IT Service Delivery Manager (f/m/d)

Mission

At Thinkproject, we’re modernising the built-asset industry, which means we need our business functions to be optimised for efficiency. The IT Service Delivery Manager will play a pivotal role in ensuring the operational availability, performance, and service quality of enterprise business systems, including CRM and ERP platforms.

Working alongside the Business Systems team, this role is responsible for establishing operational governance, defining support models, and building a scalable IT service delivery function to support the continued growth of Thinkproject. Whilst being the leading force for the overall IT Change Management process. 

This role combines the opportunity to design a new service capability with hands-on operational leadership in a global, multi-time-zone environment.

Main responsibilities

Leadership: 

• Recruit, onboard, and develop the required team of systems specialists to support Thinkproject’s enterprise business systems.
• Lead a team of system specialists, providing clear goals and direction in line with business and IT strategy.
• Foster a collaborative and innovative culture, ensuring all voices are heard with open communication.
• Promote innovation, challenging the status quo to effectively partner with business functions and IT colleagues, to deliver cost-conscious business outcomes. 

Service Delivery: 

• Act as the escalation point for day-to-day operational incidents, changes, and problems within the Service Delivery remit, ensuring swift and sustainable resolution within SLAs/OLAs, and leading major incident management when required.
• Lead the adoption and execution of the Change Management process across the enterprise environment, ensuring processes are followed and optimised to ensure operational availability.
• Key decision maker leading upgrades/ migrations/ releases across the enterprise systems ecosystem.
• Champion the creation and continual maintenance of core operational documentation, removing knowledge silos, bringing information to users and  IT teams at the point of need. Ensuring configuration item data is maintained to a high standard.
• Define and maintain service transition standards to ensure smooth handovers from project delivery/ or solution consultants into operations.
• Build strategic relationship with system vendors, to champion and drive operational excellence. Taking part in vendor meetings to govern the delivery of support agreements, and operational escalations.  
• Deliver consistent service reporting to identify risks and improvement opportunities, while tracking usage, capacity, performance, and cost optimisation.
• Ensure business continuity and disaster recovery plans are defined and maintained for critical enterprise applications.
• Champion the best practice and adoption of standard processes for core IT Operations utilising the ITIL framework as guidance. 

Risk & Compliance: 

• Ensure effective access control standards are set and maintained across all enterprise systems.
• Support the delivery of compliance audits, process, policy and documentation reviews to ensure security and data protection is baked in as a standard.
• Identify and mitigate risks associated with enterprise systems, including security vulnerabilities, compliance issues, and operational challenges. Manage the mitigation and treatment of risks under ownership and act as a trusted adviser, to IT colleagues and business teams. 

Innovation & Continuous Improvement: 

• Provide guidance and support to development, technical teams and end users.
• Stay up to date with emerging trends and technologies in the IT industry and continuously seek opportunities to enhance the organisation's IT capabilities and drive innovation.