Job Description

Up to 60,000 depending on skills and experience.
Who are we?
GWR is the proud custodian of Brunel's railway - one of the most prestigious networks in the world and with the newest trains in the country and exciting plans to extend our services. With more than one hundred million passenger journeys each year, we carry people to over 275 stations in the South West, from Cornwall to Bristol, South Wales and London, passing through beautiful country and some of the UK's top tourist destinations.
We are transforming the way people think about train travel, empowering our team to make it a great experience for our customers. Together, we will restore the railways as a very special way to travel - relaxing, fast, efficient, friendly and fun.
What is the job?
IT is at the heart of many of the vital services that GWR provide and as our IT Service Delivery Manager you'll ensure that our IT team provide the best in class service, delivering differentiating and innovative solutions to our colleagues.
You'll be managing a team of support engineers, working collaboratively with the rest of the IT team to ensure IT services are available within a controlled process driven environment
We want our colleagues to be at the heart of what we do. Working together with the shared goal of providing the best service for our customers is what drives the culture and mindset of the IT team.
We want you to be passionate about what you do and be proud to make a positive difference to the services we deliver.
What will I be doing?
Your main responsibilities will be:

• Lead the IT Service Delivery team, ensuring all team members are appropriately trained to deliver the required technical support and customer service
• Anticipate demand trends to allow appropriate responses to be in place and impacts to be understood abd responded to.
• Monitor team effectiveness by gathering and evaluating call statistics, to ensure continuous improvement and adherence with internal performance metrics
• Establish clear and concise communications channels with the user base to ensure users are kept informed and correct expectations are set
• Identify and manage the delivery of IT services, including the creation and ownership of the IT Service Catalogue ensuring users can easily and effectively request the service that best meet their needs.
• Be the process owner for: incident management, problem management, asset management, 'Starters and Leavers' and request management. Ensure all processes are documented, maintained, and adhered to.
• Manage all software/licence volumes, including procurement from 3rd parties
• Occasional on call/out of hour's responsibilities
• Ensure IT service continuity is in place for all critical services and is tested at least annually
• Encourage Self Service adoption through end user initiatives (training, on site attendance etc) to reduce dependency on Service Delivery team for basic tasks.
• Lead the Service Delivery team to align objectives with Business Objectives / Goals - Understand the needs of business functions and prioritise accordingly
• Leverage the right tools to support effective and efficient operation of the support team, including (inter alia) service desk software, monitoring tools and knowledge base software
• Ensure IT service continuity is in place for all critical services.
• Create a culture of continuous improvements within the team, identifying opportunities to simplify, standardise and automate repetitive processes

What sort of person are you looking for?
This is a customer relationship role based on the successful delivery of services. So, in order to excel:
You'll need to be:

• A skilled Service Delivery Manager and with excellent people management skills
• An advocate for delivering best in class IT service delivery
• Excellent at successfully navigating difficult and or complex stakeholder relationships at all levels
• Outcome focused without compromising process integrity and SLA's

What do I need to have?

• ITIL certified and good working knowledge of associated processes
• A proven experience of implementing and maturing key IT Service delivery processes
• Previous experience in leading a customer focused IT Service delivery team
• Successfully worked with 3rd party suppliers
• A focus on people management, coaching and developing the team

Where is the job?
Milford House, Swindon
What are the working hours?
37 hours per week. This role involves out of hours and on call responsibilities (no more than 1 in 5). There may be some travel involved along our network.
What else do I need to know?
The more varied our workforce, the broader the expertise within our organisation. The broader our expertise, the greater our chances of innovation and success. That's why we're committed to equality of opportunity, diversity and inclusion at every level.
If you share our passion for the railway, then we would love to hear from you.
The Reward?
As well as a great team environment and comprehensive training, all GWR colleagues enjoy a range of benefits including on-going development, defined benefit pension scheme, free rail travel across the GWR network for you and your family and other travel benefits, company-sponsored health care plan, discounted shopping and gym membership and an employee assistance programme.
We all belong at GWR. This is our vision for providing an inclusive environment for all our colleagues, ensuring all candidates have an equal opportunity to access meaningful employment.
We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.
We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.
We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.
If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below. We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.
INGWR

Skills Required