Service Delivery Manager

As a hands-on Service Delivery Manager within our SIAM team, your primary purpose is to manage the end-to-end service lifecycle across our federated supplier ecosystem. You will ensure seamless, high-quality service delivery that consistently meets business needs, driving continuous improvement and maximizing the value derived from our technology partners.,

• This is a hands on role including day to day Service Operations Management within the context of Service Delivery Management (i.e. Critical Incident / Change / Problem / Continual Service Improvement / Demand Management etc.)
• Requirement to provide Out of Hours support every 5 weeks (additional payment applicable)
• Supporting new supplier selection, and negotiating contracts / renewals, with focus on defining service expectations and SLAs that maximise service value for ITV.
• Responsibility for day to day Service Operations within the context of Service Delivery Management
• Support resolution activities for Incidents and Major (Critical) Incidents - Support the Change Management process including attend CAB, Business Engagement, Impact Assessment and Scheduling support
• Lead Continual Service Improvement (CSI) initiatives, identifying opportunities and implementing changes across the multi-supplier model to enhance service quality, efficiency, and customer satisfaction.
• Responsibility for risk management coordination, assurance and resolution across the supplier landscape
• Responsibility for Stakeholder / Customer Relationship Management with key internal / external product, platform and service teams
• Support the demand pipeline of initiatives for key Group Technology stakeholders
• Working with internal teams to define and improve relevant SLAs / KPIs
• Drive the Service Governance framework by leading Monthly Service Reviews (MSRs) and Quarterly Business Reviews (QBRs) with suppliers, ensuring transparent performance reporting and accountability against SLAs/KPIs
• Creation & maintenance of Service and Support processes
  
  ITIL Practitioner/Intermediate certification in a relevant module (e.g., Service Operation or CSI).
• Significant experience as a Service Delivery Manager in a hands-on customer facing role
• Extensive knowledge and exposure to Service Operations
• In-depth knowledge of IT Service Management (ITSM) processes (Incident / Problem / Change etc.) including process creation & improvement
• Extensive Supplier and Vendor Management Experience
• Significant experience of Stakeholder / Customer Relationship Management within the context of Service Delivery Management
• Extensive Supplier and Vendor Management Experience within a multi-vendor/SIAM environment
• Digital Mindset to reflect the need for a forward-thinking approach to service management.
• Experience of service transition in a product/project environment is desirable
• Ability to vary style and approach with stakeholders to achieve desired result with an ability to quickly establish credibility and rapport with stakeholders
• Highly articulate written and oral communication skills
• Highly organised; able to multi-task; ambition, energy and drive
Other things we're looking for (key criteria)
• Background in Media/Broadcasting or working within an outsourcer / supplier organisation.
• Experience of working with Agile Development teams and Technologies
• Experience and understanding of Cloud Service Models (IaaS, PaaS, SaaS) and their associated service management challenges.
• Experience of managing Workplace Services such as Desktop Support / Collaboration / Devices / Identity
• Experience using ITSM tools e.g. FreshService, ServiceNow
  
  Flexible working with a range of options
• Generous holiday allowance, plus you can buy more
• Annual bonus opportunity
• Competitive pension contribution
• Save as you earn - with an opportunity to buy ITV shares
• Wellbeing and volunteering days plus a wide range of opportunities to help you live a balanced and healthy life
More about our benefitsTech, Data & Product team Behind every famous face, every programme, every channel is one of our market-leading technology teams. Discover more about the teams that are building products that millions of people use. Find out moreWhat is the magic of ITV? It starts with a simple love of television. Watching it, creating it, talking about it. Whether it's daytime or primetime, for downtime or anytime. We're inspired by our audiences. Who helps shape what we make. Standing shoulder to shoulder with them. Because what matters to them, matters to us. Starting conversations. Winning hearts. Changing minds and sometimes even society itself. Big or small, what we make makes an impact.