Service Delivery Manager - 9 month Fixed Term Contract

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Company Description

Evelyn Partners is the UK's leading integrated wealth management and professional services group, with over 186 years of experience in helping generations of people and businesses to thrive. We offer an extensive range of financial and professional services to individuals, family trusts, professional intermediaries, charities, and businesses.

We provide an award-winning service for our clients by employing the best people. Join us on our mission to place the power of good advice into more hands because we believe that everyone deserves access to good advice, regardless of where they're at in their financial journey.

An exceptional track record of growth and innovation is driven by our core values of: Personal, offering advice based on a true understanding of what matters to our clients; Partnership, working with our clients in a joined-up, collaborative way; and Performance, demonstrating a breadth and depth of advice expertise to deliver first-class results.

Job Description

What will you be doing?

We're seeking a talented individual to join as Service Delivery Manager in Liverpool, who will be responsible for overseeing the IT Service Desk and ensuring the effective governance of our Service Management processes including Change (CAB), Major Incident Management, Problem Management, Service Transition, Business Relationship Management, and Supplier Management.

Our IT Service Desk is critical to ensuring colleague issues are managed effectively with a strong focus on user experience. The role will need to oversee the day-to-day activities of the Service Desk to ensure we are providing efficient and effective support.

The Service Delivery Manager will play a critical role in the governance of service management processes, promoting engagement to protect live service with a focus on proactive measures to improve our performance. Seeking opportunities to utilise best practice and innovation to improve service quality while minimising business impact and risk.

As Service Delivery Manager, your responsibilities will include:

1. Managing Daily Operations: Overseeing the day-to-day activities of the Service Desk to ensure efficient and effective IT support, including rota management, escalations, and performance management.
2. Overseeing management of our Major Incident, Change (CAB), Problem, Transition, Service Catalogue, Business Relationship Management, and Supplier Management processes. Continually driving improvements in process and service performance.
3. Setting and implementing Service Desk and Service Management policies and procedures to maintain high standards of service, including the standardisation and centralisation of knowledge.
4. Training, mentoring, and evaluating the performance of your team, including the regular maintenance of a capability matrix and individual development plans.
5. Ensuring colleague experience and satisfaction are central to our objectives and development plans, ensuring we provide timely and efficient service delivery.

Qualifications

To be successful in this role, you should:

1. A deep understanding of ITIL practices, with experience in managing practices and/or teams.
2. Experience of working within a Financial Services regulated environment is desirable.
3. Effective communication skills are essential, including stakeholder relationships, supplier relationships, and coaching a team. Both written and verbal communication.
4. Experience of leading and motivating a team is essential, including guiding team members, managing performance, and promoting partnership.
5. Strong problem-solving skills are required to address and resolve technical issues, including the management of 'major incidents' including the facilitation of technical and business stakeholder communication bridges.

Desired

1. ITIL Foundation v4

Additional Information

As a colleague here at Evelyn Partners, you will have access to benefits that include:

1. Competitive salary
2. Private medical insurance
3. Life assurance
4. Pension contribution
5. Hybrid working model (role dependant)
6. Generous holiday package
7. Option to purchase additional holiday
8. Shared parental leave

We are proud to value the differences that a diverse workforce brings, representative of society and our clients. At Evelyn Partners we have a wide range of highly active employee resource groups and we're delivering multiple diversity, equity and inclusion initiatives across the organisation. It is our commitment to provide a workspace where all colleagues, regardless of identity, background, or circumstance, feel respected as individuals and feel that they can achieve their full potential and work in a safe, supportive, and inclusive environment.

We are happy to make any reasonable adjustments to accommodate for your needs throughout the application process. Please let your Recruiter know.