Senior Service Delivery Manager

Full Time Job
Major incident management and executive/business communications during major incidents
• Implement a process and end-to-end operating model for 24/7/365 management and stakeholder communications during major incidents.

Working within a team of other Service Delivery Managers to deliver a 24/7/365 service management function within Deluxe, the Service Delivery Manager is responsible for ongoing delivery of the following functions within Deluxe:

Major incident management and executive/business communications during major incidents
• Implement a process and end-to-end operating model for 24/7/365 management and stakeholder communications during major incidents.
• Ensure the major incident process is always effective and adhered to on a 24/7/365 basis by all relevant teams.

Problem management
• To ensure ongoing improvements to availability of Deluxe services, manage problem management within Deluxe to ensure that ''problems'' are routinely identified, tracked, managed and resolved within all global teams within Deluxe.

Change management
• Increase the speed and reliability of change within Deluxe whilst ensuring incidents caused by change are minimized by continuously evaluating potential risk and historical success. Put in place tools and processes to effectively communicate and manage change globally.
• Own the change management process and policy for Deluxe IT teams.

Event management
• Protect normal business operations on an ongoing basis by introducing and managing event management as a process and culture within Deluxe.
• Ensure adequate systems and monitoring is in place to detect, classify and escalate exceptions, high impact or high-risk conditions to the business on a 24/7/365 basis.

SLA's, KPI's, trend analysis and reporting
• Identify and define SLAs and KPIs within the IT organisation. Then work with Business Information teams to implement recording, tracking and reporting of SLA and KPI performance with IT.
• Ensure accurate fault data is captured within the service support processes globally to carry out in-depth trend analysis on the performance of Deluxe IT services, technology, and teams. This will allow Deluxe to make data driven decisions in order determine areas of improvement within technology and process on a centralised/global scale.
• Work to deliver consolidated Service Management and Performance Reporting globally.
• Report weekly and monthly on NOC/Deluxe Service Availability performance to all relevant business units globally.

Corrective action reporting and tracking
• Manage the Corrective Action Report process to ensure reports are compiled for all qualifying major incidents.
• Ensure reports are completed to the correct level of quality and within agreed business timelines.
• Track ad ensure all corrective actions are completed in a timely manner by IT teams globally to ensure we avoid recurrence of major incidents.

Continuous service improvements initiatives
• Identify continuous service improvements within IT and track these through to completion within a continuous service improvement register.

Supporting the NOC management by identifying opportunities for increasing the first-contact fix rate of NOC functions
• Analyse all incident or help tickets not resolved by the NOC teams to identify tasks that could be completed by NOC resources, with adequate training and knowledge sharing by relevant teams, in order to reduce the duration of incidents/help tickets and improve first-contact fix rates within the NOC.
• Major incident management and executive/business communications during major incidents
• Problem management
• Change management
• Event management
• SLA's, KPIs, trend analysis and reporting
• Corrective action reporting and tracking
• Continuous service improvements initiatives
• Supporting the NOC management by identifying opportunities for increasing the first-contact fix rate of NOC functions

As the Service Delivery Manager, you will ensure IT Service Management processes are designed, planned, implemented and improved in line with current business needs. You will engage, coordinate and support Deluxe IT functions globally to ensure the consistent deployment of processes, tools, and technology essential for effective service delivery and development.

You will unify Major Incident, Change, Event, Service Level and Problem management across all Corporate and Production IT teams globally.

You will have a focus on SLA, including up time, responsiveness and availability, and will, using a service management framework, operate a regime of continuous improvement across both processes and technology.