IT Service Delivery Manager (ITIL, Major Incidents, Service Improvement)
Permanent - £50,000 to £55,000
Greater Manchester (commutable from Wigan, Chorley, Warrington, Bolton, Ormskirk, St Helens, Salford, Manchester)
Client Details
From humble beginnings to becoming an award winning IT solutions provider, this company is a great success story for the North West! The business is independently owned and has set out an ambitious growth plan for the coming years as they look to enhance their service and product offering for their customers. They have an impressive portfolio of customers which include well known brands.
Description
As IT Service Delivery Manager you will oversee the quality of services provided by the service function to one of their key customers who they have recently acquired.
You will be responsible for Client Relationship Management, Service Quality Assurance, Service Improvement, Performance Monitoring, Service Provision, Problem Resolution, Reporting and Operational Planning
Initially, you will be expected to meet with the key stakeholders at their customer sites and understand how the IT service function is currently performing and gather requirements on what the future state needs to be to meet the business demands.
You will identify opportunities for service improvement, efficiency enhancement and cost reduction and then formulate and implement that plan with the Service Desk Manager and wider Service team.
You will be responsible for managing customer relationships, ensuring that customer receive the services they expect, and addressing any issues or concerns that may arise during service delivery. This will include service reviews, performance monitoring and resolving any issues.
Profile
- Good knowledge of IT service and application delivery, as well as successful service level agreement accomplishments
- Demonstrable experience of Service Delivery Manager roles within an MSP environment and overseeing IT service for multiple, external customers
- Experience with agreeing and implementing service improvement plans for IT services
- Understanding of ITIL processes
- Strong communication skills are essential for interacting with clients, team members, and stakeholders effectively
- The ability to analyse complex problems and develop solutions is crucial in this role.
- Ability to present ideas in business-friendly and user-friendly language.
- Highly self-motivated and directed.
- Keen attention to detail.
- Exceptional customer service orientation.
- Extensive experience working in a team-oriented, collaborative environment.
- ITIL Certification preferred
Job Offer
£50,000 - £55,000 (Negotiable, depending on experience)
25 days holiday, 4% employee pension, private healthcare, free parking and more!
This role will be based in Wigan, with the expectation of 2-3 days per week on customer sites in the North West. With this being a new contract, there will be more onsite work expected initially and then the role can be hybrid