IT Service Delivery Lead
Head Office, Poole
£20,910 - £23,014 (1 year contract – Possibility to extend)

My client are looking to recruit an IT Service Delivery Lead to join on an initial 1 year fixed term contract; to be responsible for ensuring that the service delivery of the IT department is of an excellent standard and is relevant to the needs of its customers and stakeholders.
Responsibilities:
1. Ensure IT Service standards are challenging and reflect the evolving needs of the end users

2. Monitor the quality of IT services provided to the end users and facilitate the IT team to deliver service improvements

3. Manage the IT Training function, ensuring training is accessible to all, meets the requirements of the Institute of IT Training and is relevant to help staff deliver excellent services supporting the objectives.

4. Manage compliments and complaints coming into the IT function and respond to them accordingly

5. Act as Customer Service representative and Value for money representative for the department

6. Manage the setting, reporting and publishing of all IT operational targets and performance indicators.

7. Promote and facilitate process improvement activities within the department and other departments.

8. Act as communication officer within and for the department.

9. Represent and promote the department’s services values at meetings and training events.

10. Production, monitoring and reporting of the IT budget on behalf of the Head of IT.
11. Manage the project administration and reporting of the departments projects.

12. Manage the admin requirements of the department.

13. Production and issuing of department documentation to external customers and revision of operational procedures.

14. Supervise and coach other IT Admin staff or apprentice.

15. May be required to participate in Business Continuity (BCP) activities.
16. Are required to comply with the Equality and Diversity Policy and procedures and may be required to participate in promoting them.
17. Will be required to carry out any other duties of a similar nature and type, and carrying the same level of responsibility, as may from time to time be directed by the organisation through your line manager.
Undertaking such flexible and additional working hours as may be necessary, within reason, to facilitate the efficient fulfilment of the organisations services.
Competencies Required
1. Stakeholder Management: identifies stakeholders to the IT function and job role, develops sound and lasting business relationships with them and manages expectations of stakeholder in line with the capability of the IT function. Communicates regularly with all stakeholders in relevant and engaging ways.
2. IT: Knowledge and experience of Microsoft Office, to at least intermediate level in Word and Excel. With the ability and desire to understand other computer systems and maximise the potential of investment in IT.
3. Excellent organisational and administrative skills.

4. Excellent interpersonal skills, able to deal with challenging behaviour

5. Good consultation, influencing and negotiating skills required.

6. The ability to react to any situation diplomatically and effectively

7. Good numerical and verbal reasoning skills

8. Able to communicate effectively at all levels of the organisation and in all mediums.

9. Able to organise and prioritise own workload to meet targets and deadlines

10. Ability to work as an individual and as part of a team, with and without supervision.

11. Ability to facilitate meetings and present to teams in other functions

12. Ability to coach and train staff, and to supervise admin staff or apprentices.

13. Able to demonstrate awareness of and work within security standards and regulations, in particular the Data Protection Act.

Many thanks for taking the time to review this advert. Peter Hirst