Service Delivery Manager

The Role

The role

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.

Main responsibilities

• 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

Skills you'll need (minimum criteria)

• 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