IT Service Delivery Manager

Join Greensleeves Care as an IT Service Delivery Manager

Are you looking for a rewarding career with a reputable charity? Join Greensleeves Care as a full time, IT Service Delivery Manager, in a temp to perm post.

Responsible to:  Head of IT

Direct line reports: 0

Location: Head Office (Central London) with some travel to Greensleeves Care Homes located across England.

Purpose of Position:

• Serve as technical team lead on programs or projects that are assigned by Head of IT.
• Responsible for trouble shooting network connectivity issues.
• To effectively project manage the upgrade of our IT infrastructure and Wi-Fi capabilities, to meet the needs of the Trust.
• To support the Greensleeves Care site networks in line with the strategic and operational organisational requirements whilst ensuring the safe and reliable running of all ICT systems, to maintain a high-quality service for employees and residents.

Principle Responsibilities:

• Responsible for the technical hardware and software delivery and management of the project lifecycle including planning, implementing, and maintaining of such solutions.
• Implement and manage appropriate controls relating to projects including governance, budget and quality to ensure outcomes are met.
• Manage stakeholder expectations, by providing regular updates within the Trust to ensure visibility of on-going change management.
• Troubleshoot hardware and application configurations which relates to workstation performance and end user experience.
• Test and deploy system updates/patches to the end-user environment.
• Manage and ensure the adherence of SLAs within IT Service delivery.
• Support the Head of IT with maintaining the security of the Trust’s network.
• Maintain documentation of systems, maps, procedures, user, and technical information.
• Serve as escalation point of contact wit the primary focus on restoring services.
• Build automation into daily processes to improve the ease of doing business.
• Manage multiple end-user support and business as usual requests effectively.
• Manage service escalation to resolution and identify continuous improvement opportunities as appropriate.
• Keep the knowledge base for IT support updated with resolution and process appropriately.
• Working in collaboration with our 3rd party IT support desk, to ensure escalation of service ticket resolution, ensuring timely and accurate customer service.
• Ensure that the technical hardware and software issues are properly resolved.
• Assistance where required to “out of hours” critical alerts and escalation to the relevant stakeholders.
• work closely with the Head of IT and IT Manager on various IT related projects that form part of our strategic transformational plan for the Trust.
• Undertake other duties as may be reasonably requested and assigned by the Head of IT or Digital Transformation Director.

Skills required to succeed in this role:

Essential

• Relevant Degree or equivalent experience
• Project Management qualification i.e. Prince 2
• IT Project Management experience.
• Excellence in communicating and presenting technical information to non-technical stakeholders both verbal and written.
• Experienced working within a team to facilitate project work.
• Hands on knowledge of the procedures used in the installation, modification maintenance and repair of IT hardware and software.
• Good LAN / WAN / WIFI knowledge.
• Good working knowledge of major networking components, network operating systems and basic computer hardware components.
• Ability to work both independently and as a part of a small internal IT team.
• Ability to work autonomously within defined parameters, with little or no supervision.

Desirable

• Change management experience.
• Windows 10 desktop with broader knowledge of legacy Windows systems.
• Mitel Telephony
• Understanding of Azure and Active Directory systems
• InTune management
• MFA and Cyber Security

Why you should work for us:

• We are a not for profit organization, you will work for a charity that aims to make a difference and gives you a sense of purpose
• Excellent Group personal pension plan
• Cycle to Work Scheme
• Free Learning and Development programme
• Death in service benefit; Greensleeves Care provides a discretionary death in service benefit equal to 2 x the employee’s annual salary.
• Blue Light Card access which offers a range of online and high-street discounts
• Paid breaks and Greensleeves Care sick pay scheme
• Employee Assistance Programme
• Voluntary Healthcare Scheme
• Voluntary Lifestyle Benefits through our Hapi app
• Length of Service Awards at 5,10,20,30,40 and 50 years
• Competitive rates of pay in comparison to the health and social care industry.
• Free DBS check
• Mental wellbeing is of paramount importance to us, which is why our employees can access Thrive, our NHS approved mental health app.
• Refer a friend Scheme with a £350 pay-out for each referral

Please note that we reserve the right to close this advert early if we get enough suitable applicants, early application is recommended.