Senior Manager - IT Service Delivery

DP World are currently recruiting for a Senior Manager - IT Service Delivery which is a key role in delivering a critical shared IT support function across the DP World business.  This is a senior leadership position requiring a process driven customer focused person who can implement solutions to improve IT support and maximize efficiencies at scale.  DP World is a 24/7 operational business where IT is a critical function, as such a strong focus on ITIL processes is essential. This role will cover our whole business so will require regular travel both locally and internationally. The role is Hybrid/Remote working and can be based anywhere in the UK

How you will contribute:

• Responsible for Global IT Service Delivery, including Servicedesk, NOC,  ITSM, Metrics/SLAs, Incident, Problem and Change Management.  Providing a critical 24/7/365 support function to the business.
• Leads the IT Service Delivery Function driving solutions and services to meet the needs of our business and customer requirements.  Following Industry standard practises and utilising ITIL processes where applicable to our business.
• Manages the IT change cycle of our business and the impact it has, to ensure minimal disruption to our operations through optimised incident management processes, using trends and analysis to avoid repeat issues and lead the broader IT teams to implement sustainable long-term fixes.
• Using a high level of focus on Metrics and Reporting to provide meaningful information on how IT supports the business, help drive up service levels both within the servicedesk support function and across all of the IT teams.  Also providing data as required to business and customers on how we perform.
• Has ownership for IT Service Management Tools to provide users an efficient way to submit IT service requests, track them and follow up.  A focus on optimisation using automation where possible to avoid manual high-volume tasks that use up resources.
• Responsible for the IT Onboarding/Offboarding processes ensuring new employees have a seamless IT experience coming into the business and we adhere to security and compliance requirements removing access when they leave.
• Implements and Manages IT Alerting Systems and escalation processes to ensure that we identify any outages quickly and can respond with required actions to ensure minimum business impact.
• Supports all audits for IT service with a focus on constant improvement, taking and non-conformances and ensuring processes are updated and adhered to
• Manage IT Corrective Action Process.  Actively ensuring all CA’s are documented, assigned ownership, reviewed, implemented or closed with a focus on removing repeat issues from the environment.
• Manage the IT Change Management Process including running the CAB meetings to ensure that Service Operation risks, issues and views are taken into account. Helping define and maintain change models relating to IT Service Operation components or services. Receiving change schedules and ensuring that all IT Service Operation staff\customers are made aware of and prepared for all relevant changes.
• Manage and Improve the operations of the Service Desk activities.  Problem management (closed loop problem resolution), service request fulfillment and complaints.  Ensure all activities are logged and assigned with daily follow-up tasks.  Provide reports to an agreed schedule (or on request) including SLA performance and other key metric and performance reports.
• Undertake continual improvement practices by implementing policies and procedures which continue to maximize the efficiency, effectiveness and overall quality of syncreon IT products and services utilizing metrics as a measure
• Ensure corporate policies (especially those respecting the security and integrity of client or corporate data) are understood, implemented, and compliance tracked
• Develop and implement policies and procedures focused on customer centricity to enhance the quality of customer service provided by syncreon IT to internal customers and where applicable external customers.
• Co-ordinate the Event Management Process ensuring escalation of events throughout their lifecycle and defining clear goals for Incident Managers in the definition, classification and escalation guidelines for events.
• Provide IT Service Strategy and Continuous Improvement initiatives across each function of the role to include,
• Identifying annual IT Service initiatives that support business and IT Service strategy goals.
• Periodically conducting maturity assessments against the process activities and roles associated with the process activities to demonstrate areas of improvement or, conversely, areas of concern.
• Support of all audit requirements, corporate, certification or customer led

Your Key Skills:

• Degree educated in the field of computer science or management information systems or a related discipline OR 10+ Years IT Experience with at least 5 in a functional management role
• Minimum 10 Years experience of IT service delivery in a corporate environment
• Exceptional expertrise in team management in a global corporate business environment
• Strong knowledge of ITIL processes with practical experience implementing them within a large global business
• Technical background with a broad technical awareness of how IT solutions work together in a corporate environment
• High level of IT knowledge, coming from a technical background, with proven knowledge in enterprise architecture and it’s implementation in a service orientated environment
• Experience implementing and managing a large scale ITSM solution with full metrics, reporting and automation.

Compensation
DP World offers exciting and challenging roles within a growing international organization. We strive to hire and develop the right people, locally and globally; stimulating personal growth and self-development within an informal atmosphere. We offer a market competitive compensation package.

About DP World
We are the leading provider of worldwide smart end-to-end supply chain logistics, enabling the flow of trade across the globe. Our comprehensive range of products and services covers every link of the integrated supply chain – from maritime and inland terminals to marine services and industrial parks as well as technology-driven customer solutions. Both syncreon and Imperial are part of our family. 
 
We deliver these services through an interconnected global network of 295 business units in 78 countries across six continents, with a significant presence both in high-growth and mature markets. Wherever we operate, we integrate sustainability and responsible corporate citizenship into our activities, striving for a positive contribution to the economies and communities where we live and work. 

Our dedicated, diverse and professional team of more than 97,657 from 158 nationalities are committed to delivering unrivalled value to our customers and partners. We do this by focusing on mutually beneficial relationships – with governments, shippers, traders, and other stakeholders along the global supply chain – relationships built on a foundation of mutual trust and enduring partnership. 

We think ahead, anticipate change and deploy industry-leading digital technology to further broaden our vision to disrupt world trade and create the smartest, most efficient and innovative solutions, while ensuring a positive and sustainable impact on economies, societies and our planet.

DP World is committed to the principles of Equal Employment Opportunity (EEO). We strongly believe that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, race, religion or belief.
 
By submitting your resume and application information, you authorize DP World to transmit and store your information in the world-wide recruitment database, and to circulate that information as necessary for the purpose of evaluating your qualifications for this or other job vacancies.