• Service Delivery Manager

    Job Locations United Kingdom-Birmingham
    ID
    2019-5342
    Function
    Information Technology
  • Introduction

     

    The Economist Group logo

    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.

    We are currently looking for an experienced Service Delivery Manager to join us. This is a key role within our technology team, responsible for the quality of delivery of the operational services in their portfolio.

     

    Success in the role requires a degree of flexibility and strong collaboration within technology and across the Economist business, as well as with third party service providers. The objective of the role is to deliver a suite of truly excellent, highly reliable, well-managed well-supported, secure, end-to-end operational services.

     

    Accountabilities

    How you will contribute:

    • Create and implement a technology strategy 
    • 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 and overall service quality for the production services in your portfolio
    • Monitor and drive the effective resolution of all production incident and problem activities, in line with business criticality
    • Ensure that all teams continue to learn from mistakes and evolve service quality throughout the lifecycle of production services
    • Proactively contributing to deliver the effective transition of new and evolving services, ensuring they meet agreed service quality attributes and service management standards.
    • Provide data as required to support operational planning
    • Actively implement best practice throughout their portfolio to ensure the quality of all deliverables

    Experience, skills and professional attributes

    Ideal Skills for this role:

    • Proven ability to create and manage a first class technology monitoring and support structure
    • Excellent understanding of technology in the Digital Media sector
    • Experience of managing and procuring 3rd party suppliers and associated budgets
    • Experience working at all levels within an organisation up to Senior Management
    • ITIL Foundation certificate and experience in a Service Delivery or Service Management role
    • Significant experience of agile and related non-waterfall project methodologies
    • Excellent all round commercial understanding with a clear focus on customer experience
    • Highly service focused, with clear understanding of industry standards in relation to service management
    • A good understanding the product life-cycle, roles, responsibilities and processes used to deliver software in an agile environment
    • Excellent influencing skills
    • The ability to manage various stakeholders and motivate different teams toward a common goal
    • That you are flexible and adaptable

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

     

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