Department Data Services
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IT & Service Delivery Manager (Full Time)

Data Services Department



Closing date : August 21, 2020

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Becoming part of the People’s Postcode Lottery team!

This is a fantastic opportunity to join a forward-thinking, dynamic organisation where we understand that people are our greatest asset. Perhaps that’s why our team voted us one of the Sunday Times Top 100 medium sized companies to work for in 2019! Our core values are fun, sharing, courageous and sustainable which are reflected in everything we do.  

We recognise and reward hard work and performance, offering a variety of benefits and career progression opportunities. This includes a generous pension and private healthcare scheme, an above average holiday allowance, discounted gym membership and fresh fruit in the office! We encourage you to spend two days each year volunteering with our charity partners and we are committed to investing 4% of salaries into training each year.  

What do we do?

As one of the world’s top fundraising private charity donors, giving back to good causes is our mission. We manage multiple society lotteries promoted by different charities supporting a wide range of causes. Since 2005, our players have raised more than £600 million for over 8,500 charities and good causes across Great Britain and internationally.

Role Summary

We are looking for an IT & Service Delivery Manager to drive and deliver numerous highly technical, high profile and high impact projects, alongside a general push for higher ITSM maturity and IT security.

The role will be responsible for ensuring a high level of best practice, aligning ISO 27001, 27017, PCI, GDPR and ITIL best practices. The successful candidate will effectively manage a team of highly technical and capable individuals with multiple business critical responsibilities and will act as the technical lead on multiple concurrent IT business projects.

The successful candidate will establish and maintain international relations with sister lotteries by liaising with international service management and IT teams, and will be comfortable working with business stakeholders, attending executive meetings and leading by example.

Key Activities

  • Oversee the day to day running of IT Operations and Service Management.
  • Line management responsibility of highly skilled engineers and technical team leads.
  • Work with the Service Manager to deliver high quality, customer focused service delivery to the business and ensure service levels are met or exceeded.
  • Facilitate the Change advisory board (CAB) meetings with stakeholders.
  • Ensure key reports are delivered on time.
  • Identify key team members and work with them to deliver solutions to challenges and priority incidents.
  • Support recruitment through placing emphasis in our core values and identify likeminded talent.
  • Define and deliver against IT strategy and support the development and implementation of an overall Data Services strategy.
  • Conduct or assist in vendor or product selection processes.
  • Assist in the management of a large proportion of the Data Services budget.
  • Report on IT and Service Delivery performance to Senior Management.
  • Manage external suppliers responsible for delivering against defined scope of services and SLAs.
  • Develop innovative solutions with a focus on reducing operating costs and increasing the end-user experience.
  • Develop technical documentation for enterprise system deployments.
  • Provide direction for the installation and configuration of all IT Service-related projects as needed to support business requirements.
  • Ensure the security of our enterprise infrastructure and compliance with all applicable security standards (ISO 27001, PCI,  etc).
  • Understand advances and changes in the technology industry and work directly with equipment manufacturers with a view to adopt relevant products and services.

Required Skills and Experience

  • Experience in continual service improvement and change management.
  • Excellent attention to detail.
  • Proven experience dealing with complex issues.
  • Previous experience in project and change management and delivering complex IT projects.
  • ITIL qualified at intermediate level or above, with demonstrated working knowledge of the entire ITIL service lifecycle (V.3 & V.4).
  • The successful candidate will have a strategic vision and an innovative mentality, with a passion for continuous improvement.
  • Proven experience working with public cloud principles (Azure/AWS).
  • Proven experience of understanding large IT budgets and achieving strong ROI on expenditure.
  • Proven experience managing a team under pressure to deliver against demanding targets.
  • The successful candidate will have strong decision-making skills, often with multiple, complex and competing factors.
  • The successful candidate will have strong communication skills, and experience of official written reporting, memos and proposals, but also in presentation skills, building rapport, influencing and conducting negotiations.
  • Previous experience managing a 24/7 on call rota for technical teams.
  • Proven working exposure to a complex private cloud environment hosting critical business systems. Preferably VMWare.
  • Proven experience working in both Agile and Waterfall project methodologies.
  • Proven experience in delivering growth in IT maturity and operational efficiency.
  • Proven experience in managing operational front and back office ITSM processes in an enterprise organisation.
  • Qualified to degree level (or similar in a related field)

Desired Skills and Experience

  • Lean Six Sigma Qualification advantageous.
  • Qualified in Agile and proven experience working in an Agile environment.
  • Qualified in at least one of the following: Azure Administrator, AWS Cloud practitioner.

Additional Information

Whilst the core hours of the role will be 37.5 hours per week, worked Monday to Friday, from 9:00 am to 5:30pm, working outside these hours will be required on an occasional basis. Time in lieu will be given.

More information?

For questions about this vacancy or more information about careers at People’s Postcode Lottery, please contact us.

Debbie McConnell - People's Postcode Lottery

Debbie McConnell

HR Advisor