Job Description and Person Specification
JOB TITLE:
IT Service Delivery Manager
PAY BAND AND SALARY: SEO
LOCATION:
151 Buckingham Palace Road, Victoria, London, SW1W 9SZ
HOURS:
37 Hours per week (excluding lunch break)
Contract Type:
Full Time
ACCOUNTABLE TO:
Senior Service Delivery Manager (G7)
Background
The Medicines and Healthcare Products Regulatory Agency enhance and improve the health of
millions of people every day through the effective regulation of medicines and medical devices,
underpinned by science and research.
The agency is made up of circa 1300 staff working across two main centres and peripatetically across
the UK and abroad.
We are one of the first civil service organisations to successfully implement a SIAM framework of
services for IT and we are looking to strengthen our partnering and relationships with key suppliers.
Purpose of the role
We are currently looking for an IT Service Delivery Manager.
This role sits within IT IMD and represents all IT services provided to MHRA. It is specifically focused
on the Service Delivery aspects of running an internal SIAM operating model supporting the Service
and Commercial Management team. The role will report to the Senior Service Delivery Manager
within that team.
Key responsibilities:
1.
Work autonomously to enable and champion an IT service culture within MHRA.
2.
Actively work to develop and strengthen ITSM-based management processes and controls
to ensure quality is maintained to meet business requirements.
3.
Manage and oversee a complex multi-supplier management environment, including an
offshore, near-shore and onshore supplier mix.
4.
Champion and promote service improvements on an ongoing basis to continually improve
quality and customer satisfaction with IT services.
5.
Service performance management – Ensure SLA’s and KPI’s are up to date, relevant and
reflect business needs. Ensure suppliers are meeting or exceeding performance targets.
Set realistic supplier goals that are representative of the supplier relationship.
6.
Relationship management – ensure there is an ongoing commitment to ensure strategic
alliances are realised and taken advantage of.
7.
Risk management – Mitigate supplier risks. Develop and implement strategies to minimise
risks. Ensure all risks are realised and tracked in the risk register.
8.
Assist in the creation and maintenance of the catalogue description of existing services
offered by MHRA.
9.
Ensure transparency of service management practices to IT IMD governance boards.
Provide material for senior governance boards covering service management activities and
initiatives.
10.
Problem Management : Ability to deliver technical Problem Analysis
11.
Incident management: Be responsible for the Incident and Major Incident Process’s and
procedures. Be able to add technical input when necessary.
12.
Requests : be accountable for the request process and procedure
Digital and Technology Skills:
Our Information Management Division contributed to the Alpha version of the GDS digital and
technology skills framework. We will adopt the framework for our service design and skills
development. Full details are available at www.gov.uk/guidance/digital-and-technology-skills
Person requirements:
Qualifications, licenses and professional memberships:
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Degree or post graduate qualification (or equivalent) in a computing discipline or business
administration and/or, equivalent experience performing in a business functional area or
computing related discipline.
Ideally ITIL v3 certified.
Working knowledge and/or certified in Agile and Prince 2 methodologies. CIPS
certification/knowledge an advantage. An Application support/development or infra
support/dev skills background would also be an advantage.
Competencies:
 Changing and improving - Regularly review procedures or systems with teams to identify
improvements and simplify processes and decision making

Changing and improving - Be willing to meet the challenges of difficult or complex changes,
encouraging and supporting others to do the same

Collaborating and Partnering - Establish relationships with a range of stakeholders to support
delivery of business outcomes.

Collaborating and Partnering - Readily share resources to support higher priority work,
showing pragmatism and support for the shared goals of the organization.

Managing a quality service - Develop, implement, maintain and review systems and service
standards to ensure professional excellence and expertise and value for money

Managing a quality service - Develop proposals to improve the quality of service with
involvement from a diverse range of staff, stakeholders or delivery partners
Agency Values:
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Innovative
Proactive
Impartial
Evidence-based
Open
Trustworthy
Civil Service Values:
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integrity - putting the obligations of public service above your own personal interests
honesty - being truthful and open
objectivity - basing your advice and decisions on rigorous analysis of the evidence
impartiality - acting solely according to the merits of the case and serving equally well
governments of different political persuasions
These core values support good government and ensure the achievement of the highest possible
standards in all that the Civil Service does. You can find out more about our values, standards of
behaviour and rights and responsibilities in The Civil Service Code:
https://www.gov.uk/government/publications/civil-service-code/the-civil-service-code