IT Service Delivery Manager / IT Manager

Job Title: IT Service Delivery Manager

Location: Cambridge

Salary: £35,000 – £45,000 dependant on experience

Job Type: Full Time, Permanent

This educational charity based in Cambridge is part of the Open School Trust. They have provided tutor supported home study courses directly to learners for over 50 years, and also publishes learning resources for colleges and training providers and delivers blended learning programmes for public and private sector organisations.

Job Purpose:

• To manage and own the day-to-day operational aspects of the organisation’s IT functions (including Infrastructure and applications), ensuring a high quality service is delivered to end users; to develop, maintain and improve effective service support and delivery relationships, processes and practices to meet the needs of the organisation and customers
• Ensure key objectives and measures are met, whilst allowing the organisation to transform and innovate
• Build relationships at all levels and be seen as the go-to person in relation to all service delivery matters.
• Devise and deliver a strategic plan and programme to enhance and replace systems to meet the needs of the business and capitalise on new technologies, whilst focusing on the end user perspective of staff, students and tutors to deliver an excellent service
• Ensure suppliers meet service levels and are on track to deliver and manage the expectations of the business

Key Responsibilities:

• Manage the overall day-to-day operations of the IT department covering applications development, planning and budgeting, IT equipment and infrastructure and user support
• Own and manage the service delivery relationship
• Identify and negotiate with key suppliers, manage relationships and manage contracts
• Manage internal development and supplier development
• Establish and ensure effective business and technology governance
• Plan and make proposals on the overall applications strategy and evolution of systems
• Translate business needs into applications transformation and detailed solutions design
• Lead and manage projects end to end, setting priorities for staff and partners at a detailed level
• Manage internal staff, both direct reports and other staff as part of project delivery
• Provide IT advice on all change projects, and maintain change control processes
• Establish, maintain and review business continuity and disaster recovery plans
• Contribute to scoping and design, and develop new e-learning courses through to delivery and evaluation.
• Responsible for data protection and IT Security within the organisation
• Responsible for the integrity, backup, update and operation of all the servers
• Responsible for ensuring all IT processes and procedures are documented
• Provide reports to management and Trustees of the organisation
• Conduct ongoing reviews of significant IT developments in the online education sector

About you:

Knowledge & Skills

• IT strategic planning and budgetary experience (essential)
• Educational technology and e-learning experience (essential)
• Process design and re-engineering experience
• Understanding of software development lifecycle
• Ability to interpret control and process requirements
• Experience in commissioning and managing software development projects
• Business analysis and solutions architecture.
• IT and business programme management experience
• Supplier negotiation and relationship management (essential)
• Experience in software development or managing development teams
• Knowledge of Teamwork project management software
• Appreciation and understanding (including limitations) of applications technologies
• Web, LAMP Stack, Cloud (AWS EC2), Google Applications, ChromeOS
• Working with open source solutions
• Demonstrable experience of working to and developing IT processes
• Experience of basic data analysis and report writing
• Management of external contractors and internal operation teams (essential)
• Solid customer service focussed approach to resolving IT issues
• Ability to critically evaluate systems and processes to find efficient ways of operating (essential)
• Management (essential)
• Excellent problem solving, troubleshooting and trend analysis skills [essential]
• Systems security, privacy and data protection

Qualifications

• Graduate in Technology-related subject and significant experience in IT development
• Professional certification ITIL/Service Management (desirable)
• or IT service provision experience and knowledge (essential)
• IT Infrastructure qualification or equivalent (essential)
• At least 3 years’ experience of similar role, including network development and infrastructure (essential)

Benefits:

• 23 days annual holiday (plus 4 days Xmas shutdown)
• Healthcare
• Group life scheme
• Employee discount on NEC courses
• Training and development opportunities

Please click on the APPLY button to send your CV and Cover Letter for this role.

Candidates with experience of: IT Service Delivery Manager, Senior Service Delivery Coordinator, IT Support Manager, IT Quality Manager, Senior IT Support Engineer, IT Operations Manager, 3rd Line Support Engineer, IT Services Manager, IT Infrastructure Manager, Technical Service Manager, IT Manager, Service Provision Manager may also be considered for this role.