Service Delivery Manager

About the Job

SERVICE DELIVERY MANAGER

Manager 1C

Salary: £58,673

Hours: 37 hours per week

OVERVIEW

West Midlands Fire Service (WMFS) is the second largest fire and rescue service
in England, serving an area of 902km square and a population of over 2.9 million
people.

Our vision is 'Making the West Midlands safer, stronger and healthier'.

This vision and the strategic goals outlined in 'Our Strategy' are what drives
the people, professionalism and pride with which we serve our communities.

An exciting opportunity has arisen to join Digital, Data and Technology as a
Service Delivery Manager. Our technology underpins everything we do, from the
systems our firefighters rely on in an emergency to the services our communities
interact with every day. This role takes overall responsibility for our first
line Service Desk and our Application Support team, making sure incidents and
requests are resolved quickly and customers are kept informed throughout.

You will own the relationships that keep our services running, building strong
partnerships with key suppliers and holding them to account against agreed
contracts and service levels. Reporting to the Head of IT and working closely
with the wider Digital, Data and Technology leadership team, you will help shape
and embed our IT governance strategy, drive our ITSM and ITIL capabilities, and
line manage and coach your direct reports.

RESPONSIBILITIES

* take overall responsibility for the Service Desk, Service Management and
Application Support teams
* monitor and manage incidents and requests, making sure work is completed
within agreed service levels and customers are kept informed of progress
* manage service level agreements end to end, measuring and reporting on
performance and benchmarking against industry standards and comparable
organisations
* lead the relationship with key suppliers, holding them to account for
contract delivery and performance
* manage IT audits, making sure findings, actions and outcomes are tracked,
addressed and reported to IT leadership
* introduce and maintain a robust change management process, act as a point of
escalation, and support the shaping and embedding of IT governance across
Digital, Data and Technology
* line manage and coach direct reports, including performance, development and
recruitment.

EXPERIENCE AND SKILLS

ESSENTIAL SKILLS OR EXPERIENCE

* experience in a similar Service Delivery Manager role
* expert knowledge of ITIL v3 or v4
* experience of managing key supplier and vendor relationships, including
contract and performance management
* experience of managing service level agreements and benchmarking service
performance
* experience of implementing and managing IT governance policies
* excellent customer-facing communication skills, both written and spoken
* the ability to build effective working relationships internally and
externally, particularly with key stakeholders.

DESIRABLE SKILLS OR EXPERIENCE

* experience of working within a technology managed service provider or
multi-customer environment
* experience of working for a public sector organisation, for example a fire
and rescue service
* ITIL v3 or v4 certification to expert level
* experience of IT audit processes and frameworks, for example ISO 27001 or
Cyber Essentials
* strong leadership skills.

BENEFITS

We offer a friendly working environment and benefits including:

* flexible and agile working arrangements
* enhanced family leave benefits, including 52 weeks fully paid maternity and
adoption leave
* on-site free gym facilities
* free parking.

We also offer access to an in-house occupational health facility - including
occupational health and fitness advisors, sports therapists, physiotherapists,
cognitive behavioural therapy practitioners and counsellors.

In addition, employees have access to:

* 24/7 Employee Assistance Programme
* wellbeing programmes
* 'blue light' discounts across many retailers through partner schemes
* Sports and Welfare scheme (for a small fee) – with access to discounted
products and services.

DIVERSITY

We welcome applications from all eligible candidates. However, as women and
Black and minority ethnic employees are currently under-represented in our
service, we particularly encourage applications from these groups.

WMFS is committed to safeguarding and promoting the welfare of children, young
people and adults. We expect the same of every staff member.

Successful candidates will be subject to necessary pre-employment checks,
including - where applicable - relevant level Disclosure and Barring Service
(DBS) check, qualifications, medical clearance, identity and right to work. All
applicants will be required to provide two suitable references.

HOW TO APPLY

Send your CV, along with a covering letter outlining your relevant experience
against the job description (linked below), to demonstrate your suitability for
the role.

QUESTIONS

If you have any questions about the role, or would like an informal discussion,
please contact Simon Bentley, Head of IT, by email at simon.bentley@wmfs.net.

Job Description
[https://fa-ertg-saasfaprod1.fa.ocs.oraclecloud.com/cs/idcplg?IdcService=GET_FILE&fldFile=fFileGUID:526D4729F8200B25475612C3168C4D0F&fldBrowsingMode=contribution]