Technical Service Delivery Manager

2 weeks ago


Thame, United Kingdom Concept Resourcing Full time

We are recruiting for a Technical Service Delivery manager to join a global technology business based in Oxfordshire.
The purpose of the job is to develop and lead the technical support department which consists of a support desk and service workshop.

**Job Requirements**:

- Manage the day to day delivery of our first line support and repair facility setting and maintaining exceptional service standards.
- Day-to-day management of the Technical Support team - be initial point for escalation, work allocation management, define responsibilities and personal development opportunities (including appraisals)
- Take ownership of Service partner relationships
- Deliver Reporting and Analysis of product performance, including failure cause and rates. Producing Monthly Service Reports and subsequent as well as on-going, analysis measuring actual department performance against the agreed SLAs / KPIs
- Deliver forecast and trend analysis to supply chain department to ensure the timely and on budget supply of spare parts, and maintenance of appropriate local inventory
- Manage and maintain department resource costs
- Proactively identify and communicate product performance trends and implement mitigating measures where appropriate
- Identify areas for improvement and implement solutions, with a particular focus on reducing cost and risk to the business and improving efficiency, accuracy and commercial contribution.
- Represent the Technical Support Team at Management team meetings and provide monthly management reports for review

**Experience Required**:

- Previous experience in a hardware support or repair environment
- ITIL qualified (or equivalent), preferably to management level

**Working Hours**:

- 37.5 hours per week (Monday to Friday)

**Package**:

- £40,000 - £45,000
- Company Pension Scheme
- 25 days holiday (plus bank holidays)
- Life Assurance



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