Governance and delivery of ITSM processes
Administration and management of the ITSMtoolsets (Atlassian Tools
Jira, Confluence, JSM, Pager Duty)
Manage all business impacting service interruptions and incident escalations inline with the agreed process and SLA's (24x7)
Deliver timely, appropriate and accurate communications to customers and key stakeholders
Manage Problems/Known Errors, to ensure that these are diagnosed, logged and escalated accurately
Actively build and maintain strong relationships with Technology teams, customers and 3rd Party Vendors
Manage technology requests for Change
Build Service and Trend Reports
Manage and deliver the service catalogue & service descriptions
Conduct service reviews with vendors

Professional knowledge of ITIL theories, principals and concepts
JIRA administration and configuration
Good working knowledge of information systems, concepts and technologies; networking, applications, infrastructure, hardware and software, Operating Systems, troubleshooting and investigation

dynamic working opportunities
medical cover
parental leave (six months fully paid maternity leave and enhanced paternity/partner leave)
life assurance
season ticket loans
a variety of training and development opportunities

Service Delivery Manager

Key skills