Job Purpose

The ICT Service Delivery Manager is responsible for controlling and implementing a Cabling Service on a minor project scale. The IT Services Delivery Manager is responsible for liaising with the MS business unit coordinator to ensure delivery of the project within the timescales and budgets are closely monitored

It is the ICT Services Delivery Manager’s responsibility to liaise closely with their customer and promote a positive image of the company at all times.

The ICT Services Delivery Manager is responsible for ensuring that the relevant process and procedures are implemented, and adhered to, at all times.

The operational requirements for customer sites are to ensure that, the Service Delivery Manager’s team of engineers, are covering 24-hour 365 days per year basis.

The IT Services Delivery Manager is responsible for working with the Contract Manager to ensure that adequate resources are available to deliver the service expected by client.

Key Responsibilities

· Management of the KPI and SLA of the account

· Control of budget and accountable of contract’s Profit and loss

· Liaise with various IT silos to organise front line support for all minor projects & day to day operations

· Attend meetings to update IT silos of the progress of projects

· Attend meetings with IT silos to discuss up & coming day requests

· Arrange additional labour for weekend or small projects, and for all holidays and cover for sick, sign off addition labour time sheets.

· Ensure that all staff are wearing the correct uniform supplied by the service provider.

· Provide quotes for new / enhanced services as required.

· Provide detailed surveys for existing and new / enhanced services as required.

· Carry out regular staff appraisals.

· Ensure that the ICT engineers training is reviewed on a regular basis and that the training matrix is kept up to date.

· Make sure all health and safety requirements are met, and document any accidents that occur.

· Attend meetings with the Contract manager to discuss any issues, large scale extra works or additional labour requirements.

· Attend meetings with MS operations manager to discuss issues, requests & achievements.

· Make sure all health and safety requirements are met, and document any accidents that occur.

· Review / Complete Method Statements /Risk assessments when required.

· Ensure where possible that all team members are on time & wearing the correct clothing as per the contracts requirements

Key Responsibilities continued………

· Ensure that all monitoring systems and ensure that all requests are carried out to the clients designated timelines.

· Liaise with business unit front line support staff to ensure that any BU specific I.T. requirements are met and advise accordingly if delays are anticipated.

· Make sure all work is carried out to the standard expected by the client

· Ensure that stock is ordered as & when required.

· Produce the appropriate reports and present to the client on an agreed basis.

· Co-ordinate the solving of faults which may occur.

· Monitor infrastructure availability and ensure additional components /labour is available to meet the demand.

· Make sure that all Comms rooms are kept to a standard expected by the client

· Liaise with electrical department when additional power is or alterations are required

· Ensure that shift members collect all hardware prior to 5pm from the I.T store or from the relevant store room.

· Notify the shift of any urgent requirements and time prevailing survey requests and prepare labels etc.

· Create quotes and submit to the client for approval as and when necessary.

· Upload all test results associated to infrastructure installations, these may be required for client review or warranty issues.

· Review the ICT related procedures on a regular basis and update / distribute when necessary.

· Ensure that the calibrating of all ICT test equipment is calibrated within the relevant periods

· Ensure frame schedules / business systems are updated as and when changes are carried out which are driven by the KPI and SLAs

· To perform any other duties within your skill set as delegated by your Line Manager

· To ensure that all IMAC related databases are reviewed and updated, on a regular basis, with the current information.

· To be responsible for the guardianship of all data bearing assets as they go through the decommissioning process until they are destroyed/removed from site.

Accountabilities

· Directly accountable to the Account Director/Area General Manager for all HR/pay/sickness and training requirements.

· KPI and SLA

· Profit and loss of account

· The post holder has direct reporting staff.