Reportingto:RegionalOperationsLead
TheITServiceDeliveryManageroverseesanumberofkeyfunctionswithintheITdepartmentofour
clientsenablingthedeliveryofahigh-qualityservicetoendusers,andensuringServiceSupportand
ServiceDeliveryprocessesareinplacetomeetbusinessneeds.Thispositionisastakeholderfacingrole
andrequiresyoutoestablishandmanageexpectationswithinthebusinessanddrivetheteamtomeet
thoseexpectationstothehigheststandard.
Service Management
Maintain high performing service support functions including an IT Service Desk, Desktop Support and VIP Support.
Own the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes
As owner of the escalation process,the Service Delivery Manager will take ownership of major incidents to ensurecoordination of partiesinvolved, effective communication to stakeholders and post incidentresolutionreview
Monitor, control and support service delivery, ensuring systems, methodologies and procedures are in place and followed
Detailed knowledge of the client contracts and obligations(SOW), understanding the contractual risks and opportunities , and using them to your advantage.
Financial management
Year on year increaseofthe income ontheSOWâs you are looking after
Cost management and identification of possible cost savings opportunities YOY
Manage and maintain forecast and budgets for your clients.
Communication
Manage communication between the engineers and client as well as the engineers and Excis
Drive internal and third-party service review meetings covering performance, service improvements, quality and processes
Conduct quarterly operational reviews with internal and external teams
Technical
Lead the Management team to continually improve the desktop computing environment
Manage the desktop computing environment to ensure that laptops, PCâs and other access devices are built and maintained to high standards of performance and security
Ensure that patching and anti-virus updates are carried out promptly and effectively
Work with the Technical Design team evolve standards for hardware, software and security in the desktop environment
Requirements
Requirements
Excellent leadership and people management skills
Excellent written and verbal communication skills
Willingness to support and mentor junior staff
Excellent customer facing/customer service skills
Able to work under pressure and meet deadlines
Able to demonstrate a high degree of flexibility including shift and out of hours working
Excellent organisational skills
Able to manage sensitive and sometimes confidential information
Self-motivation and able to take responsibility
Requirements Excellent leadership and people management skills Excellent written and verbal communication skills Willingness to support and mentor junior staff Excellent customer facing/customer service skills Able to work under pressure and meet deadlines Able to demonstrate a high degree of flexibility including shift and out of hours working Excellent organisational skills Able to manage sensitive and sometimes confidential information Self-motivation and able to take responsibility