Overview

The Technology Team is undergoing a transformation.

The Technology function serves over 700 staff in the National Church Institutions (NCIs) and co-located bodies and aims to adopt common solutions where practical. Technology provides a broad range of customer focused IT services such as technical architecture and support, networks, change management, business analysis, project management, systems administration and applications hosting requiring a range of sophisticated and innovative skills.

Technology executes a mixture of on-premise, Cloud and 3rd party sourced Technology services, within a hybrid/modern infrastructure that utilises some of the latest technologies.

Post Introduction

As IT Service Delivery Manager, you will be responsible for leading a team of analysts to deliver excellent service to our colleagues, supporting the NCIs with a structured approach to technical support.

Reporting to the Deputy Director of Technology, you will provide input into the Technology strategy and use continual service improvement to enhance user experience and satisfaction with the Service Desk.

By implementing effective monitoring and mitigations to avoid outages, you will be able to provide performance reports to senior management and the delivery and provision of technical support across a broad range of applications and technologies.

Acting as the liaison for end user support with third party vendors, you will also participate in the National Church Institutions’ (NCIs) disaster recovery plans and the provision of effective cyber security solutions.

To be successful you will need demonstrable experience of common Technology and Security standards and a high level of technical knowledge to address a range of issues and provide consultancy to the Technology team and other colleagues.

With the ability to manage productive working relationships with 3rd party IT service providers and NCIs colleagues, you will continually define and implement ways to increase user satisfaction.

In return we offer a unique environment with opportunities for continuous learning, generous annual leave for work life balance, season ticket loans and a range of benefits including discounted entry to attractions and what we feel is a market leading package when it comes to our pension scheme.

Role Responsibility

The Role

• Develop and lead the Service Desk support strategy and operate as an intelligent advocate for business areas to deliver their objectives and outcomes
• Manage the service desk function, its’ day to day technical operations, operational level agreements (OLAs) and oversight of 3rd party contracts across NCIs that relate to technology Service Delivery. ensuring a high level of service to users and that service reviews are conducted in conjunction with the relevant Business Partner
• Lead on incident, problem and service requests.
• Provide advice and guidance for technical options that meet user requirements efficiently, and/or with greater reusability
• Responsible for managing, implementing and delivering the desktop, applications and infrastructure support to users, undertaking and maintaining some monthly maintenance tasks i.e. owning and publishing the forward schedule of change
• Ensuring security incidents, issues and risks are raised, assigned accordingly, monitored, managed and resolved in a timely fashion in conjunction with the Information Security Officer.
• Responsible for ensuring the Disaster Recovery Plan is active and updated accordingly.
• Lead monitoring to ensure infrastructure performance are achieving targets
• Monitor the flow and progress of reported service desk incidents, ensuring all are resolved satisfactorily, within key target times and with minimal disruption to users.
• Provide monthly performance reports highlighting exceptions, risks, concerns and mitigation plans and the performance of the Service Desk against the OLAs
• Own, manage, publish and maintain an up to date Technology service catalogue listing specifications on approved services and products offered by the service desk so users can easily locate the information for the services we provide
• Lead activities to optimise use of the Service Desk to streamline incident and service request handling and provide an interactive self-service portal for users to engage efficiently and collaboratively on their incidents and requests
• Establish and manage communication channels among departments, work with Business Partners to understand and prepare for NCIs change plans
• Collaborate to develop, manage and report on the Service Improvement plan

The Ideal Candidate

The Requirements

Essential

Skills/Aptitudes:

• Strong customer service skills
• Have extensive experience of managing Service Delivery Operation
• To have a systematic, disciplined and analytical approach to problem solving with good attention to detail
• Line management experience with the ability to work on own initiative and collaboratively as part of a team
• Good technical understanding of common typical systems (servers, networks, databases)
• ITIL V3 (minimum) qualified
• Strong people management experience especially in complex IT organisations
• Process driven and policy driven
• Senior stakeholder management
• Excellent written and communication skills able to present to senior management audience
• Strong OLA and supplier SLA management experience
• Uses initiative to lead on operational excellence
• Good change and technical project management skills
• Strong ability to motivate and support staff
• Ability to prioritise workload and work under pressure and to deadlines

Knowledge/Experience:

• Contributing to departmental Strategy
• Demonstrable experience of common Technology and Security standards
• High level of technical knowledge to address a range of issues and provide consultancy to the Technology team and other colleagues
• Leading a small technical team to deliver a high level of customer service within budget and performance targets
• Managing productive working relationships with 3rd party IT service providers and NCIs colleagues
• Leading IT service desks that support desktops, applications, software, hardware, printers’ profiles, permissions, local and wide area network connections
• Demonstrable knowledge of Microsoft Office products, end user hardware (i.e Desktops, Laptops etc.), and Microsoft O365 Administration and support.
• Enterprise desktop imaging and deployment - SCCM is desirable

Education:

• Educated to A-level standard or equivalent
• Substantial experience of working in a Service Delivery role 
• Experience working within a complex distributed environment

Personal Attributes:

• Continually defines and implements ways to increase user satisfaction
• Able to lead by example, engender trust and demonstrate gravitas and credibility
• A sense of urgency and commitment to timely completion of work, attention to detail, quality and confidentiality
• Champions change and can effectively manage the implementation of new ideas
• Committed to continuing professional development keeping up to date technical knowledge

Desirable

Education/experience:

• ITIL Manager’s certificate
• Microsoft Certified Technology Specialist
• Third Sector experience would be advantageous

Circumstances:

The role is based in Westminster and requires working at Lambeth Palace or Bermondsey and occasional travel to Supported Housing locations across the Country

About Us

We in the National Church Institutions support the mission and ministries of the Church all over England. We work with parishes, dioceses (regional offices), schools, other ministries and our partners at a national and international level.

Excellence, Respect, Integrity

We follow these three values in everything we do, whether we are of Christian faith, another faith or no faith. To learn more about working for National Church Institutions and our benefits, please click here

As we are a member of the Armed Forces Covenant, we welcome all applications from those you have served in our Armed Forces and their families

We are committed to building a culturally diverse workforce. As part of this commitment, we welcome applications from people, regardless of their background. As a Disability Confident committed employer, it is important to note that there may be occasions where it is not practical or appropriate to interview all disabled applicants who meet the minimum criteria* due to high volume. We limit the amount of interviews conducted to five applicants per open post we advertise. 

*Where applicable depending on post requirements.

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