Apprentice - Service Delivery Manager

Company description: At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone. Job description: Job Title: Apprentice Service Delivery Manager Location: Serco ITS, Homer Road, Solihull, B91 3LT. Working Week: 37 hours per week, Monday – Friday, 09:00 – 17:00 Salary: £15,000 to £18,500 (depending on experience plus benefits 25 days (plus bank holidays) Expected Apprenticeship Duration: 24 months minimum Training to be Provided: L3 Team Leader / Supervisor Standard L2 Functional Skills in English and Maths, as required (no college attendance required) L3 Diploma in principles of Management and Leadership Required to also complete ITEL Foundation An exciting opportunity has arisen for an Apprentice Service Delivery Manager [ASDM] to join our Team and be responsible for supporting the Service Delivery Manager [SDM] in the integration and delivery of services or service technology to Serco contracts and clients. Serco has a strong commitment to apprentices and training and as a successful Serco apprentice, you will be provided with unparalleled support throughout the duration of your programme. You will develop the skills you need for the job by working alongside your colleagues and getting hands on experience. You will be helped to build relationships with peers, allowing you to achieve your professional development objectives. About the role Customers Support the IT Service Partner & Service Delivery Manager in ensuring excellent service delivery to contracts across the Sector, working to leverage improvements from within and across other contracts to continually improve. Support managing and developing the interface with the business units to ensure new/changed services are smoothly transitioned to live service Support the SDM to ensure compliance of IT reporting on all contractual and non-contractual KPIs/SLA’s in line with the contract needs Contract-wide management of the ticket pipeline (Incident and Service Request) working with delivery teams to ensure requests are prioritised, implemented efficiently and teams are actively addressing any backlog Operational excellence Support, at an appropriate level according to Serco Best Practice, IT operational Risks and Issues escalating for action as required within ITS and the contract. The ASDM will support the SDM in the integration of services across the contract, ensuring the ITS services are delivered in line with agreements as well as supporting the relationship to contractual IT teams to ensure IT overall delivers a successful service. Support the SDM to own all major incidents working with internal and external resources to support delivery of incident reports, root cause analysis and problem resolution Monitor service documentation with the appropriate document owners to ensure it is up to date and relevant. People & Culture Work collaboratively with the IT Service Partner & Service Delivery Manager across the Sector to deliver exceptional customer service and service delivery. Acts as a Role Model for ITS staff including apprentices, demonstrating customer focus and a willingness to collaboratively deliver services across ITS and contract teams About you Minimum of 5 GCSE’s at Grade C/4 or higher (or equivalent) including Maths and English You will also need to complete an on-line initial assessment, which will help us guide you to the most appropriate programme to meet your needs. Strong communication skills and confident in dealing with people at all levels Organised multitasker and comitted team player Excellent written and spoken English Good PC skills (comfortable with MS products, including MS Excel and MS PowerPoint) Excellent planning and organisation skills. Customer focused with experience and exposure to customer needs and demands excellent stakeholder management skills, with a proven ability to develop and manage difficult complex stakeholder relationship at all levels Excellent problem-solving skills A quality focus with a strong attention to detail Ability to plan and organise resource allocation between BAU, incidents and project requirements Some experience leading a team (desirable not essential) We are looking for somebody who is of smart appearance, enthusiastic, confident, determined, reliable and hardworking and who is committed with a desire to develop and succeed. You must have a professional business attitude and able to work under pressure. You will be proactive, resourceful and efficient with a can-do attitude and committed to Serco’s Values of Trust, Care, Innovation and Pride. Things to consider: It is essential that you are able to travel daily to our Serco office in Solihull to arrive on time for work. You will be expected to travel in line with requirements of the role. This will be mainly UK based but wider on occasions. You will be required to undergo security checks, which includes a check of criminal records and will be expected to obtain and retain UK SC clearance. Please note: this vacancy may close before the closing date if sufficient application forms have been received. Future Prospects: Serco is a multi-national company that is able to offer a wide range of career and further job opportunities both within the UK and worldwide. Our people management programme encourages internal advancement and active support is given to all employees’ Continuous Professional Development. Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000. Google Chrome is the preferred browser to access Serco careers website This job was originally posted as www.milkround.com/job/89926408