The opportunity We’re looking for an experienced and motivated IT Service Delivery Manager to help drive our IT Service to be the best it can be for our residents and staff. You are proactive and confident in leading an IT Service Delivery function within Origin. This is a great opportunity for applicants who are looking to step into a role that is well positioned to make a big impact and has a high level of autonomy. This role calls for a high degree of initiative, judgement, and ability to motivate and inspire others to continually improve service. If you’re a practical thinker and do-er you’ll be able to plan and prioritise work, and adapt to change when necessary. As someone who wants to get ahead, we will help you develop a wide range of skills – we are a supportive team who values your professional development. What you’ll do Take the lead Owner of the Incident, Request, Change, Service Transition and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required. Manage the Service Desk, Application Support and IT Systems Training Responsible for effective business relations within the organisation to enable delivery of customer focused IT services that deliver value Develop, manage, and continuously improve the organisation’s applications functionalities, interfaces, and business intelligence capabilities to the benefit of the business. Lead and direct the IT Service Delivery Team and Infrastructures Team to ensure that service level agreements (SLAs) and operational level agreements (OLAs) are defined and delivered in accordance with key performance indicators (KPIs) Lead on reporting IT KPI’s to the business Drive Continuous Improvement through reporting, trend analysis and service improvement plans Manage operational risks and issues related to the IT Service Lead Service Delivery communications and continuously improve IT Services informed by best practices in operations such as IT Infrastructure Library (ITIL) and DevOps As owner of the escalation process the Service Delivery Manager will take ownership of major incidents ensuring coordination of resolving parties, effective communication to stakeholders and post incident review Play an active part in the discussions regarding the on-going delivery programme and/or programme release roadmap to ensure you have a full awareness of the potential impacts on the operational service. Take action on IT Audits, Organisation audits to ensure any risks to the organisation are kept to a minimum Give your time Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments Hold regular meetings with SMG and be a business partner for IT. Providing regular IT Service updates whilst ensuring any escalated issues with IT are resolved efficiently. Provide IT Service information on an ad-hoc basis for the purposes of audits, assessments, and other regulatory/assurance requirements Lead on ensuring IT Service-related policies and procedures are reviewed and kept up to date. What you’ll need A motivational approach Collaboration is highly important; you’ll need to demonstrate your experience of managing and developing a team. Relationship building skills We reach out to third parties to help us; you’ll need experience of setting up and maintaining successful partnerships and reaching out to the wider organisation to understand what is needed to deliver great service. You’ll be able to demonstrate that you are able to build excellent relationships and help to influence stakeholders to continue to improve service. Proven ability We operate at a high level; you’ll need to demonstrate a track record in delivering high performance and outcomes. Our benefits to you Origin’s ways of working make it easier for you to balance work and home life. You will benefit from flexible working which offers you the opportunity to work from where you are most effective, with the technology and equipment you need, as well as access to flexible space for collaborative working. A generous 25-day holiday allowance plus bank holidays, that increases with time, with the opportunity to buy and sell leave 2 additional ‘giving something back’ volunteer days A pension scheme with contributions from 4% - 8% of your salary Family leave, compassionate leave and enhanced maternity pay Simply Health cash plan providing money back when you spend on health appointments including physiotherapy, dental and opticians Interest free loans to help spread the cost of a season ticket or another big purchase Annual staff conference, team away days and annual team meal allowance Access to Perk Box for fantastic savings on everyday purchases and much more Free employee assistance programme Opportunities to join staff network groups Refer a friend bonus We’re also committed to ensuring that our people have access to an excellent range of learning and development opportunities including our induction programme, course sponsorship, leadership development, mentoring and talent schemes along with professional membership if it’s a requirement to your role. Tell us your story We are looking forward to learning about you. Please help us get to know you by sending your latest CV and covering letter detailing how your skills and experience meet the job description for IT Service Delivery Manager outlined above. Closing date for applications: 27th November 2023