Service Delivery Manager

6 days ago

Lancaster, Lancashire, United Kingdom Peel Cyber Full time
About the Role

We are seeking a highly skilled Service Manager to join our team at Peel Cyber. As a Service Manager, you will play a critical role in ensuring the delivery of reliable IT and telecom services to our customers.

Key Responsibilities
  • Service Delivery: Oversee the delivery of IT and telecom services, ensuring exceptional customer experience and optimal service levels.
  • Team Management: Manage the IT and telecoms support and operations teams, providing guidance on troubleshooting, customer service, and acting as an escalation point.
  • Incident Management: Act as a lead or escalation point for major incidents and service outages, conducting analysis and implementing corrective measures to prevent recurrence.
  • Project Management: Oversee Project Management of large installations and act as the technical and operations lead for a number of defined accounts.
  • Compliance and Governance: Monitor and ensure compliance with SLAs, performance metrics, and KPIs for all IT and telecom services, and coordinate with suppliers and service providers to ensure contractual obligations are met.
  • Training and Development: Ensure the engineering teams are fully trained on all products and services with the necessary accreditations if appropriate, and manage existing and introduce relevant accreditations and certifications to support company strategy.
  • Infrastructure and DR: Ownership of the internal infrastructure and relevant DR plans, ensuring services comply with industry standards, regulations, and best practice.
  • Strategy and Alignment: Collaborate with senior leadership to align IT and telecom strategies within the business, identifying areas for improvement or upgrade.
Requirements
  • Experience: 4+ years of experience in service management within the IT services industry.
  • Qualifications: Ideally degree qualified, relevant subject.
  • Skills: Proven track record in managing teams and projects, strong understanding of IT products and services particularly the Microsoft Suite, strong problem-solving skills with an attention to detail, proficiency in CRM software and Microsoft Office Suite, and excellent verbal and written communication skills.

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