IT Manager

**Do you want to work for a company whose purpose is to improve society by considering social outcomes, and to transform businesses, communities, and opportunities for it’s employees? Mott MacDonald is a global consultancy whose people do exactly that.**

Mott MacDonald are a global engineering, management and development consultancy focused on guiding their clients through many of the planet’s most intricate challenges.

**Reporting to the Group Head of IT, the IT Manager - Service Delivery is accountable for the following**:

- Design and maintain the IT service delivery models and Service Level Agreements (SLAs) in alignment with business requirements.
- Act as the key interface for the business to ensure business needs are understood and addressed from a service delivery perspective.
- Continual service improvement, supplier, and process reviews.
- Accountable for implementing the appropriate control processes and service reporting for IT services.
- Ensure the performance metrics are in place that track the progress of IT service maturity against business objectives.

In addition, you will be responsible for maintaining a collaborative culture and leading an environment to improve the health, wellbeing, and engagement of the IT functions employees through visible leadership and effective people management.

We are an equal opportunity employer and value diversity at our company. We do not discriminate and take positive steps to create an inclusive culture.

**Key Responsibilities**
- Build strong, collaborative relationships with the regional business stakeholders and our strategic suppliers.
- Manage and develop the maturity of our service delivery activities aligned to the Service desk Institute.
- Provide a clear point of contact for business stakeholders and act as an escalation point for IT service delivery issues.
- Track business satisfaction with IT services and identify areas to improve.
- Understand the strategies and plans of the different business areas to inform IT service improvements.
- Manage the BMS content that defines our processes and report against adherence.
- Undertake periodic IT review meetings with the regional business stakeholders to determine satisfaction levels, provide updates, and reports on the key areas of IT.
- Manage and communicate the status of the IT budget providing insights for service optimization and efficiency activities.
- Plan and oversee IT audit activities to ensure the IT function standards are being maintained.
- Agree key service metrics with business stakeholders and report on service levels.

We are looking for a team player and effective communicator, confident in their capability, whilst able to recognise areas for development. They must also be able to think creatively and should always seek new and more efficient ways to improve the function and associated processes.

They will have well-developed interpersonal and influencing skills and an ability to build collaborative relationships and manage a variety of stakeholders, each with differing requirements and challenges. It’s important that they can inspire trust and confidence and establish credibility through effective partnership skills by consistently delivering against commitments.

They should have a natural ability in developing others, nurturing best practice, and be able to demonstrate that they can see the bigger strategic picture with resilience to navigate evolving requirements.

**Knowledge and Experience Essential**:

- Excellent understanding of information technology, service management.
Communicates confidently and assertively with a variety of audiences; negotiates effectively; and appropriately manages conflict.
- Uses initiative to identify and solve problems proactively, uses good judgement to refer issues upwards as necessary, and identifies and manages risk effectively.
- Is respectful and polite towards others, builds productive working relationships; works collaboratively across functional boundaries towards common goals.
- Remains effective and positive even when under pressure.
- Identifies opportunities for continuous improvement, shows commitment to own professional development, and demonstrates enthusiasm to learn new skills.

**Desirable**:

- A recognised relevant professional qualification.
- Experience of working in a complex matrix environment.
- Experience of managing a Service Delivery capability.
- Experience of implementing the ITIL framework.
- Experience of the SDI framework

**Key Performance Indicators**
- Business feedback
- SLA attainment
- Continual service improvement metrics
- Evidenced adherence to standards and processes
- Demonstrate value of IT services to business KPI’s

If you meet 80% or more of what we’re looking for, please still apply. We understand not everyone will meet all the requirements, but you might have skills we didn’t know we need.

**Job Profile**

**About the business unit**
Mott MacDonald’s support services are t