Position: Service Delivery Manager, IT Change Manager, Project Manager
Category: Other
English level: intermediate
Years of experience: 10


IT Change Manager

▪ Receive, logs and allocates a priority to all Requests for Changes (RFCs)
▪ Table all RFCs for a Change Advisory Board (CAB) meeting
▪ Organize and chair all CAB and ECAB meetings
▪ Update the change log with all progress that occurs, including any actions to correct problems and/or to take opportunities to improve service quality
▪ Review all implemented changes to ensure that they have met their objectives
▪ Review all outstanding RFCs (Request for Changes )
▪ Analyze change records to determine any trends
▪ Produce regular management reports


Service Delivery Manager

• Definition of service level agreements (SLAs) in relation to contracted services, ensuring the SLAs are achieved; service quality and overall expectations are met or exceeded
• Effectively monitor, control and support service delivery, ensuring systems, methodologies and procedures are followed
• Build and maintain client relationships both internally and externally
• Attend service review meetings covering performance, service improvements, quality and processes
• Management of an IT Service Delivery team and responsibility for career development and appraisals.
• To provide reports to an agreed schedule (or on request), including network capacity management and service desk performance reports.
• Attend service review meetings; areas covered will include performance reports, service improvements, quality and processes.


Systems Support Engineer

▪ Install and configure computer hardware operating systems and applications
▪ Troubleshoot system and network problems, diagnosing and solving hardware or software faults
replace parts as required
▪ Provide support, including procedural documentation and relevant reports
▪ Follow diagrams and written instructions to repair a fault or set up a system support the roll-out of new applications
▪ Prioritise and manage many open cases at one time
▪ Test and evaluate new technology