Service Delivery Manager
Our client urgently seeks a SDM due to growth. They are a market leader within the retail and whole sector and recently undergone some big changes within the IT & IS functions for the business which has led to this newly formed role.
Reporting directly to the Head of Information Technology you will be responsible for the companies Service Delivery, including the delivery and availability of all IT systems and the management and performance of the Service Desk function. You will be expected to build strong relationships with key business stakeholders, internal business users and 3rd party technical suppliers. The service delivery team is responsible for the customer service desk and is the front-line support service for all users and provides a valuable technical support and maintenance service for all staff. You will be expected to maintain exemplary levels of service in line with our agreed SLA's, KPI's and customer expectations.
Accountabilities: Service Delivery Manager
You will be responsible for the delivery and maintenance of the company's operational technical service desk and ticketing system (Manage Engine -Plus) and you will ensure adherence to the agreed Operational SLAs, KPIs and all Customer Communication. You will also be responsible for the Availability, Performance and Delivery of all IT Services. You will also be responsible the management of all Service Deliver Management team members.
Key Responsibilities:
* Operational Support Ticket Open / Closure rates
* Service Availability Performance reporting
* Internal System Controls Customer Service
* Health & Safety People management & recruitment
Responsibilities: Service Delivery Manager
Management of the IT Service Desk and Operational Support team
Setting clear objectives.
Ensuring all SLA, KPI and departmental objectives are met.
Recruitment of additional staff
Service desk
Ensure that incidents and requests are handled according to agreed procedures and within agreed timescales.
Act as a liaison and point of escalation and communication for service support issues.
Work alongside all levels of the business in the provision of IT Support services.
Liaise with external suppliers and service providers for equipment and service procurement.
KPI Management
Monitor individual performance and quality.
Provide regular reports to stakeholders on IT performance against agreed metrics.
Escalate resource and capacity gaps.
Problem Management
Help to identify re-occurring issues.
Help to identify user related training gaps and training opportunities.
Knowledge
Ensure the IT knowledgebase is referred to, up-to-date, shared, and fit for purpose.
Actively participate in knowledge sharing across the department.
Escalate volume increase / resource gaps.
Systems
Ownership and development of IT Service Desk Management tools looking to review and improve the existing systems.
Communications
Ensure all calls, emails and Tickets are responded to promptly and dealt with in a professional and timely manner.
Introduced the recognised ITIL Service Delivery Framework.
Maintain and open Communications Channel with all users when service interruptions are being experienced.
Complete Service Incident Reviews with IT /IS internal teams and 3rd Party providers.
Technical
Provide first-time fixes for standard IT issues and requests, other issues where confident to do so in a timely manner.
Assist with ServiceDesk ticket queues.
Management of the Desktop management trams and the provision of equipment in a timely manner.
Quality
Process focused ensuring that department processes are kept up-to-date and are followed.
Work with users to determine useful, detailed, and accurate information.
Ensure all issues and service requests are accurately recorded in the IT ServiceDesk system.
Ensure the Change management process is followed.
Desirable
Proven experience providing IT technical support
Broad knowledge of IT technologies & hardware
ITIL V3 Foundation
Reporting directly to the Head of Information Technology you will be responsible for the companies Service Delivery, including the delivery and availability of all IT systems and the management and performance of the Service Desk function. You will be expected to build strong relationships with key business stakeholders, internal business users and 3rd party technical suppliers. The service delivery team is responsible for the customer service desk and is the front-line support service for all users and provides a valuable technical support and maintenance service for all staff. You will be expected to maintain exemplary levels of service in line with our agreed SLA's, KPI's and customer expectations.
Accountabilities: Service Delivery Manager
You will be responsible for the delivery and maintenance of the company's operational technical service desk and ticketing system (Manage Engine -Plus) and you will ensure adherence to the agreed Operational SLAs, KPIs and all Customer Communication. You will also be responsible for the Availability, Performance and Delivery of all IT Services. You will also be responsible the management of all Service Deliver Management team members.
Key Responsibilities:
* Operational Support Ticket Open / Closure rates
* Service Availability Performance reporting
* Internal System Controls Customer Service
* Health & Safety People management & recruitment
Responsibilities: Service Delivery Manager
Management of the IT Service Desk and Operational Support team
Setting clear objectives.
Ensuring all SLA, KPI and departmental objectives are met.
Recruitment of additional staff
Service desk
Ensure that incidents and requests are handled according to agreed procedures and within agreed timescales.
Act as a liaison and point of escalation and communication for service support issues.
Work alongside all levels of the business in the provision of IT Support services.
Liaise with external suppliers and service providers for equipment and service procurement.
KPI Management
Monitor individual performance and quality.
Provide regular reports to stakeholders on IT performance against agreed metrics.
Escalate resource and capacity gaps.
Problem Management
Help to identify re-occurring issues.
Help to identify user related training gaps and training opportunities.
Knowledge
Ensure the IT knowledgebase is referred to, up-to-date, shared, and fit for purpose.
Actively participate in knowledge sharing across the department.
Escalate volume increase / resource gaps.
Systems
Ownership and development of IT Service Desk Management tools looking to review and improve the existing systems.
Communications
Ensure all calls, emails and Tickets are responded to promptly and dealt with in a professional and timely manner.
Introduced the recognised ITIL Service Delivery Framework.
Maintain and open Communications Channel with all users when service interruptions are being experienced.
Complete Service Incident Reviews with IT /IS internal teams and 3rd Party providers.
Technical
Provide first-time fixes for standard IT issues and requests, other issues where confident to do so in a timely manner.
Assist with ServiceDesk ticket queues.
Management of the Desktop management trams and the provision of equipment in a timely manner.
Quality
Process focused ensuring that department processes are kept up-to-date and are followed.
Work with users to determine useful, detailed, and accurate information.
Ensure all issues and service requests are accurately recorded in the IT ServiceDesk system.
Ensure the Change management process is followed.
Desirable
Proven experience providing IT technical support
Broad knowledge of IT technologies & hardware
ITIL V3 Foundation