SSM

The IT Service Delivery Manager oversees a number of key functions within the IT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

Responsibilities

• Service Management

• · Maintain high performing service support functions including and IT Service Desk, Desktop Support, VIP Support, All End User Computing support like Imaging, Application packaging distribution

• · Operational knowledge on Network Voice technologies like Cisco, Avya, contact center etc.

• · Strong understanding of End user computing tools along with automation tools like chat bots etc.

• · Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

• · As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

• · Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed

• · Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed

• · Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

• · Drive internal and third party service review meetings covering performance, service improvements, quality and processes

• Meeting Support

• · Deliver excellent Presentation and Audio Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability

• · Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively

• Technical

• · Lead the Desktop 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

• · Understand IT Service Desk Operation and the ways to improve quality of services

• · Work with the Technical Design team evolve standards for hardware, software and security in the desktop environment

• Performance & Quality

• · Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

• · Work with internal and third party teams to ensure actions are taken and completed to protect and improve services

• · Provide regular and accurate management reporting on IT Service performance

• · Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment

• · Develop and implement pans to enhance customer statisfaction

• · Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

• Qualities and Skills required Essential

• · Excellent Customer and Stakeholder relationship management

• · Able to demonstrate the ability to undertake the above responsibilities

• · Legally able to work in the country in which the position is based

• · A passion for Service Improvement

• · Experienced Service Management professional

• · ITIL Qualified

• · Experience of managing 3rd parties and 3rd party delivered services

• · Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines

• · Expert knowledge of ITIL disciplines

• · Excellent leadership and people management skills

• · Excellent written and verbal communication skills

• · Willingness to support and mentor junior staff

• · Able to work under pressure and meet deadlines

• · Able to demonstrate a high degree of flexibility including shift and out of hours working

• · Excellent organizational skills

• · Able to manage sensitive and sometimes confidential information

• · Self-motivation and able to take responsibility

• · Able to manage and prioritize and tasks and time efficiently

• · Able to demonstrate initiative and a proactive approach to daily tasks

• Job type: Permanent Division: eTeam Workforce Limited Reference: 22-05884