Service Delivery Manager

Permanent
Full time
35 hours per week
c.£58,000 per annum depending on knowledge, skills and experience
Birmingham
Corporate Functions (HR, Finance, Project Management, IT, Risk and Audit)

What is in it for you

  • enjoy a role where you can drive best practice and continuous improvement
  • be empowered to work in a team where your opinion counts
  • manage third party suppliers and financial budgets for your team
  • opportunity engage with senior stakeholder on service delivery outputs
  • interact with a multitude of teams and departments across the organisation building strong working relationships.

The role

This is a great opportunity to be part of the newly formed IT management team. You will have the chance to showcase your leadership skills and develop a high performing team. 

As a Service Delivery Manager, you will lead and manage your team to deliver services and activities in line with best practice and to a high standard.

You will work with all levels of stakeholders, project managers and employees in a bid to understand the current service delivery and make sure that these environments function effectively and meet targets. 

You will have ownership of and manage supplier relationships for transitional and business as usual vendors and you will also manage the service catalogue to the business.

As an advocate for continuous improvement you will make recommendations for change and contribute to the change advisory board to provide relevant IT information and advice on improvements.

The post holder will have excellent stakeholder management skills and will be competent in reasoning and influencing others. You will have previous experience of developing and reviewing service level agreements as well as monitoring performance against a framework.

What we are looking for

  • capability to manage significant programs of change within a service operations environment
  • previous experience of leading and managing a team to become high performing
  • ability to communicate and effectively engage with all level of stakeholders
  • strong analysis, report writing, and presenting skills
  • experience of using and implementing KPI’s to drive continuous improvement. 

To apply for this role, please submit your CV and covering letter. Please ensure that your CV and covering letter clearly demonstrate how you meet the knowledge, skills and experience requirements of the role.

Essential

The successful candidate will be able to demonstrate the following knowledge, skills and experience:

Degree qualified or equivalent by experience

ITIL Intermediate qualification / Supplier Relationship Management

Substantial experience in a Service Operations related environment

Experience of developing IT processes and procedures

Strong reasoning and advisory skills, with the ability to influence others through this

Ability to communicate confidently and effectively with staff at all levels in the organisation

Strong analytical, presentation and report writing skills

Significant experience of leading teams – both internally and with 3rd party suppliers

The ability to manage significant programmes of change

Experience of using KPIs to drive continual service improvement

Ability to effectively engage with and influence senior management

Ability to resolve conflict and to deal with competing priorities

Strong interpersonal skills with the ability to build good relationships at all levels

Significant experience of driving continuous service improvement


Desirable

Experience of coaching, mentoring and people development

Strong resilience and the ability to deal with ambiguity

Experience of working in Agile environments

Experience of transitioning services into a Dev/Ops environment

Experience of Cloud services

The SRA is the independent regulator of solicitors and law firms in England and Wales, protecting consumers and supporting the rule of law and the administration of justice. We do this by overseeing all education and training requirements necessary to practise as a solicitor, licensing individuals and firms to practise, setting the standards of the profession and regulating and enforcing compliance against these standards.
We offer an inclusive, supportive and friendly working environment and the chance to develop your career within a professional organisation. We are committed to the health and wellbeing of staff, helping everyone to strike a good balance between personal and professional life.

Additionally, we provide a generous flexible benefits package, including gym membership with a tax only cost, an excellent defined contribution pension scheme and an additional 3% of annual basic salary upon successful completion of probation.
SRA - Service Delivery Manager - Grade I.pdf – 137KB
Vacancy closing date: 25/03/2018, 23:55

The Solicitors Regulation Authority is an Equal Opportunities Employer.

Diversity and inclusion is central to everything we do. We are actively committed to promoting and participating in good practice in the way that we attract, recruit and retain staff.

Everyone is encouraged to bring their whole self to work because we appreciate the value that a truly diverse workforce brings to an organisation. We celebrate difference, recognising the benefits this brings to our inclusive culture, including age, disability, gender identity and expression, religion, race, sex, sexual orientation and socio economic background.

 We are a Stonewall Top 100 Employer, a member of ENEI, a disability confident employer and we are happy to talk flexible working.

This opportunity is closed to applicants.