IT Service Delivery Manager

2 months ago


Southwark, United Kingdom Carlton Recruitment Full time

**IT Service Delivery Manager**

**£55,000 - £65,000**

**SE1**

**Full time permanent**

**Hybrid role**

Excellent opportunity to work for this prestigious global company.

The corporate office in London there is an immediate opportunity for an**IT Service Delivery Manager**, reporting to the **IT Service Operations Manager**. The role is London based but may require some travel to other offices.

**Summary**:
The Service Delivery Manager (SDM) role is to enhance customer satisfaction by ensuring effective service delivery from the Service Desk and to act as an advocate for end users with the Managed Service Provider (MSP). The SDM serves as an escalation pointfor issues related to current services and is accountable for process and performance improvement opportunities at the Service Desk.

**Qualifications for the IT Service Delivery Manager**:

- Strong people management and negotiation skills
- Working knowledge of industry desktop operating systems and software
- Working knowledge of industry desktop hardware
- In depth knowledge of ServiceNow ITSM platform
- Ability to lead and work within a team environment
- Experience managing external service providers
- Strong work ethic, excellent use of discretion and judgment and the ability to work under pressure
- Deep understanding of ITIL principles with ITIL certification or willingness to obtain certification within 90 days of employment.
- Strong customer service skills
- Excellent communication (verbal and written) skills
- Superior analytical and problem solving ability
- Must be a strategic, big picture thinker who understands, appreciates and can appropriately balance compliance and business objectives
- Excellent interpersonal skills and a roll-up-your-sleeves personality
- Willingness to travel as needed
- Bachelor’s degree in business, Computer Science, marketing or other related discipline
- At least 10 years of service desk/contact centre experience with at least 3 years in a management role. Preferred experience working within an ITO service desk.

**Responsibilities of the IT Service Delivery Manager**:

- Collaborates with Networks in handling and responding to client issues, problem analysis and making requested service improvements
- Works with Networks to ensure Help Files and ServiceNow databases are accurate and reflective of the current processes, procedures, client requirements, and technical content
- Accountable for driving the productivity of delivery team of the service desk (incident mitigation, first contact resolution, service desk resolution, average handle time, etc.)
- Accountable for client satisfaction with service desk processes and delivery
- Ensures continuous process improvements to support improved performance levels
- Provides a single point-of-contact for day-to-day Service Desk activities, including service issues and questions
- Participates in capacity/demand planning
- Identify and resolve issues related to the performance of the services provided by the Managed Service Provider. Formulate and implement corrective actions, where necessary.
- Manage Technical Support Analysts.



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