What you will do:

• The individual will be responsible for the management of relationships with both the internal CMSS business and representing Capita IT to the external client, including regular formal internal and external governance.
• A key deliverable is the overall management and ownership of escalated IT incidents, problems and changes via the established IPC processes.
• The Service Delivery Manager will be responsible for management and development of IT Service Level Agreements to meet the requirements of the business with both internal Capita providers and external suppliers.
• Account reporting on a monthly cycle to both the internal business, meeting the specific reporting requirements of the account and as required to the SS division.
• The Service Delivery Manager is expected to participate in IT Business Planning cycle for the account, although ultimate the responsibility rests with the account IT Director and financial approval rests with the Finance Director, actively seeking both cost and risk reduction.
• The Service Delivery Manager is a key stakeholder in the Operational Acceptance process for new and changed services and expected to ensure OA compliance.
• The Service Delivery Manager will be jointly responsible, alongside the Director and Information Security Manager, for overall compliance of the IT Infrastructure and Systems for the account ensuring that any IT based Risks are raised and documented through the agreed divisional process, any security incidents are appropriately handled via the agreed process and systems patching, vulnerability testing and remediation are managed within the agreed parameters.   
• The management of the third-party IT providers internal to Capita and external including Service Reviews, Service Improvement, Compliance and the cost of their services.
• Active participation in development of the ongoing IT strategy for the account and when necessary presenting the strategy to both internal and external stakeholders.

Your experience will include:

• Proven understanding of the account business, clients, processes, criticality of the services provided by Capita and the dependent IT systems.
• A broad understanding of essential principles and concepts in both IT infrastructure and software.
• Proven experience in incident management and problem solving and the impact on the business.
• Minimum of ITIL awareness, preferably ITIL V4 foundation qualification.
• Experience of industry standard IT service management tools (Remedy currently preferred)
• Ownership and flexibility, the individual must be prepared to take ownership of issues and available as necessary. While the core hours are 9am to 5pm Monday to Friday, flexibility is extremely important. If a serious incident occurs the individual is expected to manage it to a conclusion.
• Business planning experience.

About Capita Regulated Services

At Regulated Services, we’re transforming the world of life and pensions, and mortgage services. We’re delivering responsible and sustainable services, helping our clients to respond to changing market factors and adapt to the needs of their customers both now and in the future. Our teams work with clients across the UK and Worldwide, offering a range of services from end-to-end administration, digital technology and business support to lending, account and arrears management. Join us and discover better as you shape the future of regulated services. 

 What’s in it for you?

• A competitive basic salary.
• This role will require you to work over the contracted hours regularly, the amount will vary, however you will be compensated for overtime and out of hours work financially and with time off in lieu.
• 23 days holiday (rising to 27) with the opportunity to buy extra leave 
• The opportunity to take a paid day out of the office, volunteering for our charity partners or a cause of your choice
• Company matched pension, life assurance, a cycle2work scheme, 15 weeks’ fully paid maternity, adoption and shared parental leave, paternity pay of two weeks…and plenty more  
• Voluntary benefits designed to suit your lifestyle – from discounts on retail and socialising, to health & wellbeing, travel and technology.
• Access to our Employee Network Groups, which represent every strand of diversity and allow colleagues to connect and learn from each other on an open, inclusive platform

You’ll get the chance to follow your chosen career path anywhere in Capita. You’ll be joining a network of 63,000 experienced, innovative and dedicated individuals across multiple disciplines and sectors. There are countless opportunities to learn new skills and develop in your career, and we’ll provide the support you need to do just that. Our purpose is to create a better outcome for you.  

What we hope you will do next

Choose ‘Apply now’ to fill out our short application, so that we can find out more about you. 

We’re an equal opportunity employer, which means we’ll consider all suitably qualified applicants regardless of gender identity or expression, ethnic origin, nationality, religion or beliefs, age, sexual orientation, disability status or any other protected characteristic. We recruit and develop our people based on merit and their passion for creating better outcomes, and we’re committed to creating an inclusive environment for all employees. 

All interviews, assessments and background checks will continue to take place online, to completely remove the need for face-to-face contact. All Capita colleagues who can work from home should do so; and where it is not possible for colleagues to work remotely, we have taken important steps to protect those working from Capita’s offices. Social distancing, enhanced hygiene and safety measures are already in place at all Capita locations that are open to protect our colleagues and manage the risk of COVID-19. The welfare of our people is of paramount importance to us, and we’re doing everything we can to keep our colleagues and customers safe during this time.