IT Service Delivery Manager

2 weeks ago

Greater Manchester, United Kingdom ECS Resource Group Full time
Job Title: IT Service Delivery Manager

We are seeking an experienced IT Service Delivery Manager to join our team at ECS Resource Group. The successful candidate will be responsible for managing client relationships, ensuring that clients receive the services they expect, and addressing any issues or concerns that may arise during service delivery.

Main Responsibilities:
  • Client Relationship Management: Develop and maintain strong relationships with clients to ensure their needs are met and exceeded.
  • Service Quality Assurance: Oversee the quality of services provided to ensure they meet established standards and customer expectations.
  • Service Development: Continuously seek opportunities to develop and improve services to meet the evolving needs of clients.
  • Staffing and Staffing Development: Lead and develop a team of IT support staff to ensure smooth handling of ITIL processes.
  • Quality Assurance: Plan and organize service delivery effectively and efficiently, ensuring that all services are delivered to the highest standard.
  • Service Improvement: Identify opportunities for service improvement, efficiency enhancement, and cost reduction.
  • Performance Monitoring: Monitor the performance of service teams and track key performance indicators (KPIs) to assess the effectiveness of service delivery.
  • Problem Resolution: Resolve any issues or disputes that may arise during service delivery, ensuring that clients' concerns are addressed promptly and effectively.
Requirements:
  • University degree or college diploma in the field of computer science or equivalent work experience.
  • Good knowledge of service and application delivery, as well as successful service level agreement accomplishments.
  • Understanding and preferable experience of ITIL processes and service delivery software is advantageous.
  • A very analytical mind, able to tackle a problem from different angles and make decisions quickly.
  • Strong communication and negotiation skills
  • Advantageous to have good understanding and experience of project management principles.

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