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Company Overview
We are a dynamic, fast-growing IT Managed Services Company currently based in Chessington. Our values are Integrity, Professionalism, Expertise and Entrepreneurial Spirit. Our customers include many household names including the Virgin London Marathon where we are responsible for all the IT behind the annual London Marathon events.
Role Overview:
We are now recruiting for a highly motivated and organised Service Delivery Manager to join our team. As a Service Delivery Manager, you’ll oversee a number of key functions within the Service Delivery department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. The successful candidate will establish and measure delivery processes. They will act as an ambassador, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments. This role involves assessing customer feedback and improving procedures accordingly, in order to ensure that an excellent client experience is always provided.
Responsibilities:
- Being accountable for the customer – working internally with other teams to actively deliver a high level of service.
- Working with and alongside external customers
- Monitor and manage the service, carrying out proactive trend analysis and problem management processes.
- Working with the Service Desk Management team to deliver a high-level service.
- Provide support in creation regular reporting, and service improvement plans.
- Provide support in managing Major Incidents on allocated customer accounts.
- Assisting in quality and improvement of the IT Services in link with the KPI defined in the SLAs and MSA
- Support Service Delivery meetings with our customers covering performance, service improvement, security requirements and other ITSM processes.
Requirements:
- Demonstrable track record in managing IT service delivery within an IT Sector / MSP
- Self-confidence to navigate complex and evolving technology delivered to our customers.
- Experience of managing Continual Service Improvement Plans, Problem Management and Major Incident Management
- A demonstrable application of ITIL processes and standards
- Ability to build and maintain strong, cohesive working relationships with senior stakeholders.
- Strong sense of prioritisation and execution against critical deliverables, coupled with a sense of personal ownership for key account deliverables.
- Ability to demonstrate flexibility, multi-tasking skills and a 'can-do attitude’.
- Excellent communicator at all levels
- Experience in dealing with conflicting priorities (multi-customer scenario)
- Strong analytical skills and able to interpret information from numerous sources to prepare and present reports.
- Detail-oriented and able to find focused solutions to business problems.
- A passion for Service Improvement]
- Team player
- Technical background within Infrastructure / Desktop Support would be advantageous.
- ITIL V4 Foundation as minimum
Benefits after probationary period
- Subsidised Health and subsidised dental care
- Employee Assistance programme (EAP)
- Life assurance (3 x salary)
- Sodexo Discount Platform
- Breakfast and refreshments on working days
- Pension contribution- 5% company contribution
- Generous Holiday Entitlement
- One day off for Birthday
- Half price internet connectivity
- Ride2Work scheme
- Department incentives
- Volunteer day scheme
Job Types: Full-time, Permanent
Salary: £50,000.00-£55,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
- Work from home
Schedule:
- Day shift
- Monday to Friday
Experience:
- navigate complex and evolving technology: 2 years (preferred)
- managing IT service delivery within an IT Sector / MSP: 2 years (preferred)
- managing Continual Service Improvement Plans: 2 years (preferred)
- Problem management and Major Incident Managemnt: 2 years (preferred)
Work Location: Hybrid remote in Chessington
Job Type: Full-time
Salary: £50,000.00-£55,000.00 per year
Benefits:
- Company pension
- Free parking
- On-site parking
- Work from home
Schedule:
- Day shift
- Monday to Friday
Experience:
- managing IT service delivery within an IT Sector / MSP: 2 years (preferred)
- managing Continual Service Improvement Plans: 2 years (preferred)
- Problem management and Major Incident Managment: 2 years (preferred)
Work Location: Hybrid remote in Chessington, KT9 2NY
