IT Service Delivery Manager

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Job Description

We are seeking an IT Service Delivery Manager to join our IT Operations and Services area to provide operational excellence for IAM and whose customers are Oxford Nanopore users both within Oxford and across our global ONT locations.

Oxford Nanopore Technologies is headquartered at the Oxford Science Park outside Oxford, UK, with satellite offices and a commercial presence in many global locations across the US, APAC and Europe.

Oxford Nanopore employs from multiple subject areas including nanopore science, molecular biology and applications, informatics, engineering, electronics, manufacturing and commercialisation. The management team, led by CEO Dr Gordon Sanghera, has a track record of delivering disruptive technologies to the market.

Oxford Nanopore's sequencing platform is the only technology that offers real-time analysis, in fully scalable formats from pocket to population scale, that can analyse native DNA or RNA and sequence any length of fragment to achieve short to ultra-long read lengths. Our goal is to enable the analysis of any living thing, by anyone, anywhere!

Summary of the role's main purpose:

The IT Service Delivery Manager will provide the direction and strategy for the related Service Management and Service Delivery functions within the department and have accountability for related policies and procedures.

The role holder is accountable for ensuring that IT delivers appropriate and consistent levels of service to the business from both the internal teams and its suppliers at the right cost. That technology services are stable, meeting availability targets and that there is a continuous improvement framework in place.

Responsible for the setting the direction and management of the Service Delivery Function including IT Support, IT Service Management, Vendor Management and Identity & Access Management across all ONT UK locations.

The role holder will also have responsibility for the ongoing relationship and support for our global colleagues, maintaining regular contact and operating as an advocate.

Key Responsibilities:

• Accountable for all areas of Technology service and the relationship with the end customer. Act as the ambassador for the 'shift-left' strategy driving support costs to the lowest price point whilst measuring and ensuring that repeat incidents are eliminated and that customers are experiencing excellent service.
• Accountable for the overall service delivery strategy, with one and three year plans that contribute to, and inform, the wider IT strategy with plans that input into the Technology project portfolio. Ensure that the Service Delivery function supports the growth of the company in line with the overall business plan and IT strategy.
• Work with the wider IT leadership team to develop and framework for service reporting and establish a roadmap to evolve this into KPI's and metrics that demonstrate Continuous Service Improvement (CSI) and value for money.
• Driving force behind CSI and within the Service Improvement programme across IT. Build and embed service management best practice within the team's working practices to drive efficiencies, control costs and increase quality of service and add value. Foster and embed high quality as the driving principal behind ONT Service Delivery.
• Ensure that policies, procedures, governance and standards required to support the department function and to enable the business to achieve its goals. Work to ensure that the service provided is transparent with the business and that there is strong governance in place to ensure that Technology are operating in the best interests of the business.
• Leader and influencer for global alignment & roadmaps for service desk, support & service management processes and service delivery model alignment where appropriate.
• Manage the Service Delivery team and 3rd parties to deliver customer-focussed cost-effective business as usual support.
• Responsible for ensuring timely resolution of incidents to agreed OLA's, root cause analysis of problems and implementations of changes to correct deficiencies in the current environment.
• Senior escalation point for Service Delivery issues.
• Establish monthly reporting for Technology service teams and drive ongoing review and improvement.
• Ensure a central repository and artefacts for knowledge management is in place, maintained and leveraged on an ongoing basis.
• Establish and maintain governance process with key suppliers and regular service reviews to ensure SLAs are met etc.
• Creation & governance on standards & processes for service design, change and transition into support. Ensuring new or changed services are fit for purpose, fit for use and supportable.
• Actively seek to understand user/business needs & issues (both present & future) by managing relationships across the business. Plan to meet these needs where practical.

Key Technical Skills, Knowledge and Experience:

Essential:

• Extensive experience in leading within a Service Delivery & ITIL environment and implementing ITIL/service management strategy & processes.
• ITIL service management qualifications to at least intermediate level
• Previous extensive experience of leading a Service desk and End-User computing teams across multiple locations and time zones.
• Commercially astute and strong business acumen. Comfortable with producing business cases and familiar with developing and managing financial budgets.
• Experience in dealing with all levels within the business from end users to the management board in a complex stakeholder environment and capable of presenting ideas, projects and businesses in a non-technical manner.
• Experience & understanding of knowledge, service asset & configuration management
• Detailed understanding of Supplier Management with additional experience of multiple vendor and contract management
• Experienced manager of managers and business leader. Provide guidance and leadership to team and set a strategy and strategic vision which is fostered within the department and understood and supported by business customers.

Behaviours required:

• Highly customer focussed leader.
• Strategic IT thinker and leader.
• Passion for delivering quality service management through continual service improvement.
• Excellent interpersonal and communication skills, with ability to communicate with non-technical staff over technical issues.
• Strong proven management skills.
• Enthusiastic and inspiring and able to deliver this through culture change backed up by on-time and on-budget project delivery.
• High level of attention to detail, excellent team player and an ability to communicate at all levels. Demonstrate the ability to communicate technical issues in a business context.
• High levels of integrity and ability to work autonomously in a fast-paced environment and provide leadership to those around them.
• Effective communicator across all business levels with an ability to influence and engage
• Working flexibly and collaboratively
• Taking ownership and accountability

We offer outstanding benefits to include an attractive bonus, generous pension contributions, private healthcare and an excellent starting salary. Based within beautiful, landscaped surroundings with tree-lined walks, water features and a lake, all of which make for a wonderful working environment.

If you are looking to utilise your skills to really make a difference to humankind, then consider joining our team and apply today!

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job.

About Us

Oxford Nanopore's goal is to bring the widest benefits to society through enabling the analysis of anything, by anyone, anywhere. The company has developed a new generation of nanopore-based sensing technology enabling the real-time, high-performance, accessible and scalable analysis of DNA and RNA. The technology is used in more than 100 countries to understand the biology of humans and diseases, plants, animals, bacteria, viruses and whole environments.

Oxford Nanopore was founded in 2005 as a spin-out from the University of Oxford and now employs over 1000 employees around the world.