Who are we?

South Western Railway (SWR) operates over 1,500 services each weekday across the network and employs more than 5,000 people. We provide easy and convenient mobility, connecting people and communities in South West London, southern counties of England and the Isle of Wight.

Join our team and help us continue to improve quality of life, by bringing people together to get the most out of life.

SWR is part of FirstGroup, the largest rail operator in the UK and second largest bus operator in the UK outside London. FirstGroup operates services throughout the UK and Ireland, with over 30,000 employees providing services that make travel smoother and life easier.  FirstGroup works hard to reduce its impact on the environment, introducing cleaner and more environmentally responsible methods of transport. 

About the job:

As the Senior IT Service Delivery Manager, you will report into the Head of IT and work closely with stakeholders from a number of teams within the IT department.

You will be responsible for manging a team of analysts, prioritising ticket responses, producing monthly reports on performance, challenges and wins, as well as building new processes and procedures to drive improvements in the IT department.

You'll need expertise in: Windows OS, Office 365 Admin, Exchange Admin, Teams and SharePoint, MDM applications, Intune, SCCM, Active Directory and Azure AD.

Your main responsibilities will be:

• Ensure that policies and processes are in place to deliver consistent, efficient, and effective services.
• Formulate both short-term day-to-day and longer-term IT Service Delivery plans and identify and work on continuous improvement of the service.
• Professionally and effectively represent IT to both the internal business and to all IT third party vendors and suppliers.
• Understand and identify business challenges and develop strategies and solutions to deliver added value to the business.
• Point of escalation - ensuring escalated issues from customers and colleagues are resolved effectively and in a timely manner.
• Governance – assisting in defining and implementing processes & standards and ensuring staff adhere to them.
• Supports budget related conversations on different levels.
• Innovate and encourage innovation within team members.
• Coach and mentor less experienced staff as required.
• Empower staff to take responsibility for their jobs and commitments.
• Foster a spirit of teamwork inclusion and unity amongst the teams. 

As a minimum, you will need to have:

• Experience within a similar role
• Experience managing major incidents and escalations
• Ability to work in a fast-paced environment
• Experience of ITIL processes and service delivery software
• Experience working with Microsoft technologies

About the location:

Overline House is conveniently situated overlooking Southampton Central Station and is easily accessible by public transport. The station is very local to West Quay, a hub for retailers and restaurants, and provides an excellent link between London, Coastal areas and the Isle of Wight.

Working pattern:

Working an average of 37 hours per week over 5 days

Mon - Fri office hours with flexibility and on call level 2

The Reward:

In return we offer a competitive salary and a variety of valuable benefits, including:

• Free duty and leisure travel on SWR services for employee
• Free leisure travel for spouse/partner and dependants (criteria dependant)
• 75% discount on many other train operating companies
• Full training and support with development
• Large range of exclusive retail offers
• Excellent pension scheme

We all belong at SWR. FirstGroup's vision is to provide an inclusive environment for all colleagues, across its group of businesses, ensuring all candidates have an equal opportunity to access meaningful employment.

We value our differences such as age, gender, LGBTQIA+, ethnicity, religion, and disability. We maintain a zero tolerance towards any form of prejudice towards our colleagues, customers, and future talent.

We celebrate and encourage diversity of thought, progressive ways of working and seeing all our colleagues grow and thrive.

We review all roles and job descriptions to ensure they are accessible and, where possible, we support and provide flexible working options; we recommend that you refer to each vacancy description for further details.

If you require additional support to complete your application due to a disability or neurodivergent condition, for example, dyslexia, dyspraxia, or autism, please follow the links below.  We encourage you to share any additional needs you may require so we can provide a fair and equal process for all who apply.

https://exceptionalindividuals.com/neurodiversity/

https://www.healthassured.org/blog/neurodiversity/