About the job
As the Service Delivery Manager at Together, you will be instrumental in ensuring the smooth operation of our Tech function. Your responsibilities will include active participation in Major Incident Management and conducting Service Reviews for Tier 1 suppliers to guarantee that our Tech Department adheres to its Service Level Agreements (SLAs) with the business. You will facilitate internal customer reviews and manage communication across the business regarding operational service and stakeholder engagement. In addition, you will assist the IT Admin with invoicing, collaborate with Group Procurement on Service Relationship Management, and contribute insights to the Cyber & Operations Director for the IT budget.
Key responsibilities include:
- Supporting the GTS Service & Operations Manager with escalations related to incidents, service requests, or problems concerning the GTS trains.
- Performing ticket triage across all GTS train queues, analyzing trends, SLA breaches, and escalating issues to team and train Product Managers/Product Owners.
- Monitoring all GTS train helpdesk queues for Level 2 and Level 3 alerts.
- Collaborating closely with GTS train helpdesk queue owners to ensure effective knowledge transfer, improving first-attempt ticket allocation, and facilitating seamless service introduction to the GTS Service Desk Manager and IT Service Desk.
- Working with all trains on release management enhancements and providing feedback on any business issues or lessons learned from incidents related to releases.

