Hybrid – 2 days per week in Central Reading
The IT Service Delivery SME (Enterprise) plays a senior role within MBNL’s IT & Digital Enablement function, responsible for ensuring enterprise IT services deliver consistently strong performance and value. Working across MBNL, shareholders and strategic Managed Service Partners, the role provides service management expertise across the OSS environment, driving supplier performance, service improvement and the evolution of enterprise services to meet changing business needs.
Why this role matters;
Reliable, secure and effective enterprise IT services are critical to MBNL’s ability to operate and deliver Infrastructure Management Services. This role ensures outsourced services perform against contractual commitments, service levels continually improve and new or evolving services transition successfully into live operation. This is a hybrid role with a minimum of 2 days per week in our Central Reading office.
What you’ll be here to do;
- Own and drive enterprise IT service performance across strategic Managed Service Partners
- Hold suppliers accountable for contractual obligations, SLAs and service quality
- Develop service performance, customer experience and continuous improvement frameworks
- Build strong relationships across MBNL, shareholders and supplier stakeholders
- Lead Service Improvement Plans, resolving performance issues and managing service risks
- Ensure enterprise services align with MBNL’s IT strategy, security policies and business priorities
- Lead the end-to-end introduction and transition of new or changed enterprise services into live operation
- Support enterprise IT roadmaps, Annual Operating Plans and longer-term service evolution
- Work with Commercial teams to optimise contracts, governance and supplier performance
- Review and evolve SLAs, governance arrangements and service management processes
- Provide senior-level insight and resolution for complex, business-critical service issues
- Identify opportunities for greater efficiency, value and continuous improvement across enterprise IT
Who we’re looking for;
- Significant IT service management experience within complex enterprise environments
- Proven experience managing outsourced IT partners and strategic suppliers
- Strong understanding of ITIL service management principles and practices
- Experience managing SLAs, service performance, governance and continuous improvement
- Strong technical understanding combined with commercial awareness
- Experience managing service transition and the introduction of new or changed services
- Excellent stakeholder management, communication and influencing skills
- Strong problem-solving capability across complex, multi-functional environments
- Ability to challenge suppliers constructively and drive measurable service improvements
If you also have the following, we’d especially like to hear from you;
- ITIL Practitioner, Manager or other advanced service management qualifications
- Degree-level education or equivalent professional experience
- OSS or network management tools experience within mobile telecommunications
- Experience supporting complex outsourcing or managed service environments
- Experience leading large-scale service improvement or technology programmes
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