Service Delivery Manager

2021-11-15 09:47:092021-12-12BPM Tech
Job TypePermanent
LocationNorth Somerset
AreaAvon, EnglandDevon, EnglandGloucestershire, EnglandSomerset, EnglandWiltshire, EnglandAvonEnglandNorth Somerset
SectorInfrastructure, Support and Implementation
Salary£30000 - £35000 per annum, Benefits: 25 days holiday, pension, h
CurrencyGBP
Start Date2021/11/15
Job RefV-36784-1
Job Views20
Description
We are recruiting an IT Service Delivery Manager to join our client, an award-winning and market-leading MSP (Managed Service Provider) based in Somerset.

Their Service Delivery Manager is responsible for leading their team in providing excellent customer service through engineers and technical teams.

Ultimately accountable for service excellence, working with their Service Desk Manager and other Technical department managers. They will report on service delivery to the senior management team.

Key Responsibilities:

  • Strategic overview of service delivery, including IT support service desk, system monitoring & project delivery
  • Ensuring delivery of fantastic service with regard to Reactive Incidents, requests, problems, pro-active maintenance and alerts
  • Recruiting, leading, coaching, and performance management of senior members of the service delivery team
  • The final point of escalation for service delivery issues
  • Maintaining Service KPI records, and developing a strategy to achieve the target
  • Devising and implementing efficiency and quality improvements to Service delivery
  • Strategic oversight of service feedback system
  • Completing weekly 1-2-1s with direct reports
  • Working with all areas of the business to drive achievement of recognised industry-wide KPI’s and deliver above and beyond

Skills & Experience preferred:

  • Demonstrable experience as a Service Delivery Manager within a Managed Service environment
  • Hands-on experience with MSP technical toolsets
  • Experience in managing teams to a defined SLA
  • Leadership and mentoring skills
  • Proven capability in working to deadlines and recording time
  • A desire and excitement to learn and understand a vast array of business types, requirements, and technologies
  • Strong communication skills and an ability to explain service delivery processes to end-users in simple terms
  • Personable, customer satisfaction driven attitude
  • Expert organisational and communication skills
  • Some technical background is desirable, but not essential

Desired Qualifications:
Our client value experience in this role over formal qualifications, however, the following may be beneficial:

  • BSc Business Administration (or equivalent)
  • ITIL Foundation, Prince2 Foundation, CSM
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