technician, provide technical leadership, design and manage infrastructure planning and standards according to IT strategic plan and roadmap;
  • Responsible for the ownership and resolution for escalated incidents and problems, ensuring service availability of systems is within agreed operational levels
  • Accountable for the development and maintenance of the Havelock Service Catalogue, detailing all IT services which are provided throughout the business, and ensuring the availability of supporting systems to agreed customer specifications
  • Responsible for the programme management of projects relating to the datacentres, networks, security, server hosting and storage provisioning, and the delivery of related change projects to budget and timescales
  • Manage change initiatives properly and in a systematically manner to ensure availability, performance and reliability of the systems impacted by change;
  • Organise, supervise, and mentor IT Operations team
  • Communicate with SMT/GFD with efficiency and progress of IT Operations
  • Improve resource efficiencies, reduce TCO, centralise services, analyse case opportunities for cloud
  • Technical authority of adopted technologies to meet future business needs, Project prioritisation, resource assignment, vendor support, IT budget recommendations
  • Lead the development of Havelock’s cloud service portfolio

Educational background:

  • Bachelor degree with extensive experience in IT across various roles
  • The role holder will be experienced in supervising IT infrastructure or similar role

Technical knowledge:

  • ERP systems knowledge (JD Edwards)
  • Application design, data, and infrastructure tiered architecture
  • IT Infrastructure architecture and capability planning
  • Large-scale enterprise infrastructure system development and integration
  • Server: AD/DHCP/DNS, file/print, messaging
  • Storage: DAS, NAS, SAN
  • Network: LAN/WAN/WIFI, VPN
  • Security: Firewall, IPS/IDS, Endpoint Security
  • Voice: PBX, VoIP
  • Servers: HP, Dell, Whitebox vendors
  • Cloud services: SaaS, IaaS, PaaS, Hybrid
  • Server virtualisation (VMware, HyperV, KVM)
  • Business continuity and disaster recovery

Soft skills:

  • Open minded, self-motivated and eager to learn
  • Strong customer service management skills, ideally with ITIL experience
  • Leadership and mentor promoting teamwork and collaboration
  • Emphasis on achievement, innovative thinking and analytical problem solving
  • Time Management and ability to work under pressure
  • Decision maker