- Maintain high performing service support functions including and IT Service Desk, Desktop support and VIP support - As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review - As owner of the escalation process the Service Delivery 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 minimized and agreed - Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is 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 - 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, target setting and performance assessment - 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