Service Delivery Manager

Company Description

Version 1 has celebrated over 28 years in Technology Services and continues to be trusted by global brands to deliver solutions that drive customer success. Our expertise enables our customers to navigate the rapidly changing Digital-First world we live in. We foster strong partnerships with leading technology giants including Microsoft, AWS, Oracle, Red Hat, OutSystems, Snowflake, ensuring that our customers are provided with the highest quality solutions and services.

We’re an award-winning employer reflecting how our employees are at the very heart of Version 1 and what we do:

• UK & Ireland's premier AWS, Microsoft & Oracle partner
• 3300+ strong, €350/£300m revenue business
• 10+ years as a Great Place to Work in Ireland & UK
• Best Workplace for Women in the UK & Ireland by GPTW
• Best Workplace for Wellbeing in the UK by GPTW

We’re a core values driven company, we hire people who share our values, and we reward those who display and foster them, it’s deeply embedded within our DNA. Invest in us and we’ll invest in you!

Job Description

The Service Delivery Manager will work directly with our customer, Lincolnshire County Council (LCC), and will be onsite with them approximately 2 days per week. They will be responsible for ensuring the effective delivery, governance, and continuous improvement of end-user computing services across LCC. The role ensures seamless IT experiences for staff and stakeholders by embedding ITIL 4 service management practices, Agile methodologies, and ITSM frameworks, while also assuring outsourced IT services and vendor performance.

Operating at SFIA Level 4, this role involves service management, operational support, problem-solving, and user engagement to drive service excellence. The postholder will ensure that all end-user compute services comply with LCC’s strategic objectives, digital transformation ambitions, and best practice governance framework – ITILv4 including GDAD.  The post holder will work closely with the security team to ensure compliance with GDAD and NIST CSF 2.0. This role will work closely with IT service providers, ensuring effective governance, compliance, and performance while maintaining alignment with LCC’s digital roadmap.

Roles & Responsibilities

End-User Computing Strategy & Governance

• Ensure that end-user compute services align with GDAD framework, GDS Service Manual, and PDCF project governance.
• Work with the security team to maintain compliance with NIST CSF 2.0 Maturity Level 5, embedding cyber resilience and security best practices into service delivery.

ITIL 4 Service Management Implementation

• Ensure all ITIL processes including incident, problem, change, and request fulfilment processes follow ITIL 4 best practices.
• Drive the implementation of service improvement initiatives, ensuring continuous enhancement of end-user services.

User Support and Issue Resolution

• Act as an escalation point for complex end-user issues, ensuring minimal disruption and efficient resolution.
• Work with the IT Supplier to enhance first-time resolution rates through automation, AI-driven support, and digital self-service models.

Strategic Vendor & Outsourced Partner Management

• Assure outsourced IT providers against the LCC outsourcing contract, ensuring SLAs,  KPIs and other measures defined are met.
• Act as the primary liaison between LCC, managed service providers, and external partners for contracts that are owned by LCC.

Modern Workplace Technology & Integration

• Oversee and enhance end-user services related to:
  • Office 365
  • SharePoint
  • End User Compute devices e.g. Laptops, Desktop Phones etc.

• Ensure alignment with LCC’s cloud-first, data-driven approach.

Incident & Problem Management

• Working with the IT Partner to assure  incident response and root-cause analysis, ensuring preventative measures are in place.
• Develop and run a robust major incident management process in collaboration with service providers.

Request & Change Management

• Working with the IT Partner and LCC SDM assure Request fulfilment is delivered to  optimal levels and drive improvements to achieve zero touch.

ITIL Processes

• Working with the IT Partner and SDM assures all ITIL processes, relevant to End User Compute, are being followed and value is being evidenced through dashboard reporting.

Agile & Product-Based Service Delivery

• Support the Council’s shift to an agile, product-based service model, embedding iterative improvements into end-user services.
• Work with business product owners and service teams to align services with user needs and organisational outcomes.

