Hays
Service Delivery Manager
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Your New Company
A prestigious and well-established organisation is seeking an experienced IT Service Delivery Manager to join its busy and highly regarded IT function. Supporting a diverse user community (circa 2000 people). This is a great opportunity for someone looking to make a real impact supporting an organisation going through change.
Your New Role
As IT Service Delivery Manager, you will take responsibility for the leadership, development and performance of the IT Service Desk and Technical Support teams, ensuring the delivery of high-quality IT services across the organisation. Reporting directly to the Director of IT, you will play a key role in delivering the wider IT strategy and driving continual service improvement.
- You will work closely with your team identifying opportunities to enhance service delivery through improved processes, emerging technologies and embedding ITIL best practice, including the management of service requests, incidents and problems, ensuring that all tickets are appropriately prioritised, escalated and resolved in line with agreed service levels.
- You will take ownership of major incidents, ensuring effective communication with stakeholders throughout the resolution process and leading post-incident reviews to minimise future risk and recurring issues.
Longer term, the role will also involve:
- Developing service management processes.
- Maintaining accurate IT asset records.
- Managing hardware and software procurement activities.
- Overseeing device life cycle management.
- Ensuring onboarding and offboarding processes are completed efficiently.
- Producing meaningful service reports and performance metrics.
- Creating and maintaining technical documentation.
- Ensuring consistency of support procedures across the wider IT department.
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Please note, due to the nature of the organisation, the expectation is to be predominantly on-site. However, there is some flexibility for home working. You will also be required to complete a DBS check.
What You'll Need to Succeed
To be successful in this position, we are looking for an experienced Service Delivery Manager who can hit the ground running to make a positive impact. You will have strong leadership skills to develop your team's technical knowledge and be able to demonstrate your previous experience implementing ITIL best practice. You will possess excellent people management skills, with a proven ability to develop high-performing support teams and deliver exceptional customer service. A strong understanding of incident, problem and change management processes is required, together with experience of asset management, reporting and operational performance management.
Technical knowledge of Microsoft infrastructure, identity management and multi-factor authentication, cloud technologies, virtualisation platforms, mobile device management solutions, IT service management tools, telephony platforms, audiovisual technologies and end-user computing environments will be highly beneficial. Strong communication, stakeholder management and problem-solving skills are essential, along with the ability to work effectively in a fast-paced environment whilst maintaining exceptionally high standards.
What You'll Get in Return
- Salary up to £50,000
- 36 days annual leave (inclusive of BH)
- 35 hour working week (Monday to Friday, covering varying shifts of 8am-4pm and 10.30am - 6.30pm)
Please get in touch for a full list of benefits for this position. In return, you will have the opportunity to join a highly respected organisation where technology plays a pivotal role in supporting operational excellence. You will work alongside experienced IT professionals, contribute to strategic technology initiatives and have the opportunity to make a significant impact on service delivery and user experience.
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What you need to do now
If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call us now.
If this job isn't quite right for you, but you are looking for a new position, please contact us for a confidential discussion on your career.
Desired Skills and Experience
As IT Service Delivery Manager, you will take responsibility for the leadership, development and performance of the IT Service Desk and Technical Support teams, ensuring the delivery of high-quality IT services across the organisation. Reporting directly to the Director of IT, you will play a key role in delivering the wider IT strategy and driving continual service improvement.
You will work closely with your team identifying opportunities to enhance service delivery through improved processes, emerging technologies and embedding ITIL best practice, including the management of service requests, incidents and problems, ensuring that all tickets are appropriately prioritised, escalated and resolved in line with agreed service levels. You will take ownership of major incidents, ensuring effective communication with stakeholders throughout the resolution process and leading post-incident reviews to minimise future risk and recurring issues.
Hays Specialist Recruitment Limited acts as an employment agency for permanent recruitment and employment business for the supply of temporary workers. By applying for this job you accept the T&C's, Privacy Policy and Disclaimers which can be found at hays.co.uk
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