ITSM Delivery Manager (12 months FTC)

The Role

Contract Type: 12 months fixed term contract

The role

ITV Technology is consolidating its various ITSM tools onto a single standard platform, Freshservice. Project Orca has initiated a workstream to manage the implementation of Freshservice and the migration of services to the new tool. The ITSM Delivery Manager will be responsible for leading the delivery of this workstream.

The project objectives are:

Implement New IT Service Management (ITSM) and Configuration Management Database (CMDB) Systems:

• Design, document and implement a scaled Freshservice platform.
• Design, document, and implement a new CMDB utilising the Freshworks Device42 module.
• Identify and consult with relevant Subject Matter Experts for requirements and managing the migration from, and decommissioning of the existing Servicenow environment.

Establish Post-Project Operating Model:

• Design, document, and implement a suitable operating model for the ongoing maintenance and support of both Freshservice and Device42 after the project's completion.

Manage Business Change:

• Conduct a Change Impact Assessment (CIA) to inform and develop a comprehensive Business Change plan for implementation.

Phased Rollout:

• Execute a phased approach for each business area, consisting of Initiation, Discovery, Design, Migration, Launch, and Decommissioning.

Main responsibilities

• Define project scope, goals, and deliverables in collaboration with stakeholders.
• Develop and maintain comprehensive project plans, including key milestones and resource allocation.
• Establish project governance, engagement and communication plans.
• Communicate project status, risks, and issues effectively to stakeholders.
• Provide delivery leadership to the project team.
• Adopt appropriate project management methods and tools.
• Manage the change control process and assess and manage project dependencies.
• Ensure project and product quality reviews occur on schedule and according to procedures.
• Ensure that project deliverables are completed within agreed cost, timescale and resource budgets, and are formally accepted, by appropriate stakeholders.
• Monitor costs, times, quality and resources used and take action where performance deviates from agreed tolerances.
• Adapt to shifting priorities, demands and timelines through analytical and problem-solving capabilities.

Skills you’ll need (minimum criteria)

• The project team delivers primarily following Kanban methodologies. Agile Project Management accreditations preferred.
• Project Management Accreditation Prince2, Agile, PMI etc
• Solid delivery management skills with proven delivery credentials, evidenced by a record of successful project delivery.
• Extensive Delivery Management experience, using Agile and Hybrid Project Management methodologies, delivering a range of IT projects, including infrastructure and cloud projects.
• Excellent team management skills; experienced in navigating and delivering projects within a matrix organisation structure.
• Experience of working with virtual teams and forecasting resource requirements with technical team leads.
• Experience of creating / contributing to test plans and go/no go criteria for key project milestones such as go-live’s.
• Experience of working with technical stakeholders.

Other things we’re looking for (key criteria)

• Familiar with Google Workspace and Miro.
• Experience of using project management toolsets such as Jira and Planview Adaptivework.
• Excellent communication skills, both written and verbal.
• Strong problem-solving and decision-making skills.
• A focus on continuous improvement, drawing on lessons learnt and project retrospectives
• Flexible during times of change.
• Demonstrated ability to work within deadlines.
• Working with onsite and remote technical project staff.
• A good awareness of Business Change principles in technology projects.
• Able to adapt to a fast pace and constantly changing environment.
• Able to work at a fast pace within a fast moving team and quickly build trusting relationships with a wide range of stakeholders.
• Proactive with a self-motivated approach, self-reliant and confident to to interact independently with stakeholders across multiple business areas.