Service Delivery Manager

Job Introduction

At the heart of our upcoming strategy lies the need to drive changes within our IS department to support our transition to a new technology stack to deliver our data strategy, and to enhance the way we support new and current information systems.

Fundamental to this process is developing better ways of working to improve support of our systems, used for our fundraising, memberships management and supporter activities. This is an exciting opportunity for an experienced Service Delivery manager to design services that deliver optimum value to our customers by facilitating faster ticket turnaround, SLA’s, transparency of ticket status and self-service options.

Interview Dates: 12/07/21- 24/07/21

Role Responsibility

This is a 6-month fixed term role to come in and influence how service is delivered in a busy and bustling Information System Team.  

Working closely with our Information Systems and business teams, you will review, provide recommendations, and implement a new service desk, supporting processes and reporting to help us become more effective as an organisation.

The Ideal Candidate

You are an experienced Service Desk Delivery manager with excellent people skills, able to bring staff with you on a programme of process, systems, and cultural change. You are confident with improving service desk processes within an application support environment, simplifying complex dependencies to help the team become more effective.

You have implemented and configured service desk systems Identifying and manage risk mitigation tactics to facilitate delivery. You are confident at using ITIL and Continuous improvement frameworks for increasing the quality-of-service delivery, and are an experienced Agile project deliver frameworks.

Package Description

What we can offer you: 

• Generous annual leave starting at 25 days plus bank holidays 
• A Cash Healthcare Plan (giving you up to £1,500 towards a range of out of pocket health expenses like new glasses, dentist, chiropractor or osteopath appointments) 
• Early finish Friday and flexible working as part of our approach to activity based working
• Discounts on gym membership
• Employee assistance programme to give you support on any issues that come up in life  
• Annual season ticket loan* (on completion of your probation period and if contract is permanent or longer than 12 months)
• Very active social scene including sport teams, gardening and other activities 
• Generous pension provision, life assurance and income protection insurance
• Cycle to work scheme* (eligible for scheme if contract is permanent or longer than 12 months)

*Some benefits aren't available until you've passed your probation period and are dependent on the length of contract.

About the Company

For the 4.8 million people in the UK with diabetes, there’s no day off. So, at Diabetes UK, we’re leading the fight every day, campaigning for better care, treatment and support. We won’t stop until diabetes can do no harm.  

We are working to make sure that those affected by diabetes get the best care and support they need to live well with their condition and avoid life-changing complications.  We're leading the way by funding critical research, improving healthcare and treatment so we can reach our vision of a world where diabetes can do no harm.

Diabetes UK staff are motivated and experienced and extremely passionate about helping people affected by diabetes.  We have been fighting for people with diabetes for more than 80 years and changed millions of lives thanks to the new treatments, technology and policy changes we've been behind.

But there's more to do.  And you can be part of it.

We're a diverse bunch and as a charity we recognise and respect the value of everyone.

We’re very excited to have been placed in the top 30 best UK charities to work for, and in the top 75 best large companies in London.

We're committed to safeguarding and promoting the welfare of children, young people and adults at risk and expect all staff and volunteers to actively support this commitment.

We have a vision of a world where diabetes can do no harm.  If you’d like to be part of that, why not join us? 

To learn more about the work we do please visit our website

Diabetes UK