Service Desk Delivery Manager
sought to join the IT department of an award-winning, national recruitment agency group with over £1billion turnover nationwide.
This is a permanent, full-time role based 100% onsite in the company's Meriden head office.
The Role:
As Service Desk Delivery Manager, you will play a leading role in improving and maintaining the performance of the company's Service Desk department by defining and adopting department standards, and effectively managing the Service Desk team in order to ensure that business needs are met efficiently and to a high quality. This role reports directly to the IT Director.
Your day-to-day responsibilities will include:
- Definition and adoption of service design standards, SLAs, monitoring and pro-active maintenance across the IT estate.
- Business relationship management, ensuring the Service Desk team achieve service levels to a high quality.
- Managing and continuously improving IT Service Support and Service Delivery processes to meet business needs.
- Ensuring successful delivery of a high-quality IT Service Desk and IT Operations to internal and external users.
- Leading on working with 3rd parties to develop, deliver and transition change into operational support.
The successful Service Desk Delivery Manager will demonstrate the following:
- ITIL qualified to Practitioner level or proven experience is essential
- 10+ years in an equivalent role, managing a team of service desk analysts
- Strong people management skills are essential
- Experience with supporting Windows 10/11, iOS and Mac across a range of devices
- Experience of working with Cloud Transformations or Public Cloud Adoption
- Experience of using Azure
- Excellent knowledge of all current and emerging Service Management methodologies
- Experience of working with Service Now or Fresh Service
- Demonstrable and extensive experience of leading the Service Delivery function within a multi-site SME
- Experience of managing third parties and third party delivered services to strict Service Level Agreements
- Experience in implementing and reporting on internal SLAs
- Demonstrable experience in service transition, introducing project deliverables into live service
- Able to commute 5 days per week to Meriden HQ
Benefits Package:
- £50,000 - £65,000 salary depending on experience
- 30 days holiday including bank holidays pro rata on joining
- 32 days holiday including bank holidays after 1 year, rising annually to max of 37
- Comprehensive training and mentoring with opportunities for personal and professional growth
- 9am-5.30pm Mon to Thursday, 9am-5pm Friday
- Flexible work arrangements
- Free onsite parking (includes electric charging points)
- Nest Pension
- Access to discounts app
- Subsidised bistro
- Indoor gym
- Squash court and recreation area
- A collaborative and inclusive work culture
Service Desk Delivery Manager
Meriden, West Midlands
£50,000 - £65,000 depending on experience + benefits