Service Delivery Manger

3 weeks ago


London, United Kingdom ONNEC Group Full time

ONNEC Group are a leading independent technology partner and global integrator, with over 30 years experience, and a 800+ team of global experts, specialising in providing end-to-end connectivity solutions that propel organisations everywhere.
From structured cabling to managed services, our end-to-end services give infrastructure that can be completely replied on. Design. Build. Deploy. Optimise. We offer a complete solution for business connectivity.
We are a rapidly growing organisation and finding and retaining the highest calibre of people is fundamental to us for the success of our business, we work hard to create a challenging, supportive and satisfying working environment for all our employees. ONNEC has successfully achieved the Investors in Diversity Foundational Award for our commitment to equality, diversity and inclusion in the workplace.
You will champion the customers challenges and issues internally, leading the service desk team and engineers to successful resolution of problems within given SLA’s.
An understanding of the ITIL framework is important, as is an understanding of project delivery and management. As a service delivery professional you will bring strong commercial skills and a revenue and growth oriented mindset to ensure contracts remain within budget and financial targets.
**What you’ll be doing as our Service Delivery Manager - Service Desk**:

- Operational delivery of Maintenance and Service contracts of external customers
- Financial management of Maintenance and Service contracts to ensure monthly reporting is accurate
- Management / operational delivery of helpdesk to internal customers
- Build and maintain strong relationships with stakeholders
- Primary point of contact for escalation and incident management, including 3rd parties
- Identify critical issues and resolve/escalate them appropriately to ensure timely and high quality resolution
- Change control management
- Line management of service delivery teams
- High quality and timely communications between all stakeholders
- Compilation and continuous development of regular service reports including trend analysis, SLA management and reporting
- Hosting and presentation of regular meetings with clients and 3rd parties
- Continual service improvement
- Implementation and maintenance of the Onnec Group and clients Health & Safety policies
- Build and maintain site specific and technical knowledge
- Implementation and maintenance of the Onnec Group and the Client’s Quality Assurance policies
- Documentation
- Continual process reviews and recommendations for improvement
- Motivation and development of team
- General Human Resource activities for the team and allocated personnel i.e. performance appraisals, holiday, and sick leave etc.

**Salary**: £50,000.00-£60,000.00 per year


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