Service Delivery Manager

121 Recruitment
West Midlands
From £437.95 to £550 per day PAYE or Umbrella Company Pay Rate
13 Apr 2018
21 Apr 2018
Contract Type
Full Time
The successful candidate will have the relevant skills and experience specified below for this short term temporary contract 4 months based in the West Midlands/Sutton Coldfield: The successful candidate will have a valid SC Clearance or be willing to have one sponsored by the client. If you do not possess the clearance level requested then you must be willing to apply for a DBS on CV submission. Please Note: This assignment sits inside of IR35.

Main Duties and Responsibilities: Manage the development and deployment of IT solutions; Managing change and risk management and the interaction between development and support services; Take ownership of technical design decisions throughout the delivery; Facilitating project decision-making around the appropriate way to achieve deployment; Ensure service delivery adheres to the appropriate standards.
Lead on the upgrade of our BMC Remedy Service Management Tool with the BMC Technical lead and assist with the configuration and set up of the Change Management module within Remedy, configuring the tool to enable us to progress and track Change Requests through the minor CR process. Manage the DIO Service Desk coordinating resources to ensure all incident management calls and Service Requests are logged on the Incident Management System (Remedy). Manage closure or escalation of calls as appropriate. Ensure all calls are assigned appropriate priority and resolver group. Tasks include: • Maintain and monitor BMC Remedy Service Management software to ensure all Service Desk calls are resolved within target timescale. • Conduct regular service reviews with the internal team and suppliers. • Communicate planned and unplanned outages of services to all stakeholders providing appropriate information in a timely manner in each instance. • Provide regular reports and statistics on Incidents and Change Requests for IMS Programme and CIO Management team. • Provide ad-hoc management information on Incident Management as required. • Manage the review and analysis of incidents to identify recurring issues and update Problem Management and Knowledge Base. • Manage the review of Customer-facing material (including Service Catalogue and FAQs) to update and improve based on experience and outcomes. • Liaise with Super-User Community to advise on updates to major incidents and new supporting material for end-users. • Manage update of the Incident Management System status, provide updates to end-users throughout Change and Release activities.
Please Note: The lower pay rate advertised in this job description is the highest PAYE daily pay rate that the client is willing to pay up to. The higher pay rate advertised in this job description is the highest Umbrella Company daily pay rate that the client is willing to pay up to.
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