Service Delivery Manager

Neil started his career with the Society in 2002 as a Trainee IT Admin Assistant, after graduating from University. Neil was promoted to IT Service Desk Supervisor in 2005 and later to Manager.

Neil continued to take on additional responsibilities including incident, service level and IT financial management.  Neil was promoted in 2011 to IT Service Delivery Manager.  

Why did you chose this particular career path?

I graduated from Northumbria University after completing a degree in Business & Computing and was looking for an opportunity to start a career in IT.

What is involved in your role?

I am the Service Delivery Manager at the Society and my role covers a number of processes. Through Service Level Management we hold regular internal and client governance sessions where we discuss all aspects of the service, we also oversee the Supplier Management process with our own suppliers. We coordinate all audits across IT, whether that be internal audits conducted by Business Assurance or external audits performed by our audit partners. We oversee IT Service Continuity and work closely with Business Continuity ensuring we have adequate Disaster Recovery to meet the business’ needs and ensure this is tested on a regular basis. We produce IT costs models for new services and clients through Financial Management and oversee IT Security to ensure that systems and data are securely controlled and monitored.

What has been the most influential moment in your career?

In 2011 when I was promoted to IT Service Delivery Manager, I feel like I took more of a prominent role within IT and the business. Whilst I managed the Service Desk prior to this, this role gave me a number of additional responsibilities which took me out of my comfort zone and allowed me to develop.

What do you like best about working here?

The people, I think the Society is a great place to work. The Society also promotes heavily from within which has allowed me to develop and move from an IT Helpdesk analyst to IT Service Delivery Manager.

How has the Society helped you develop?

I have attended a number of internal training courses as well as external courses relevant to my role. ITIL is a best working practice methodology for IT Service Management and I have achieved 5 qualifications in this. I have also been allowed to develop in areas outside of my job role which has ultimately allowed me to progress further down the line.