Service Delivery Manager

Job title:  Service Delivery Manager
Based in:
Kings Hill, Kent (Some travel to London as required)
35 hours per week
Salary: £50,000 to £55,000

About the team:

At CAF we run a truly enterprise grade IT operation.  We have created an amazing and talented team that we’re really proud of and we need brilliant people who can inspire and deliver change even when the going gets tough.

As an organisation we face some really big challenges but we like to rise to the challenge and believe in continually improving what we do and how we do it.  We believe as a team everyone’s voice is important and together we are stronger than our individual parts, so we invest in our culture and our people.

We empower our people to ensure that their role, the roles they interact with and the department as a whole is as efficient and effective as possible.

About us

We’re a charity, a bank and champion for better giving, and for over 90 years we’ve been helping donors, companies and charities make a bigger impact. We exist to make giving go further, so together we can transform more lives and communities around the world. We are CAF and we make giving count.

What you’ll be doing:

The Service Delivery Manager (SDM) is responsible for delivering IT services to a specific internal business unit customer; driving consistent service delivery adhering to defined SLAs, building a collaborative and honest customer-supplier relationship and delivering timely, accurate and high quality MI reporting.  The SDM will strive to achieve the best possible customer outcomes for internal business unit customers effectively balancing customer needs against resource availability and commercial pressures.

This will be a key role in the Service Delivery management structure, taking a share of rota’d Incident Management escalation responsibilities alongside the rest of the IT Service Delivery management team (5x FTE’s) and will ensure quality and communication to their business unit customers is maintained during Incident and Major Incident management scenarios.

The SDM will provide leadership through a matrix resourced structure to create a strong performance driven and customer focused culture, feeding back improvements to the various matrixed engineering functions within the IT organisation.  It is expected that the SDM will leverage management information;
past Incidents and consolidated customer feedback to drive “data based” improvements to service performance.

The SDM will ensure the production of Monthly Service Review packs, ad-hoc Incident and Major Incident Reports and relevant Management Information reports as required on a day to day basis to support customer expectations.

Ideally you’ll have:

Good interpersonal skills allowing you to maintain and build strong customer and supplier relationships to ensure SLA's and service excellence are managed and maintained, including attending internal and external service review meetings.

Coming from a Service background you will be responsible for managing the end-to-end service provision to the allocated business unit; acting as a single point for escalation, and at all times ensuring that systems, processes and methodologies as specified are followed to ensure effective monitoring, control and support of service delivery

We are looking for a self starting and strong team player who is hard working, diligent with excellent attention to detail and who enjoys giving that extra bit to complete their workload effectively; the role will require a high level of focus and the ability to sustain a high level of productivity.

CAF IT operates within the ITIL framework, so experience of working in a similar environment would be advantageous.

What you’ll get in return:

 You’ll have the opportunity to work very closely with the business at all levels, and to directly improve what your teams do and the way that they work, so this is a great opportunity to help shape our organisation’s future.

This role sits within the IT Department, which is around 80 strong and covers all the enterprise disciplines of IT, meaning there is a genuine opportunity to influence direction and strategy across the team.

There are lots of training opportunities and you’ll have the opportunity to really develop your technical and leadership skills.

On top of this we give 24 days holiday, flexible work hours, a fantastic pension, vibrant social club and health care options.

CAF is a Disability Confident Employer. We guarantee to interview disabled applicants who meet the minimum criteria for the role. Please advise us if you consider yourself to have a disability.

For further information about this exciting opportunity or to apply please send your CV and a supporting statement explaining why you would be the best candidate for this position to quoting reference number SO314. If this method of applying is not possible, then please contact a member of the HR team either by the email address above or by calling us on 03000 123 566 to discuss how we can support you to apply.

Download Job Description and Person Specification

Applicants must be eligible to work in the UK.

Closing date for receiving applications is 10th July 2020.