Farringdon, Greater London (Hybrid)
£45,000 - 50,000
Permanent, Full-time
Job description

The job of a Save the Children UK's Service Delivery Manager is varied and busy.

  • Do you have excellent knowledge of IT methodologies, software, operating systems, cloud services and standards?
  • Do you have strong full cycle IT project management experience?
  • Are you motivated by our vision of creating a world where every child doesn't just survive but thrives and can go on to change the world – and of inspiring and leading others to do the same?

If the answers to these questions are yes, we would love to hear from you!

Note:

To avoid disappointment, you are advised to submit your application as soon as possible as we reserve the right to close the vacancy early if a high volume of applications are received. This is to ensure that we can manage application levels whilst maintaining a positive candidate experience. Unfortunately once a  vacancy has closed, we are unable to consider further applications.

About Us

Save the Children UK believes every child deserves a future. In the UK and around the world, we work every day to give children a healthy start in life, the opportunity to learn and protection from harm. When crisis strikes, and children are most vulnerable, we are always among the first to respond and the last to leave. We ensure children's unique needs are met and their voices are heard. We deliver lasting results for millions of children, including those hardest to reach.

Job Purpose

Reporting directly to the Director of Technology Operations, you will be responsible for providing our users with  an available, accessible and high-quality portfolio of IT services.

As part of the Technical Operations Senior Leadership Team (SLT), you will report into the Director of Technology Operations and will manage the Service Desk Manager, IT Trainer and User Support Assistant. You will also work closely with the Technical Operations, Development, Data and Project teams.

This role is responsible for managing our service management processes, including Incident, Request, Change, SLAs, Stakeholder and Project Management, as needed.  

Other key duties include budget control, asset and license management, supplier management, IT Training and continual review and improvement

This is a customer facing role, ensuring a continued high level of service is provided to all our users. This requires strong communications skills to enable the incumbent to liaise with business, technical and external teams. 

As a rights-based organisation, we are committed to anti-racism and actively opposed systemic oppression of any form. You will support our commitment to celebrate diversity, challenge inequality, and build an inclusive environment for every one of our employees so we can better represent the children we protect.

Main Accountabilities

The Service Delivery Manager's key duties will be to:

  • Provide overall management of the Service Delivery function, owning our Service Management procedures across Technology.
  • Identify opportunities and synergies in growing the Service Desk function with a focus on centralised and shared services
  • Take ownership of major P1 and P2 incidents, co-ordinating and communicating with technical teams and key stakeholders.
  • Manage relationships with key Save the Children UK support services teams and functions, including hosted or supported entities and for services provided through Save the Children International.
  • Take responsibility for the Service Management tool, including future development on process improvement, reporting and accessibility.
  • Take responsibility for the both identifying and delivering of small-mid size operational projects, which could either resolve a problem or provide a new opportunity and improve user experience.
  • Take responsibility for budget control, including managing and tracking procurement processes end to end, from initial quote, supplier selection, purchase and receipt of goods and services.
  • Financial management, including monitoring of variable consumption costs, such as printing, telephony and cloud compute, following up with customers where costs are outside tolerance.
  • Ensure all invoices are paid, cross-charged or accrued, managing our annual renewals, monthly and quarterly charges.
  • Regular supply chain process reviews, ensuring that procurement guidelines are followed and the best value is returned, running tender processes with Procurement on larger contracts.
  • Take responsibility for auditing, reviewing and renewing licenses, looking for more cost effective or value-add options ahead of renewal and maintaining a renewal calendar for licenses and contracts.
  • Take responsibility for our asset strategy, including laptops, printing and meeting room setup, working closely with facilities, regional offices and accessibility teams.
  • As part of continual improvement, run regular customer satisfaction surveys and review feedback, making recommendations for Service Improvement Plans and ensure actions are followed through to completion.
  • Supplier management to include regular service reviews with key third parties and Save the Children Alliance where appropriate, to review service levels, service interruptions, costs and opportunities.
  • Onboard new services – ensuring that support teams and end users have the right comms training, access and support.
  • Accountable for IT training, ensuring new starters are inducted to our services and looking for opportunities to raise overall IT literacy and understanding across the organisation and Save the Children Alliance.

Person Profile

You will have knowledge and experience in all of the areas below:

  • Excellent knowledge of IT methodologies, software, operating systems, cloud services and standards
  • Maintaining accurate records in a complex environment, including software licensing and asset management
  • Project managing - identifying and delivering small to mid-size work, including working with stakeholders and delivery teams
  • Well versed in continuous improvement practices, from conception to implementation
  • Managing budgets and financial processes, including running tenders for new and renewal of services
  • Negotiating skills to obtain best prices/quality from suppliers

You will have abilities in all of the areas below:

  • Good organizational and quantitative skills with the ability to plan, estimate, manage and report progress
  • Evaluate, recommend and implement timely, essential improvements to existing processes and procedures
  • Work in a team, in a fast-paced environment
  • Strong attention to detail, astute diagnostic skills
  • Solve issues with clear methods while knowing when to take intuitive leaps
  • Strategic and forward planning thought process
  • Guide technical discussions with both technical and non-technical audiences

Aptitude

  • A demonstrable commitment to the principles of diversity and inclusion and their practical application and integration in the work environment
  • A commitment to Save the Children UK's aims and core values of accountability, ambition, collaboration, creativity, and integrity

Save the Children UK is committed to diversity and equality of opportunity in all aspects of our work both external and internal. We strive to be an inclusive employer and particularly encourage applications from under-represented groups such as returning parents or carers who are re-entering work after a career break, people who are LGBT+, from Black, Asian and Minority Ethnic backgrounds, with a disability, impairment, learning difference or long-term condition, with caring responsibilities, from different nations and regions, and from less advantaged socioeconomic backgrounds.

Remote Working:

The majority of SCUK employees are currently working remotely within the UK in line with UK Government guidance. Commencing July 2021 we will transition to flexible and hybrid ways of working (i.e. a mixture of remote/home and office-based working) as social distancing restrictions ease.

We are happy to discuss flexible working options at interview.

Commitment to Diversity & Inclusion: 

Save the Children UK is committed to diversity and equality of opportunity in all aspects of our work both external and internal. We strive to be an inclusive employer and particularly encourage applications from under-represented groups such as returning parents or carers who are re-entering work after a career break, people who are LGBT+, from Black, Asian and Minority Ethnic backgrounds, with a disability, impairment, learning difference or long-term condition, with caring responsibilities, from different nations and regions, and from less advantaged socioeconomic backgrounds. 

More about Save the Children

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Refreshed on: 29 June 2022
Closing date: 22 July 2022 at 23:59
Tags: Management, Operations