Service Delivery and Support Manager

Key Responsibilities 

• Team Leadership & Management 

• Lead, manage, and develop the Service Centre and Service Delivery teams to ensure high performance and continuous growth. 

• Allocate resources effectively to meet service demands and requirements, including Tech Bar presence, Client Portal support line and visits to our UK and Jersey offices. 

• Service Operations & Incident Management 

• Oversee the resolution ITSM activities such as incidents, service requests, assignments, problems etc within agreed SLAs. 

• Respond to escalations and complaints about IT Service, escalating to Head of Service Delivery where appropriate. 

• Own the Major Incident process, take ownership of major incidents to ensure coordination of resolvers, effective stakeholder communications, and post incident review. 

• Co-ordinate hardware deployments, including laptops, iPhones, headsets and desk moves. 

• Accountable for ensuring stock levels of IT consumable items and order replacement items as required. 

• Service Delivery Focus 

• Collaborate with development, product and project teams to ensure smooth transitions from items coming in from projects to the support world. 

• Own Identity Access Management processes; ensuring joiners, leavers, and transfers are completed accurately and in accordance with the relevant processes. 

• Own the Change Enablement Process and execution of change advisory board (CAB) meetings. 

• Stakeholder Engagement 

• Maintain strong relationships with business users, Technology teams, and third-party vendors to ensure service alignment and satisfaction. 

• Work with internal IT, LGT Group IT, and third-party IT functions to ensure actions are taken and completed to improve services. 

• Communicate service performance, risks, and improvement plans to stakeholders regularly. 

• Process Improvement & Governance 

• Drive continuous improvement initiatives to enhance support processes, tools, and documentation. 

• Ensure compliance with ITIL practices and internal governance standards. 

• Ensure staff understand and apply all policies and procedures, keeping up to date with all internal compliance courses. 

• Monitoring & Reporting 

• Monitor performance and support metrics, identifying trends and areas for improvement. 

• Produce regular reports on service performance, incident trends, and team productivity. 

• Knowledge Management 

• Ensure the creation and maintenance of knowledge base articles, runbooks, and support documentation. 

• Promote knowledge sharing within the team to improve efficiency and reduce resolution times. 

• Flexibility & Additional Responsibilities 

• The nature of the role requires some work outside of normal business hours including weekends, evenings and public holidays. 

• Perform other duties as assigned by Team Head, Service Delivery. 

Key Skills and Competency Requirements 

• Leadership & Team Management  

• Proven experience leading and developing high-performing support teams. 

• Ability to motivate, coach, and mentor team members to achieve service excellence. 

• Flexible approach to working hours, to accommodate global IT meetings and managing major incidents that occur outside of business hours. 

• Technical Expertise 

• Working knowledge of IT systems including: 

• Windows 11 

• MS Teams 

• SCCM 

• Active Directory 

• Group Policy 

• MS Office 

• iPhone mobile devices 

• Video and audio-conferencing systems 

• Experience using endpoint management tools, such as Microsoft SCCM and Microsoft Intune. 

• Incident & Problem Management 

• Skilled in managing major incidents, root cause analysis, and overseeing long-term fixes. 

• Experience in creating and maintaining support documentation and knowledge bases. 

• Familiarity with ITIL practices and experience with IT Service Management tools such as Ivanti, Service Now, JIRA etc. 

• Stakeholder Communication 

• Excellent communication skills with the ability to translate technical issues into business language. 

• Strong relationship building skills with internal teams, vendors, and business stakeholders. 

• Service Delivery & Continuous Improvement 

• Experience in driving service improvements and optimising support processes. 

• Ability to monitor KPIs and SLAs and take proactive steps to ensure targets are met. 

• Risk & Compliance Awareness 

• Understanding of data protection, security standards, cyber security concepts and compliance requirements. 

• Ability to assess and mitigate risks related to application support and service delivery. 

• Customer Focus 

• Strong commitment to delivering high-quality support and enhancing user satisfaction. 

• Ability to manage expectations and resolve conflicts effectively.