Senior Service Delivery Manager

20th Jun 2022

The Senior Service Delivery Analyst will act in a second line capacity of the IT Department and will be responsible for managing, supporting, maintaining, and upgrading the on-board IT infrastructure of the Northern Marine fleet. The position holder will provide remote IT support, and when required, on-board support to our vessels. The position offers development in IT knowledge and communication skills in a multicultural environment.

Key Responsibilities  

  • Provide remote support to vessels, crew and on-board support (when needed) 
  • Install, configure and troubleshooting physical/virtual machines, laptops, printers, mobiles, tablets, storage systems and network devices (hardware, operating systems and software applications) 
  • Participate in the design and implementation of our vessels' IT infrastructure 
  • Monitor performance and ensure system availability and reliability 
  • Perform system and network updates/upgrades 
  • Maintain IT security and backup solutions 
  • Liaise with vendors, email providers and other IT personnel for problem resolution or when new tasks are needed 
  • Incident Management – review vessel support line queue and ensure tickets are owned and manged to resolution with focus on meeting SLA’s 
  • Travel to vessels to perform vessel refresh/Service Transition of new vessels into management 
  • Assist with the creation of knowledge base articles for consumption of both service delivery colleagues and end users. 
  • Highlighting Continuous Service Improvements (CSIP’s) to the Service Delivery Team Leader. 
  • Collaborate with stakeholders and application owners in the business to improve user awareness and knowledge of any new processes or procedure 
  • Supervise/Mentor Service Delivery analysts when there is a requirement to do so. 
  • Undertake other tasks that are considered to be relevant to the position 
  • Attend meetings where Vessel Support involvement is required (Major Incident/Change/Project Updates) 
  • Comply with Incident/Change/Problem Management procedures to establish standardised delivery of service 


Candidate Criteria 


  • HNC/HND or equivalent experience 
  • Experience within a commercial, high volume ticket environment preferably within an IT Vessel Support environment, but not essential 
  • Excellent problem solving skills 
  • Excellent communication skills 

Experience in the following in all or majority of these is essential: - 

  • Networking (DHCP/DNS/VLAN/Routing) and Hardware Support 
  • Mobile Device, Thin Client, Desktop & Printer Hardware support  
  • Windows 7 & Windows 10 – Installation/Configuration/Support 
  • Windows Server Technologies 
  • Synology 
  • SCALE 
  • Hyper-V 
  • Antivirus 
  • Active Directory Administration  
  • Microsoft Exchange Experience 
  • Azure - Fundamentals 
  • MDM Administration - InTune 
  • Office 365 Admin 
  • VPN/Remote Access Support 
  • SCCM 
  • Familiarisation with using ITSM tools (Fresh Service) 

Closing date: 22nd Jul 2022

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