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Service Delivery Manager in Bristol at Computershare, Inc

Date Posted: 12/15/2018

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Job Description

IT Service Delivery Manager

Competitive Salary Competitive Company Pension Award Winning Employee Share Plan Flexible Working Hours 25 Days Holiday Excellent Working Culture

Job Purpose

The remit of IT Service Delivery Manager is to improve the processes of our service offering to meet the ever-growing demand for availability, communication and the visibility of constant change across our organization, specifically focused on the customer's perspective of IT contribution to the business.

IT Service Management team deliver CTS EMEA a framework for ITIL Service Management and drive the group towards industry best practice providing both subject matter expertise and ownership of ITIL Service Operations processes and Service Management toolsets underpinned by IT Service Assurance and Compliance. Integrated into the team are responsibilities for programme & project management across the IT Service Operations function.

The Service Management team has a specialist function responsible for engaging and delivering change (people, process, technology) into Service Operations, managing Change & Release processes and providing in and out of hours Incident Management. The work is wide and varied and the team also gives a full project management capability, work stream leadership and contribution of subject matter expertise to a range of initiatives at any point in time.

CTS EMEA includes UK, Ireland, Continental Europe, South Africa and Hong Kong.


The role is responsible for the effective delivery of IT Services to Computershare end-users. A fundamental part of exercising this responsibility will involve working closely with internal technology teams as well as external IT suppliers to manage agreements / service levels and to ensure that work is appropriately prioritised, delivered and communicated.

The Service Delivery Manager will be responsible for owning specific Service Management processes on a rotational basis as directed by the Head of Service Operations, extending the day to day (BAU) processes of Release and Change, Demand Management and Incident Management with the role holder playing an active part in running/supporting CAB in providing assurance of minor and routine changes.  It is also expected that any SDM can manage incidents across our estate during business hours, and where necessary out of hours.

The Service Delivery Manager will also play a role in managing the transition of any new or substantially changed IT services from a project phase into an Operational support model. 

Due to the nature of supporting global processes, projects and systems, there will be occasions when this role will need to undertake activities out of standard office hours.

Key Responsibilities

  • Ownership of the Change Management process and running the CAB.
  • Support and play an active part in maturing all ITSM processes.  This will include being involved in regular demand and forecast planning sessions.
  • When necessary take up to role of Incident Manager and ensure the IM processes is adhered to
  • Define, manage and maintain Service Management Policies and Processes as directed by the Head of Service Operations, driving their efficiency and effectiveness.
  • Monitor the effectiveness of other Service Management Processes, making recommendations for improvement where appropriate
  • The role holder will be expected to operate within a number of Service Management processes as required, including but not limited to:

§  Change Management

§  Incident and Problem Management

§  Major Incident Management

§  Service Transition Management

§  Service Request Management

§  Asset and Configuration Management

§  Release Management

§  Supplier Management

§  Service continuity Management

§  Service Design and Transition

§  Continual Service Improvement

§  Capacity Management

§  Availability Management

§  Service Level Management

§  Knowledge Management  

  • Responsible for the production of management information, including reporting and KPIs .
  • Ensure that all IT teams (internal and external) follow Service Management processes.
  • Ensure that suppliers and Computershare colleagues adhere to Service Management Policies and Processes
  • Ensure quality and usage of knowledge bases within Computershare and IT suppliers.
  • Drive the successful provision of the IT Service Desk ensuring the effective delivery of services by the Service Desk.
  • Ensure appropriate service governance and reporting mechanisms are in place with both IT suppliers and internal Computershare stakeholders
  • Risk Management –identify, report on and proactively manage risks.
  • Audit Management – ensure that Computershare meets its responsibilities towards internal and external auditors and manages effectively its activities in order to ensure audit compliance.


Essential Skills

  • Experience of working within complex or outsourced service support organisations and implementing new or changed service designs
  • Experience working within or running Change and Incident Management processes.
  • Identifying and resolving resource conflicts and manages critical dependencies across many technologies and teams.
  • Good communication skills are essential to create and maintain excellent relationships with all relevant stakeholders including excellent communication skills with internal Service Ops colleagues and the wider technology community.
  • Demonstrable leadership & stakeholder management showing gravitas in influencing and managing non-direct reports within the wider IT team. 
  • Have a strong people presence engaging well with people at all levels fostering an environment of trust and respect.
  • Proven ability to work well under pressure and handle multiple, sometimes conflicting, priorities in order to meet deadlines and priorities.
  • Proven ability to quickly become familiar with new concepts with excellent analysis skills and attention to detail.
  • Highly motivated, demonstrating drive, passion, diplomacy on a day to day basis in order to achieve business goals & objectives
  • Excellent written and verbal skills with a proven ability to deliver difficult messages in a positive, constructive way in order to obtain buy in.


Desirable Skills

  • Previous experience in a technical IT role.
  • Strong understanding of ITIL v3 processes and functions. An ITIL (IT Infrastructure Library) professional qualification is desirable.
  • Experience of managing complex Service projects or Transitions.
  • Experience in Vendor Management.
  • Experience of working in both an Agile and Waterfall environment.
  • Business Knowledge (Mortgage Servicing - Financial Services – Corporate Actions – Employee Plans)


Specific Key Benefits of The Role

Computershare offers all employees 25 days holiday, excellent pension scheme, shareholder incentive plan and a flexible employee benefits scheme.

All successful candidates will be required to undergo the Computershare Pre-Employment Screening Process before commencing employment. Employment will be subject to satisfactory clearance on background checks including Identification, Passport Validation, Finance, Qualification, Employment / Personal referencing and Criminal Record Basic Disclosure checks.

Computershare Investor Services plc is authorised and regulated by the Financial Services Authority. Computershare Investor Services plc is registered in England and Wales No 3498808 and the registered office address is: The Pavilions, Bridgwater Road, Bristol, BS13 8AE.


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