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IT Service Delivery Manager

Reference number: A4290120

Location: Bedfordshire


Do you have a passion for Service Management? Do you have at least 3 years experience of managing a Service Desk within an IT environment? Can you couple this with a passion to do more for Nature and the environment we live in? If yes, we would love to hear from you.

Reporting into the Head of Technology Services, this role will lead a team of Service Desk Analysts that are responsible for delivering front line support and customer service that underpin the RSPB's use of platforms, applications and hardware.

The team will also play a vital role in the prioritisation of the Technology Portfolio's Centre of Digital Excellence by being the voice of the user; blending first-hand experience, data from our service desk systems and providing insight that will shape our workforce's experience of technology.

This role will lead the direction of the technology customer service software, processes, quality metrics, compliance and knowledge base and act as a key interface between the Digital Technology Team and the wider organisation. The role holder will work closely with the Head of Technology Operations to influence the direction of change and run projects based on user demand to ensure operational resources are available and equipped to maximise the organisations full potential use of our systems.

In conjunction with the Head of Technology Operations, you will play a leading role in contributing to the workforce experience strategy and in determining our technology usage policies to safeguard the security and compliance of our network, hardware and technology stacks, to protect the RSPB against legal and reputational risk.

You will be accountable for the initial response to problems and incidents giving early and relevant information to second and third line support teams to ensure they're resolved appropriately, and users receive an excellent level of service with clear communication.

What Experience are we looking for?

• Managing a technical customer service support function within ITIL or an equivalent industry standard framework including the embedding of performance metrics and KPI's putting the Customer first and the ability to manage competing priorities
• Strong Leadership and people management skills, able to develop team members for high performance, and build a positive culture
• Experience of managing incidents and being able to logically assess issues and risks and prioritise required outcomes, briefing teams and individuals as needed.
• Ability to translate RSPB's corporate strategy into meaningful and motivating team work plans, providing direction, energy and capability to staff to deliver Team's contribution to RSPB strategy
• Ability to demonstrate leadership by working collaboratively to drive continuous improvement roadmaps that enhance our workforce technology, conducting individual research and generating innovative ideas by building upon and improving existing approaches.
• Ability to see the big picture, influence strategy development and translate this into valuable operational practices.
• Excellent written and verbal communication skills to present ideas, influence decisions and represent the department to stakeholders across all levels both technical and non technical.
• Proven ability to take ownership of problems and proactively resolve technical issues, ensuring that solutions provided continue to meet business requirements and a willingness to take full accountability for actions taken and decisions made.


Salary starting at

£34,643 to £37,530 per annum.

Hours & contract information

Hours: Full time
Contract: Permanent

Closing date: 31 January 2020
Interview date: 11 February 2020, 12 February 2020

How to apply

Our role profile describes the key result areas and skills and experience needed for the role. Please make sure you include reference number A4290120 on your application.

Role Profile (Word 106Kb, requires Microsoft Word)

Application details (Word 33Kb, requires Microsoft Word)

This role is covered by the Rehabilitation of Offenders Act. You will be asked to declare unspent convictions and cautions at offer of employment stage.

Who to contact

For questions about this post
Melissa Werry
melissa.werry@rspb.org.uk
01767 693510

Send application details to
Melissa Werry
melissa.werry@rspb.org.uk
RSPB UKHQ - The Lodge Potton Road Sandy Bedfordshire SG19 2DL
01767 693510