Service Delivery Manager - ITIL, Matrix Management - Manchester -

Recruiter
InfraView - Specialist Cloud & IT Infrastructure Technology Recruitmen
Location
Lancashire
Salary
45000.00 - 55000.00 GBP Annual
Posted
04 May 2021
Closes
06 May 2021
Sectors
Management
Contract Type
Permanent
Hours
Full Time

Service Delivery Manager - ITIL, Problem Management, Matrix Management, Continuous Service Improvement, Change Management - Manchester Office based - GBP45,000 - GBP55,000

Working with an exceptional GBP25 million turnover MSP to add to their Service Delivery function, we have a great relationship with this Senior Management and have placed multiple individuals throughout the business from Service Desk to Head of Technology.

We are seeking an experienced IT Service Delivery Manager who will be reporting to the Head of IT Service Delivery to work within our Customer Success team, managing service engineer processes including incidents, problems, changes and release schedules, service transition.

You will be responsible for ensuring that our customers receive a quality and consistent service and that client satisfaction is maintained by overseeing adherence to SLAs, KPIs and CSATs. Our ideal candidate will be an experienced Service Desk Lead with an IT Managed Service Provider background. This is a Matrix management role, where engineers are led in a separate team.

Skills, experience & qualifications

  • ITIL Certified
  • Knowledge and Experience of Service Management
  • Experience of setting and reporting against SLA's and KPI's
  • Experience of setting up and maintaining business systems including Service Management Toolsets, Monitoring and Remote Management tools, Reporting toolsets

The biggest key to this role is the development and enhancement of processes including incident, problem, change, release, request and. transition access management. Ownership and Continual Improvement of the processes, interactions and ways of working across the desk will be the main priority of this role as well as to report on the levels of success and improvement. You will be a key player in the department, ensuring that our processes deliver a high-quality service to our clients in a way that makes a meaningful difference.

Key Responsibilities Include

  • Own the Service Desk processes and identify areas for improvement
  • Matrix Management
  • Deliver an improved Problem Management process and run it
  • Implement and coordinate Service Improvement
  • Adoption of the correct procedures within ConnectWise
  • Management of overall SLA adherence and reporting
  • Manage Change process
  • To chair 2 x weekly CAB meetings
  • Manage ticket quality, document results and take action to Remedy any issues.
  • Ensure KPIs and statistics are met
  • Drive continual service improvement
  • Respond to and prioritise escalations

Service Delivery Manager - ITIL, Problem Management, Matrix Management, Continuous Service Improvement, Change Management - Manchester Office based - GBP45,000 - GBP55,000

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