Location
This role is available on a remote, hybrid, or office basis. Initially, all DBS employees' contracts are office-based at one of our two sites (Liverpool or Darlington).
Employees can apply for remote or hybrid work from day one. If approved, the arrangement will start after six months for transfers from Home Office or after completing probation for new joiners. Requests will be considered based on business needs and role requirements. Informal hybrid working arrangements are also available from day one, subject to business needs and role requirements and will be discussed further following any job offer
About the job
Job summary
Working as part of a small team of skilled IT Service Managers who manage on a day-to-day basis IT operational and IT Controls requirements. IT Service Managers work together providing cover for each other across the IT capability areas.
As an IT Service Delivery Manager, you will help to manage various IT processes, ensuring projects transition into BAU smoothly, Continual Service Improvements are tracked and delivered, whilst also being a champion for ITIL process adoption across the business.
The IT Service Delivery Manager will be responsible for supporting projects to deliver into BAU operations smoothly and Continual Service Improvement to benefit the way in which DBS ITSM operates to better support the business objectives. They will collate documentation, performance measures, and present information on current processes and performance. The role holder will work with key stakeholders and suppliers to monitor the effectiveness of improvements when introduced.
The vacancy falls within the IT Controls workspace. We are seeking a professional with proven experience in an IT Service Management role, with responsibility for service transition and/or service improvement. The ideal candidate will possess strong stakeholder management skills, with the ability to work collaboratively across technical and non‑technical teams and possess a proactive and improvement‑focused mindset. Experience in implementing ITIL across Service Transition would be advantageous.
The job holder will report directly to an IT Senior Service Manager in the Technology and Innovation Directorate.
Job description
The Job Holder will be required to work on end-to-end processes which cross the boundaries between ITSM and other DBS Operational and Digital teams, so providing a key component of the 'glue' bonding IT services together. Examples of operational tasks the role holder may undertake:
- Service Transition - Ensure service readiness prior to go‑live, including acceptance into service, handover to operations, and validation of support models.
- Continual Service Improvement – Establish and own a structured CSI approach, identifying improvement opportunities across services, processes, and supplier performance.
- Supplier Performance - Performance assurance and governance across the supplier landscape, ensuring suppliers contribute positively to service quality and operational stability.
- Liaising and building relationships with internal colleagues, suppliers and stakeholders.
- Creating and reviewing process documentation.
- Reviewing, contributing and applying governance for Service Design Documentation.
- Supporting production of Monthly Service Reporting and analysis of data.
- Undertake Service Level Agreement Analysis following Service Level Management practices.
- Governing and assuring to ensure suppliers are meeting their contractual deliverable and obligations.
- Organise and chair both internal and external meetings.
- Assisting and ensuring the governance for project delivery.
Person specification
As a member of the DBS IT Service Management Team the post holder will play an active role in the delivery of various functions as well as contributing to the overall team tasks and activities. The Job Holder should:
- Drive problem resolution through the appropriate escalation channels
- Confidently participate in white board type design and review sessions
- Confidently participate in any contractual review or service transition forums
- Have the ability to get the best out of a supplier
- Contribute to building a culture of service excellence, always putting the customer, our people, and our business at the centre of everything we undertake
- Complete ad-hoc activities as directed by line management
Essential Criteria
- Ability to manage own workload and work to tight deadlines and timescales, using own judgement to prioritise across differing situations.
- Ability to produce high quality documentation.
- Excellent organisational skills.
- Excellent analytical skills.
- Understanding of service management approaches.
- Knowledge and experience of the ITIL framework and processes.
- Significant experience of Continual Service Improvement.
- Knowledge of techniques associated with Supplier Performance Management.
- Information Technology Infrastructure Library (ITIL) Foundation Accreditation
Desirable Criteria
- Strong analysis skills and an innovative approach to problem solving with the capability to build on concepts and principles.
- Able to formulate / assist in the development of Policies and procedures.
- Can contribute to an environment that supports cooperation and cohesiveness among the work team and with other areas within IT Services.
- Developing and maintaining excellent working relationships with senior stakeholders.
- Significant experience of the delivery of professional IT Services.
- Experience across multiple IT disciplines and using multiple ITIL Processes.
- Defining performance measures and interpret complex performance data.
- Experience of ServiceNow toolset.
