Service Delivery Manager

09 Sep 2017
23 Sep 2017
Contract Type
Service Delivery Manager
London, Grays Inn Road

ITV is the biggest commercial television network in the UK. Behind every famous face, there are hundreds of others, all doing their bit to make things happen. We love telly, we're passionate about content and most importantly we understand our audiences. As a growing international company, we're commercially minded and have a global focus. We're all about pushing the boundaries and being innovative.

We have an exciting new opportunity for a Service Delivery Manager to take ownership and management for the provision of services delivered by a portfolio of 3rd Party Suppliers to ITV. The role will also involve facilitating Service Delivery and Assurance within ITV Technology.

The Service Delivery Manager will be supporting services across our Broadcast & Distribution and Studio's Technology Divisions.

?? IT Service Delivery ownership throughout the lifecycle of Supplier Relationship Management from sourcing through to contract termination/renewal.
?? Work with business & technology stakeholders, legal and procurement to ensure service requirements are clearly understood and underpinned via fit-for-purpose Service Support provisions.
?? Manage a portfolio of 3rd Party Suppliers to their SLA's and KPI's and ensuring these are consistently achieved and exceeded.
?? Work with teams across technology and the business to maintain pro-active engagement with the portfolio of ITV Technology Suppliers.
?? Establish key ITIL processes for managed services such as Incident Management, Problem Management etc.
?? Work with stakeholders across technology and the business to ensure smooth operational delivery of services.
?? Define a Service Catalogue for a portfolio of Business Services and to be the custodian of the Catalogue ensuring it evolves, and remains accurate and up-to-date at all times
?? Demonstrate tangible improvements in supplier performance and strategic alignment for services managed
?? Drive continual service improvement through effective process governance
?? Define a set of reports/dashboards measuring Service Delivery metrics and process KPI's
?? To own and develop a key competency area of Service Delivery for adoption by all of ITV Technology and champion this across the various business area's

Skills & Experience
?? Service Delivery experience within an ITIL environment
?? Extensive Supplier and Vendor Relationship Management Experience including contract negotiations through to holding on-going formal monthly and quarterly supplier reviews.
?? Experience of creating Service and Support processes from ground up and carrying out effective stakeholder management up to Exec Level to ensure process is adopted
?? Experience of running a governance function within an operations environment
?? Operational exposure to Incident, Problem, and Change & Release Management
?? Experience of driving service improvement through effective process governance
?? Ability to vary style and approach with stakeholders to achieve desired result
?? Highly articulate written and oral communication skills
?? Able to quickly establish credibility and rapport with business and technology stakeholders up to C-Level
?? Background working within a Media/Broadcasting environment is a great advantage
?? Experience of working with Agile Project Methodology
?? Experience of Media and Commercial technologies

Closing date: 22nd September 2017

ITV strongly encourages applications for this role from candidates with a disability and as a Disability Confident employer we are committed to offer an interview to disabled candidates who meet the minimum criteria for the role.

"ITV, where creativity, diversity and collaboration put us right at the heart of popular culture."

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