Job Description

Overview

The IT Service Delivery Manager oversees a number of key functions within the IT department that enables the delivery of a high-quality service to end users, and to ensure IT Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard. This role ensures IT support function is outstanding and that each business is constantly happy with the levels of service they receive. Considerable interaction with both clients and internal stakeholders isa key aspect to enhance and maintain service delivery in Amtrust International. Areas of focus include IT support and task management to include but not limited to Incident and Major Incident Management, Change / Release Management, Problem Management, Request Management / fulfillment and Outage Management.

• Responsible for the Incident, Major Incident, Change, Release, Problem and Request fulfillment processes, ensuring high levels of performance in these areas, providing accurate reports and metrics over a period of time.
• Manages and monitors the delivery of services, prioritization of items, and the outcomes for all Change/ Release, Incidents, Requests and Service Requests.
• Assist the management of the CAB and CAB-related release processes including ensuring changes are moved through the lifecycle with the necessary approvals and process being carried out
• Identify trends and changes in the IT Support model by constantly reviewing past performance and proposing a change to resolve it.
• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents during and as needed off business hours to ensure coordination of resolving parties, effective communication to stakeholders and post incident review.
• Maintain and establish reporting related to Governance of policies and processes for Incident, Change / Release / Problem, Outage and Request fulfillment across the organization through continuous improvement, reporting, training and stakeholder engagement
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Ensure that RCA are completed in an appropriate time frame for any outages experienced in AmTrust International or AmTrust Global.
• Arrange Service Delivery meetings with IT Leadership to discuss Service Level Agreements.
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Provide monthly IT Service Delivery metrics for each business area, outlining monthly metrics on Change/ Release, Incidents, Requests and Service Requests.
• Building partnerships and liaising with IT Leadership to demonstrate their impact to the businesses.
• Oversees and reports weekly, monthly, quarterly, and annual metrics.

• ITIL Qualified
• 3-5+ years of professional relevant experience

• Experience
• Experience with presenting metrics to key stakeholders of the businesses.
• Experience with putting presentations to all levels of stakeholders
• Experience with building strong relationships with customers, peers and stakeholders.

• Functional/Technical Competencies
• Service Management in a large-scale and diverse environment of incident management and escalation procedures
• Expert knowledge of ITIL disciplines
• At least 2 years of direct hands on experience within an IT Service Delivery model.
• Excellent customer facing/customer service skills

Core AmTrust Behavioural & Professional Competencies (Employees)

Results Driven: Displays energy, determination and a sense of urgency to get the job done; understands the importance of meeting deadlines to achieve objectives; takes responsibility for organising own workload to ensure goals are met; identifies barriers or issues that might impact adversely on getting the job done and is proactive and innovative in resolving problems and finding solutions; strives for excellence.

Adaptable & Open to Change: Demonstrates a willingness to adapt and change according to circumstances; is able to comfortably handle ambiguity and changes in priorities; identifies the requirement to demonstrate flexibility for the wider benefit of the department and the business; supports change and the drive to continuously improve.

Relationship Management & Customer Focus: Builds and maintains strong internal and external customer and other relationships as relevant to role; is able to effectively understand and support customer needs while balancing business needs; takes responsibility for meeting agreed service levels and other commitments.; strives to deliver excellence and innovates to deliver solutions; ensures that all our customers are treated fairly and receive good outcomes in accordance with our regulatory requirements.

Risk Management: Is able to understand and identify common types of business risks for their functional or business area; actively supports the maintenance of an effective control environment; takes timely remedial action as may be required to prevent or minimise loss; proactively escalates risks to the appropriate party; supports continuous improvement in the management of risk.

Collaboration: Demonstrates respect and integrity in all collaboration with others; works with rather than competes with others in the business to achieve company goals; builds trust through open communication; adapts style and messaging appropriately; seeks out and listens to the opinions of others; supports team building and an inclusive culture that values diversity.

Continuing Professional Development: Proactively keeps up to date with regulatory and professional changes; maintains the required knowledge and skills to perform in post and undertakes all required / mandatory training; ensures that annual learning and development plans and Continuing Professional Development (CPD) obligations are achieved.

AmTrust Values: Able to demonstrate and role model AmTrusts values: Excellence, Innovation, Integrity, Responsibility, Inclusion and Teamwork.

Conduct Rules: Acts at all times in accordance with the Conduct Rules (as set out above)

#LI-DD1

#LI-HYBRID

#AMTRUST

AmTrust Financial Services offers a competitive compensation package and excellent career advancement opportunities. Our benefits include: Medical & Dental Plans, Life Insurance, including eligible spouses & children, Health Care Flexible Spending, Dependent Care, 401k Savings Plans, Paid Time Off.

AmTrust strives to create a diverse and inclusive culture where thoughts and ideas of all employees are appreciated and respected. This concept encompasses but is not limited to human differences with regard to race, ethnicity, gender, sexual orientation, culture, religion or disabilities.

AmTrust values excellence and recognizes that by embracing the diverse backgrounds, skills, and perspectives of its workforce, it will sustain a competitive advantage and remain an employer of choice. Diversity is a business imperative, enabling us to attract, retain and develop the best talent available. We see diversity as more than just policies and practices. It is an integral part of who we are as a company, how we operate and how we see our future.

Job Tags

Similar Jobs