IT Service Delivery Manager

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 ontheSOW’s 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, PC’s 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

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