Service Delivery Manager
4 weeks ago
You will act as a single point of contact for all IT Services provided and will be responsible for the operational management of outsourced L1 & L2 engineers specifically including deskside and support as well as virtual/remote support.
You will act as the principal business partner to the VP IT USA, HO IT Trading, HO IT C&I and Generation, HO IT Corporate, HO IT AUS, and HO IT SEBL. You willwork closely with the infrastructure team in the resolution of major incidents and delivery of a global service.
Solid experience of Service Delivery management;
Bachelor’s degree or equivalent industry experience;
Experience in leading IT Service Delivery teams in complex and dynamic environments requiring 24/7 support;
ITIL V3 foundation certificate must be held, and Expert (or equivalent) within the key Service Delivery processes;
Maintain high performing service support functions including an outsourced IT Service Desk, Desktop Support, and second line Support;
Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required;
Monitor, control, and support service delivery; Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems;
Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes;
Deliver excellent Presentation and Audio-Visual support, ensure meeting room technology is maintained to a high standard and routinely checked to ensure a high level of availability;
Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively;
Lead the service team to continually improve the desktop computing environment;
Manage the desktop computing environment to ensure that laptops, PC’s, and other access devices are built and maintained to a high standard of performance and security;
Work with the Technical Design team evolve standards for hardware, software, and security in the desktop environment Performance & Quality;
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner;
Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services;
Provide regular and accurate management reporting on IT Service performance;
Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment.
A genuine commitment to smarter working – we recognise your work/life balance matters;
Paid time off to volunteer in your community;
Excellent benefits package including private medical insurance/dental cover and 10% non-contributory pension from month three;
What does hybrid working mean to us?
Hybrid working typically means 2 days in the office location listed on this advert and 3 days working at home each week. Some occasional travel to our other offices may be required.
The average process once we receive your application takes around 2-3 weeks with typically 2 stages of video interviews using Teams – however this can change depending on the role (we may invite you to see us face to face or just need 1 video interview).
If you need any support you can see who to contact in our Recruitment Team on the advert – any questions please just let us know .
At Smartest Energy, we need revolutionary thinkers to help our customers make the most of this new landscape, thinking differently to find smart solutions to complex problems.
Formed in 2001, we’re an agile business driven by entrepreneurial thinking. Further expansion is planned for 2024 and beyond which means global career opportunities for you, with plenty of potential to explore new markets.
Diversity
We value everybody irrespective of background, disability, religion, gender identity, sexuality or ethnicity.
We view diversity as one of the key enablers that helps our business to grow.
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