End-User Training & Digital Enablement

• Improve IT literacy across LCC by developing self-service portals, knowledge bases, and digital skills training.
• Proactively identify and address gaps in end-user training and technology adoption.
• Work with the Directorates and key stakeholders to exploit the capabilities of End User Compute to maximize the investment

Performance Monitoring & Data-Driven Decision Making

• Ensure service performance is continuously monitored and optimised using Service Now, Power BI dashboards and analytics.
• Provide regular reports and insights to senior leaders, demonstrating service performance and areas for improvement.

Security, Compliance, & NIST CSF 2.0 Maturity

• Work with the Security team to ensure the End User Compute services are  compliant with zero-trust security models, protecting end-user devices, identity management, and endpoint security.
• Support LCC’s commitment to NIST CSF 2.0 Level 5, ensuring proactive threat detection and risk mitigation.

IT Asset & Lifecycle Management

• Oversee the lifecycle management of end-user devices, ensuring cost-effective procurement, maintenance, and disposal.
• Ensure sustainable technology practices and cost-effective asset management.

Continuous Improvement & Innovation

• Drive continuous service enhancement by leveraging automation, AI-driven support, and predictive analytics.
• Identify opportunities to consolidate and integrate line-of-business applications for a more efficient IT estate.

User Satisfaction

• Working with the IT Partner and LCC IT Teams monitor and enhance user satisfaction by regularly gathering feedback, analysing user experience, and implementing improvements based on user needs and preferences

Product Management

• Work with the Product teams to support:
  • Product backlog Management
  • Stakeholder Engagement and communication
  • Quality Assurance and Product Validation
  • Continuous Improvement
  • Community Engagement and Capability Building

Qualifications

• A Bachelor's degree in Information Technology, Computer Science, or a related field
• ITIL Foundation certification is required, with higher-level ITIL certifications preferred. 

Experience we are looking for:

• Demonstrated ability to operate at SFIA Level 4, with expertise in service management, system integration, and technical support. 
• Proven experience in IT service management, preferably within a local government or public sector environment.
• Experience managing outsourced vendors and ensuring adherence to SLAs
• Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions. 
• Excellent verbal and written communication skills, with the ability to interact effectively with users and stakeholders at all levels.
• A strong commitment to user satisfaction and continuous improvement.  
• Strong customer service/relationship management experience
• Strong leadership and decision-making skills
• Strong track record in driving revenue opportunities 
• Demonstrated ability to work within a process driven environment
• Resource Management experience: performance management, workload distribution, team development, knowledge management 
• Financial management of accounts including monthly forecasting on gross profit accounting for team costs, recurring and additional project revenues and costs
• Strong ITIL skills in relation to Service Design, Operations and Transition

Additional Information

Why Version 1?

At Version 1, we believe in providing our employees with a comprehensive benefits package that prioritises their wellbeing, professional growth, and financial stability.

• Share in our success with our Quarterly Performance-Related Profit Share Scheme, where employees collectively benefit from a share of our company's profits.
• Strong Career Progression & mentorship coaching through our Strength in Balance & Leadership schemes with a dedicated quarterly Pathways Career Development programme.
• Flexible/remote working, Version 1 is tremendously understanding of life events and people’s individual circumstances and offer flexibility to help achieve a healthy work life balance.
• Financial Wellbeing initiatives including; Pension, Private Healthcare Cover, Life Assurance, Financial advice and an Employee Discount scheme.
• Employee Wellbeing schemes including Gym Discounts, Bike to Work, Fitness classes, Mindfulness Workshops, Employee Assistance Programme and much more. Generous holiday allowance, enhanced maternity/paternity leave, marriage/civil partnership leave and special leave policies.
• Educational assistance, incentivised certifications, and accreditations, including AWS, Microsoft, Oracle, and Red Hat.
• Reward schemes including Version 1’s Annual Excellence Awards & ‘Call-Out’ platform.
• Environment, Social and Community First initiatives allow you to get involved in local fundraising and development opportunities as part of fostering our diversity, inclusion and belonging schemes.

And many more exciting benefits… drop us a note to find out more.

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