PM - Application Service Delivery

My reputable client is looking for a PM to manage their high performing service delivery functions including IT Help Desk and Application Support teams

Main Responsibilities:
• Lead the application support functions across all locations.
• Manage various vendors to ensure consistent support coverage to the business across all locations.
• Owner of the Incident, Request, Change and Escalation processes, ensuring accurate reporting and pro-actively initiating service improvement activities when required.
• Work closely with the Technology Operation teams on level 1 problem management.
• Owner of the major incident process, ensuring coordination of resolving parties (internal and external), effective communication to internal stakeholders, and post incident reviews.
• Co-design internal SLAs and KPI's along with peers in IT and business representatives.
• Monitor and audit service delivery; ensuring processes are in place and followed.
• Arrange service review meetings with representatives from internal business units.
• Act as the technology owner for the Service Management Platform which used across business units.
• Work closely with the operations and facilities management team to co-ordinate office moves and change for all application landscape.
• Contribute to IT budget and resource planning on services delivery.
• Contribute to the long-term IT roadmap and strategy on business unit supports


Skills & Experience Required:
• Degree holder in Information Systems, Computer Science or related disciplines
• 5+ years' experience of managing IT Service Delivery teams within environments of 500+ users.
• Experience of managing multi-site IT or application support teams.
• Experience of remote site infrastructure and network setup.
• Experience of IT asset and licence management.
• Experience of International Service Management Platform.
• Experience of creating and managing an IT Service Catalogue.
• Able to coach and develop team members in implementing service management standards and processes.
• Builds and maintains strong stakeholder relationships.
• ITIL Certificate in Managing Across the Lifecycle or equivalent level
• Prince2 or PMP Project Management Experience