Application Support Analyst

The Role Focus

The IT Service Delivery Manager oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive

the IT team to achieve those expectations to a high standard.

The Role and Responsibilities

• Maintain high performing IT service support functions 

• Owner of the Incident, Service Request and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.

• As owner of the escalation process the AMS Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed

• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed

• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects are understood and factored into capacity plans for all associated systems

• Drive internal and third-party service review meetings covering performance, service improvements, quality and processes

• Manage any reporting that is required by the business to show IT performance excellence e.g. weekly, monthly, quarterly reporting, target setting and performance assessment.

• Work with various IT teams to ensure releases and IT patching and disaster recovery are carried out promptly and effectively

• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services

• Provide regular and accurate management reporting on IT Service performance

• Effectively deliver/manage Staff Management including recruitment, mentoring, training,

Knowledge, Skills and Personal Attributes

• Bachelor’s degree in Computer Science or equivalent is required, 

• Experienced Service Management professional with minimum 5 years’ experience in an IT Service role.

• ITIL Qualification

• Previous experience as a Team Lead or demonstrable experience in leading virtual teams

• Experience of managing 3rd parties and 3rd party delivered services

• Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

• Expert knowledge of ITIL disciplines

• Excellent leadership and people management skills

• Excellent written and verbal communication skills

• Willingness to support and mentor junior staff

• Excellent customer facing/customer service skills

• Able to work under pressure and meet deadlines

• Able to demonstrate a high degree of flexibility including shift and out of hours working

• Excellent organisational skills

• Self-motivated and able to take responsibility

• Able to manage and prioritise and tasks and time efficiently

• Able to demonstrate initiative and a proactive approach to daily tasks