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IT Service Delivery Manager

2 months ago

London, Greater London, United Kingdom Internetwork Expert Full time
About the Role

We are seeking a highly skilled and experienced IT Service Delivery Manager to join our team at Internetwork Expert. As a key member of our IT department, you will play a critical role in ensuring the smooth operation of our Enterprise IT Support services.

Key Responsibilities
  • Lead the IT Service Delivery team in ensuring the delivery of high-quality IT services to our global sites
  • Develop and implement IT service-related policies and procedures
  • Design and lead the Vendor & Supplier management strategy
  • Manage escalated service desk issues and ensure the office and user IT support strategy across all offices
  • Organize the support of Enterprise Systems and manage project portfolios
  • Pre-project analysis and scoping, KPI Reporting, and team audits
  • Budget monitoring and purchasing
Deliverables
  • Manage the IT support for 1000+ laptops and phones
  • Manage and administer IT management Systems: AD, Azure, Exchange, Office365
  • Manage and administer device management systems: Workspace ONE, Intune, Group Policy
  • Administer and support printer devices and audio-visual and conferencing facilities
  • Maintain high-quality end-user experience and arrange appropriate support for VIP users
  • Drive new projects and other IT initiatives as needed
  • Administer the ITSM portal and manage the CMDB
  • Provide after-hours and on-call support as needed
Requirements
  • Degree in a computing/technical discipline preferred
  • ITIL qualification is essential
  • Microsoft Certified Professional (MCP) – is desirable
  • Proven IT Support experience of 5+ years in a busy IT Service Desk, Operations or technical support environment working to ITIL practices
  • Previous experience managing IT incidents using an ITSM workflow toolset e.g. ServiceNow/Remedy/FreshService or other SaaS Service Desk system
  • Building, configuring, and deploying desktop environments with commonly used desktop imaging tools
  • Good knowledge of patch management principles, ideally using Workspace ONE or any deployment tool
  • Strong knowledge of Microsoft-based operating systems with emphasis on Windows 10 and in Microsoft Office 365 administration
  • Experience with using and troubleshooting Outlook 365 within a domain environment (e.g. permissions, calendar sharing, delegation etc.)
  • Active Directory knowledge – creating user accounts, reset passwords, create groups etc.
  • Setting up and supporting a modern workplace videoconferencing solution
  • Supporting iOS and Android devices, including the use of an MDM solution for policy management
  • Experience of supporting a networked, multi-function printer estate
  • Experience of scripting, orchestration, and automation techniques
  • Experience of working and building relationships with stakeholders, suppliers, and 3rd parties
  • A good level of interpersonal, communication, influencing, and negotiating skills
  • Preference will be given to applicants with an automotive, manufacturing, or engineering background