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Morgan Advanced Materials, PLC IT Service Delivery Manager – Network & Security Services - Fully Remote in Stourport-on-Severn, United Kingdom

Morgan Advanced Materials is a world leader in advanced materials science and engineering of ceramics, carbon and composites. We operate in a series of well-defined markets where our applications expertise offers our customers a valuable differentiator, engineering high-specification materials, components and sub-assembly parts that solve their challenging technical problems.

Key Figures: Revenue £910m (2020), 7,500 employees, manufacturing in 30+ countries, and customers in 100+ countries. A UK PLC with head office located in Windsor, Berkshire UK. Listed on London Stock Exchange; Member of the FTSE 250 Index.

Morgan IT is on a mission to enable and drive the Morgan goals by being a valuable business partner to all Global Business Units and Functions by:

  1. Running Effective and Efficient IT

  2. Delivering Solid Business Foundations

  3. Extracting Maximum Business Value from IT

  4. Driving disruptive innovation

To do so, the OneIT team is currently executing on a strategic roadmap to make significant step changes in IT performance and business value from IT.

The global IT Operations team have responsibility for making sure all IT services run as intended. Our aim is to maximise the value Morgan business derive from IT services with minimal disruption while delivering as cost effectively as possible.

This key role is responsible for managing end to end delivery of Morgan Networking & Security Services related to networking, in collaboration with key 3rd party partners. Initially embedded within the project team to support completion of a global SD-WAN rollout, while maintaining effective operation of our legacy LAN/WLAN estate before full network modernisation. Focus is on managing transition to operations and taking ownership of the services and managed service vendors.

To deliver this with high levels of customer satisfaction in a cost-effective manner requires a drive for excellent customer service, strong leadership skills, commercial awareness, and good Infrastructure Management experience.

• Service Deliver Management

a. Manage service performance against SLAs and underpinning KPIs.

b. Manage delivery through key service vendors.

c. Surface key risks and issues early, building effective mitigation and stakeholder management.

d. Manage Major Incidents effectively with clear communication and follow up actions.

• Establish Delivery Framework:

a. Vendor governance and underpinning contracts to ensure successful partnership.

b. Definition and agreement of Service Level Agreements with Business Information Managers and business stakeholders.

c. Define supporting processes, procedures and maintenance schedules for consistent performance.

d. Set-up and manage ITSM best practices and drive ongoing maturity.

e. Drive Service Operation consideration in Service Design, Vendor Selection, and Contracting.

f. Manage service introduction through clear project service acceptance and readiness criteria.

• Create Cost-Effective Systems

a. Ensure operational processes are efficient and cost-effective.

b. Reduce costs while managing overall customer experience.

c. Manage vendors and contracts to optimise partnership value and cost effectiveness.

d. Capacity & license management in collaboration with our SAM team to control costs.

• Partnership and communication

a. Collaborate with other domain teams on service delivery across functions and regions.

b. Contribute to wider Operations Leadership and building a One IT inclusive culture.

c. Engage with Subject Matter Experts with sufficient understanding of the technology.

d. Clear communication of options and trade-offs within Hosting and Cloud services to stakeholders at all levels.

Qualifications:

Desirable: IT or Management Degree, ITIL. Azure

Experience & Skills:

Essential

• Leadership - Strong leadership experience in an IT Service Delivery role to motivate and lead virtual teams and partners.

• Technical knowledge – SD-WAN, Firewall, Lan, VPN, WLAN

• IT Service Management - Knowledge of ITSM best practice i.e. ITIL

• Communication - Effective collaboration in a global organisation.

• Budget Ownership - Forecasting and budget planning, contract negotiation

• Reporting - Good data analysis to identify problems and present service status to business leaders with appropriate insights.

• Teamwork - Work well as part of a team, provide support to colleagues and demonstrate empathy across other IT functions and the business.

Desirable

• ITSM process design and implementation experience

• Consulting experience in Service Design

• Compliance and Security experience

Morgan Advanced Materials is an EEO/AA/M/W/D/V Employer.

Requisition ID: 2021-1700

External Company URL: https://www.morganadvancedmaterials.com/

Street: Morgan Drive

Remote Working: Yes

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