Introducing Zinc Network

Zinc Network is dedicated to meaningful, measurable change and conceptualises and creates programs, interventions, and strategic communications campaigns around some of the world’s most complex problems – from disinformation to extremism, media capture to authoritarianism.

We are headquartered in London with offices in Washington, D.C., Tbilisi, and Warsaw with 80+ team members from diverse professional and cultural backgrounds. Zinc works with a broad range of governmental, NGO, and private sector clients, including the UK Home Office (HO); the UK Foreign, Commonwealth and Development Office (FCDO); the United States Agency for International Development (USAID); the U.S. Department of State (DOS); UN agencies and missions; and foundations.

As the IT Service Delivery Manager at Zinc Network, your position is pivotal in ensuring the smooth operation of our IT infrastructure and services working alongside our MSP. You will manage relationships with suppliers, assist with risk management, and contribute to various operational aspects of the business. As an integral part of the Business Operations team, this entails not only the effective oversight of IT services but also their alignment with our overarching business objectives. You will be instrumental in ensuring compliance with industry standards and regulations, while concurrently fostering a culture of continuous improvement and heightened security awareness throughout the business.

The IT Service Delivery Manager is required to be in the London office for a minimum of 2 days per week as well as on an ad hoc basis to assist with the onboarding of new starters.

Service Delivery 

• You will work closely with our IT MSP to support and implement improvements to existing infrastructure / systems, whilst applying practical context to new solutions.
• Centralise business applications and services where possible to ensure accurate auditing, cost efficiency and best practice use.
• Ensuring everyone in the business has access to the right tools, systems, and infrastructure to do their jobs. Keeping people and processes working smoothly.
• Overseeing and communicating the implementation of new technology to ensure we always operate as securely and efficiently as possible.
• Scheduling and assisting with our Cyber Essentials accreditation.
• Support our Operations Manager to maintain our ISO quality standards (9001 and 27001) and audits.
• Support with maintaining the London office, including access control.
• Act and advise on GDPR requests and compliance.
• Update and support on company policies and procedures.
• Assist with sensitive project implementation.
• Maintain Egnyte’s Secure and Govern dashboard and lifecycle policies.
• Act as a point of contact liaising with our MSP across UK, US, Poland, Georgia, and our smaller European entities.

Onboarding and training:

• Oversee and conduct the onboarding of UK and remote staff.
• Create and update user documentation.
• Plan and facilitate appropriate security training to enhance skills and capabilities.

Supplier Relationship Management:

• Serve as the primary point of contact for IT suppliers and maintain strong relationships.
• Ensuring support contracts are adequate, licensing is compliant, and services are cost efficient.
• Oversee and manage IT licenses / renewals.
• Manage the business mobile phone contracts and advise on changes to tariffs / mobile device policies where necessary.
• Satisfying the security requirements in our contracts and external accreditations as required by our clients.

Risk and Incident Management: 

• Complete risk assessments advising stakeholders on IT, operational and security risks associated with new systems / products.
• Uphold and enforce robust security measures to protect IT services and data from threats and vulnerabilities.
• Manage incident and problem resolution processes, ensuring timely resolution of issues and effective communication with stakeholders.
• Manage the onboarding of new products / suppliers, advising stakeholders about the IT, operational and security risks potentially associated with new systems / products.
• Work closely with our Operations Manager and Executive Assistant to ensure that risks are recorded on the risk register and mitigating them to within business risk appetite.
• You will understand the business context and pay attention to changing priorities, recognising risks and opportunities.

Financial Management:

• Assist with procurement, ensuring best value for purchases and diligent completion of internal financial administration.
• Track expenditure, raise POs, reconcile invoices, and work closely with the Finance team to manage budgets.

Asset Management:

• Maintain and update an accurate inventory of all technology equipment.
• Allocating and managing equipment, and budget to ensure optimal service delivery while balancing costs and efficiency.
• Wipe and configure company equipment to be reissued to staff.

Requirements

To be successful in this role, you will need: 

• Proven experience as a Service Delivery Manager or a similar role in the IT sector.
• Excellent knowledge of IT service management frameworks and best practices, such as ITIL.
• Strong customer service and communication skills, both verbal and written.
• Ability to manage multiple tasks and prioritise effectively. 
• Ability to work under pressure and handle complex situations. 
• Experienced in managing IT suppliers and vendors.