IT Service Delivery Manager

3 days ago


Wigan, Wigan, United Kingdom Ecs Resource Group Ltd Full time
Job Title: IT Service Delivery Manager

Location: Wigan (full time on site)

Rate: 40-45'000k

Ecs Resource Group Ltd is seeking an experienced IT Service Delivery Manager to oversee the lifecycle of IT service requests, ensuring timely and accurate fulfilment, and maintaining a high standard of customer satisfaction.

In this role, you'll be responsible for overseeing the entire IT request process - everything from system access and hardware deployment to setting up new users and accounts. You'll also have the chance to manage a dynamic IT fulfilment and config team, ensuring smooth operations like picking the right hardware, flagging stock issues, and managing proactive services within SLAs.

You'll play a key role in improving the request fulfilment process (using tools like Intune and SCCM) and ensuring the team is fully prepared to handle increased demand while maintaining high service standards.

This role is pivotal in coordinating between end users, IT support teams, and other stakeholders to streamline the request process and resolve issues efficiently. The manager will also play a key role in implementing best practices, driving continuous improvement, and ensuring compliance with the organisation's service management policies and standards.

  • Manage Service Requests: Oversee IT service requests from logging to resolution.
  • Handle escalations and coordinate between IT teams, vendors, and customers for prompt resolution.
  • Compliance & Governance: Ensure compliance with internal policies and regulatory requirements. Stay updated on ITIL best practices.

Requirements:

  • University degree or college diploma in the computer science field or three years' equivalent work experience.
  • Previous Service Desk Manager experience.
  • Experience with ITSM tools (ServiceNow, SCCM, Intune).


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