Job Description
PlanNet21 Communications Service Delivery Lead, Network Engineering The Service Delivery Lead will be responsible for overseeing and ensuring the effective delivery of Network services through managing and coordinating third-party vendors. This role will involve maintaining strong relationships with service providers, ensuring service level agreements (SLA's) are met, and driving continuous improvement in service delivery. The ideal candidate will have a proven track record in Network Engineering service management, vendor management and a deep understanding of ITIL principles. This position will report to the Engineering Manager and oversee a small team of dedicated Engineers. The role is based on site in our Head Office in Citywest as this is will be a new team, though Hybrid may be possible after 6 months. Job Responsibilities Service Delivery Management: Oversee the delivery of IT services to meet business requirements and SLAs. Monitor and report on service performance, identifying and addressing areas for improvement. Implement best practices and processes to ensure consistent service delivery. Vendor Management: Establish and maintain strong relationships with third-party service providers. Negotiate contracts and service level agreements (SLAs) with vendors. Monitor vendor performance, conducting regular reviews and assessments. Address and resolve issues or escalations related to third-party services. Stakeholder Management: Act as the primary point of contact between the business and IT service providers. Communicate effectively with internal stakeholders to ensure alignment and understanding of service delivery. Facilitate meetings and reviews with stakeholders to discuss service performance and improvements. Process Improvement: Identify opportunities for improving service delivery processes and efficiency. Lead initiatives to implement changes and improvements in collaboration with vendors and internal teams. Ensure compliance with ITIL and other relevant frameworks and standards. Financial Management: Manage budgets and costs related to IT service delivery and third-party services. Monitor and control expenditures, ensuring value for money from service providers. Risk Management: Identify and mitigate risks associated with third-party service delivery. Ensure compliance with security policies and regulatory requirements. This job specification outlines the core responsibilities, qualifications, and expectations for the Senior IT Service Delivery Lead role, emphasizing the management of third-party vendors to ensure optimal service delivery. Education Bachelors degree in Information Technology, Business Administration, or related field. ITIL certification (v3 or v4) or other relevant certifications. Experiences Proven experience (7+ years) in IT service delivery management, with a significant focus on customer management and Helpdesk based Service. Experience in vendor relationship management. Team Leadership in a Technical environment Competencies Experience in managing large-scale Network Engineering projects and services. Knowledge of cloud and VOIP services and outsourcing models. Familiarity with Agile and DevOps methodologies. Advanced understanding of IT infrastructure Strong leadership and team management skills. Proactive and results-oriented mindset. Ability to create, present and implement a Project Plan. High level of integrity and professionalism. Ability to work under pressure and meet deadlines. Strong organizational and multitasking abilities. Excellent communication, negotiation, and stakeholder management skills. Strong analytical and problem-solving abilities. Ability to work effectively in a fast-paced, dynamic environment. Skills: IT Infrastructure Vendor Management ITIL IT Services PlanNet21 Communications is an Equal Opportunities Employer Skills: Service Delivery Project Management ITIL Customer Relationship Management Benefits: 25 days holidays Pension Group Life Assurance Performance Bonus