VirtueTech Recruitment Group
Information Technology Service Desk
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Service Delivery & Support Manager
Service Delivery & Support Manager is needed for a 12 month, Fixed Term Contract. Working in an Asset Management firm who invest with their front office, as well as creating a digital FinTech platform for clients to invest. The Service Delivery & Support manager is a strategic role that involves managing the coordination and driving best in class service, overseeing the Service Centre and IT Service Delivery. As the public face of the IT Department, the Service Centre team provides essential 1st level support to the business, employees and clients.
Service Delivery & Support Manager | Asset Management | Up to £70,000 / £75,000 + bonus + Benefits | Fixed Term 12 Month Contract | Hybrid London
- Up to £70,000 (possibly £75,000) + Bonus + benefits
- Fixed Term Contract. 12 months
- Bank / Liverpool street
- 3 days per week in office
This is a highly visible role 1st line, IT Delivery management role within Technology and it is responsible for ensuring IT services are delivered effectively across the business while leading the frontline support operation. You will work closely with Technology teams, business stakeholders and third party providers to drive service quality, manage incidents and continuously improve the IT experience.
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As one of the primary user-facing representatives of IT, you must have excellent customer services and stakeholder management skills as an IT Service / 1st Line support manager, and have the gumption to instil confidence in senior stakeholders and be able to manage difficult situations.
You'll combine Service Desk leadership, IT Service Management and stakeholder engagement, acting as one of the key user facing representatives of Technology. Whilst not being hands-on in the technology, your role as the Service/IT Lead will be to manage and develop the service centre and service delivery teams.
What You'll Be Doing
- Lead, develop and manage the Service Centre and Service Delivery teams, ensuring a high-quality and responsive IT support service.
- Oversee ITSM activities including incidents, service requests, problems and escalations, ensuring services are delivered within agreed SLAs.
- Own the Major Incident process, coordinating technical resolver groups, managing stakeholder communications and leading post-incident reviews.
- Drive effective IT Service Delivery, ensuring services are delivered in line with ITIL processes and internal governance standards.
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What They're Looking For
- Proven experience in an IT Service Delivery, IT Service Management or Support leadership role.
- Experience leading and developing IT Support or Service Desk teams.
- Strong understanding of ITIL and IT Service Management practices.
- Demonstrable experience managing Major Incidents, Incident Management and stakeholder communications.
- Experience overseeing Change Management and CAB processes.
- Familiarity with technologies such as Windows, Active Directory, Microsoft 365, SCCM and Intune.
- Previous experience working in a professional services or regulated environment would be beneficial.
If you are interested, please reply with your latest CV or send to ross@virtuetech.io
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