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Job ID9857BR
Job TitleIT Service Delivery Manager
Position TypePermanent
Business BrandMultiple Brands
DepartmentIT Support
SalaryUp to £45,000 +Bonus +Car Allowance +Pension
About Us
About the Role

In this varied and interesting role you will manage the relationship between the business, IT and suppliers. You will provide advice and guidance and be the point of escalation for key services and associated stakeholders. You will play a vital role in creating long-term healthy client relationships, acting as the bridge between the customer, our suppliers and operational delivery teams. You will manage external suppliers to ensure successful delivery of products and/or services into the business.

This is a fantastic opportunity to join a new, agile team and have a real impact on ways of working.

Key Responsibilities
  • Apply logical thinking, information gathering and analysis to formulate both short term day-to-day and longer term service delivery plans, to identify and analyse options and assess feasibility and operational impacts.
  • Build, develop and maintain successful, long term relationships with stakeholders.
  • Understand and identify business challenges and develop strategies and solutions to deliver added value to the business.
  • Act as an escalation point within the business for internal customers.
  • Own, chair and facilitate regular Service Reviews with the business and suppliers in accordance with relevant service level agreements and business priorities.
  • Manage costs within budget parameters.
  • Monitor supplier and IT service delivery performance and liaise with managers and customers to ensure service level agreements are not breached.
  • Develop continuous service improvement plans to drive cost reduction activities and eliminate waste.
  • Identify problem areas, create and deliver solutions to enhance the quality of service and implement preventative measures for the future.
  • Lead, engage and motivate colleagues from IT services to deliver business objectives.
  • Build capability of teams by supporting and coaching through effective performance management practices.
  • Operate with integrity and inspire colleagues to be their very best.
  • Ensure business policy and processes reflect current practices and are adhered to.
  • Increase the number of suppliers, internal stakeholders and services that are covered by UC/SLA agreements
About the Role
About You

Essential Skills and Experience
  • Previous experience as a Service Delivery Manager who has worked within the a financial or large scale enterprise environment.
  • Strong communication skills and the ability to communicate with people at all levels in an organisation.
  • Ability to influence and challenge constructively, particularly at Head of Function level.
  • Ability to lead, coach and mentor a team.
  • Able to delegate responsibility.
  • Able to work under own initiative, with minimal supervision.
  • Rigorous attention to detail.
  • Strong ITIL knowledge or experience.
  • Understanding of technical principals.
  • Strong relationship management.
  • Understand the requirements of an FCA regulated business.
  • Technical knowledge.
  • Supplier Management.
  • Stakeholder Management.

  • Understanding of ITIL disciplines within a commercial environment
  • Ability to co-ordinate IT Infrastructures to identify service impacting issues and relationships
  • Understanding of service level management.
  • Strategic IT Management
  • ITIL Intermediate
  • Programme / Project Management
The Benefits

The satisfaction of working for a successful and ethical business who are here to help people is a big benefit of joining us, but it is not the only one. We will invest in your development, giving you the support and training to become better and better at your job. We take the work/life balance seriously, with plenty of flexible working options. Working in a bright and refreshingly relaxed environment, you will find your opinions are valued and listened to.

On top of all this, we will give you a package including:
  • 25 days annual leave increasing with service.
  • Up to 10% annual profit bonus.
  • Company Car/ Car Allowance
  • Onsite Gym - Provident have joined with Nuffield Health. Weekly classes are held throughout the day and pre 09:00 and post 17:00, you can attend anything from Spinning to Pilates to Boxercise.
Plus pension and a whole range of other benefits besides.

Equality, Diversity & Inclusion EDI

Provident is one of a select group of forward thinking organisations that have signed up for the National Equality Standard NES. The NES provides a cultural assessment through the lens of diversity. It looks across all 9 protected characteristics set out in the Equality Act 2010 to ensure true inclusion in the workplace. The NES adopts a pragmatic & holistic approach to EDI and achieving it will enable Provident to showcase our business as leaders in this field.
Skills and Experience
About Us

Established in 1880, PFG is one of the UK’s leading suppliers of personal credit products to the non-standard lending market. We are a FTSE 250 company that provide a portfolio of credit products designed to meet the particular needs of those who are not well serviced by mainstream lenders. The Provident Financial Group is made up of Provident Home Credit, Satsuma Loans, Vanquis Bank, Cheque Exchange and Moneybarn.