The Economist

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Service Delivery Manager

Service Delivery Manager

ID 
2017-3834
Job Locations 
United Kingdom-London
Function  
Digital

More information about this job

Introduction

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The Economist Group is the leading source of analysis on international business and world affairs. We deliver our information through a range of formats, from newspapers and magazines to conferences and electronic services. What ties us together is the objectivity of our opinion, the originality of our insight, and our advocacy of economic and political freedom around the world.

Our digital solutions team provides services to The Economist Group businesses and is also responsible for the flagship products including Economist.com and The Economist digital apps.

 

A key role within digital team, responsible for the overall delivery of all operations and associated infrastructure within their assigned portfolio. The Service Manager is responsible for the quality of delivery of the operational services in their portfolio. This covers the ownership of the in-life service and guardianship of any changes introduced to their portfolio, including knowledge of cost of ownership.

The role requires a degree of flexibility and collaborative working within Technology and across the business, as well as working closely with their portfolio hosting providers (i.e. Amazon and other third parties) to deliver the quality and reliability of the end-to-end operational services. This role ensures that their assigned portfolio delivers value to its customers from its service delivery.

The successful candidate in this role should expect to be available during non-standard working hours.

 

Accountabilities

In this role you will be expected to:

  • Create and implement a technology strategy (approx. 10% of time)
    • Contribute as part of the digital team to the delivery of the overall technology service strategy
    • Work closely with the relevant business teams across the company to deliver lifecycle and capacity plans for the organisation’s production environment for their portfolio, including supportability, bandwidth, capacity and security
    • Stay abreast of industry advances to support the delivery of strategic plans and proposals to allow the company to exploit technology advances in order to drive revenue, reduce cost or reduce risk
  • Ensure high standards of support for production systems (approx. 60% of time) by being responsible for:
    • All production solutions in their portfolio, ensuring they are: operational (meet agreed tiered hosting commitments), have clear documentation, have the necessary data setup in Service Management systems (eg Service Now) and adhere to agreed standards
    • The security and compliance of the production environment of their portfolio and for audit action implementation
    • Establishing and maintaining the support levels of the service through partnership with the company and other third parties, to ensure all solutions are proactively monitored, reported on, and that support can be provided to the agreed service requirements, which can be up to 24 x 7
    • The effective and timely resolution of all production incident and problem activities across the infrastructure and application technology stack for their assigned services
    • Establishing and maintaining Disaster Recovery plans for their respective services
    • All service reporting & communications, ensuring service stakeholders are kept informed of issues and updated on progress through to resolution
    • Ensuring that critical system fixes can be developed and released quickly, efficiently and safely
    • Management of service/application level risks for their assigned services
  • Ensure efficient and effective project delivery (approx. 15% of time) by being responsible for:
    • The effective transition of projects, ensuring they meet the quality standards required for our production environment, with clear operational documentation, and appropriate update of service data
    • Working closely with release management for ensuring all changes to the production environment are operationally supportable and compatible with the existing environment and security standards
    • Environment management for certification (UAT), production and DR
    • Infrastructure provisioning for pre cert environments
  • Process management (approx. 15% of time)
    • Provide data for annual budget and operational plan for the digital team
    • Participate in a culture of continuous improvement, driving company Technology and its partners to provide efficient, high quality and cost effective solution development and service delivery. This should support an iterative and agile development methodology and a dynamic business

Actively implement best practice throughout their portfolio to ensure the quality of all deliverables

Experience, skills and professional attributes

To succeed in the role you must have:

  • Significant IT experience, with previous experience managing operations and infrastructure in a globally distributed and/or outsourced environment
  • Strong commercial understanding and focus, with experience of managing budgets
  • Experience managing 3rd party suppliers
  • Experience working at all levels within an organisation up to Senior Management level
  • Degree in IT or Business equivalent
  • Experience in successful stakeholder management
  • ITIL foundation certification

To succeed in this role you will be able to demonstrate:

  • That you are highly service focused with experience of working within a large distributed data centre operating both web and corporate solutions
  • A good Understanding of industry standards in relation to service management
  • Strong technology awareness in line with technologies in use within the various portfolios
  • Excellent influencing skills
  • The ability to manage various stakeholders and motivate different teams towards a common goal
  • That you are flexible and adaptable