Service Delivery Manager

Position: Service Delivery Manager
Location: Tower Hamlets, London
Salary: £48,768 + Benefits

The Company:
Our client is the national charity for homeless people. They know that homelessness is not inevitable. They know that together we can end it.

They have grown significantly in recent years and are currently developing the next ambitious five-year strategy. Data has become an increasingly important aspect of achieving success, in terms of service provision, fundraising and campaigning.

The Service Delivery Manager Role:
As Service Delivery Manager, you will be joining and managing an energetic team of front-line IT professionals who are helping to support staff and volunteers across centres and shops around the country (which may require an overnight stay).

Key Responsibilities:

• Maintain high performing service and support from the IT Service Desk team
• Act as senior technical escalation support
• Mentoring and supporting service desk engineers, including future trainee positions
• Oversee the implementation and subsequent development of a new service management platform for IT and other Corporate Services teams
• Establish and monitor service improvement activities when required
• Oversee and own; incident, problem, change and escalation processes, ensuring high levels of performance in these processes and accurate reporting
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes
• Monitor, control and support service delivery
• Take ownership of major incidents
• Promote service and support in relation to IT projects and develop a strong understanding of projects impacting your service area
• Undertake routine capacity and security management monitoring

Skills & Experience Required: 
Essential;

• Substantial experience of leading an IT service desk team
• Experienced ITIL Practitioner
• Demonstrable knowledge and experience of managing 3rd party supplier relationships
• Recent and substantial experience of supporting a large-scale and diverse IT environment including; incident, problem and change management, escalation procedures and related disciplines
• 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

Desirable;

• Understanding of GDPR regulatory requirements for charitable institutions

Benefits:
In return, the Service Delivery Manager can expect;

• Interest free loans to purchase a train season ticket or a bike or for a deposit to secure a tenancy
• Mandatory pension scheme, with an employer contribution of 8.5%
• 25 days’ annual leave which increases with service to 28 days

Alongside the excellent staff benefits, they will support your ongoing development to build your skills, experience and career.

What’s Next?
If you are interested in this Service Delivery Manager position, simply submit your CV & Covering Letter – highlighting how you meet the skills & experience required - via the button shown.

ONLY CANDIDATES THAT PROVIDE A CV & COVER LETTER WILL BE CONSIDERED.

 
Keywords: Service Delivery Manager, IT, Helpdesk, Service Desk, Technical, Support, Incident, Desktop, Virus, Server, Tower Hamlets, East London

This vacancy is being advertised by Net-Recruit.