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Service Desk Director
2 months ago
Job Title: Service Delivery Manager - Strategic Leader
Job Type: Permanent
Location: Merseyside (hybrid)
Industry: Not-for-Profit
Salary: £51,000
Benefits:
- 25 days annual leave, rising to 30 days over time (plus bank holidays on top)
- Enhanced employer contributions to pension
- Flexible working policies
- Help towards health expenses
- Enhanced maternity and paternity leave
- Training budgets for personal development
Job Summary:
We are seeking an experienced Service Delivery Manager to join our team at Gravitas Recruitment Group Ltd. As a strategic leader, you will be responsible for driving the performance of our service desk function, ensuring it meets the needs of our business stakeholders.
Key Responsibilities:
- Create and manage Service Level Agreements (SLAs) to ensure alignment with business objectives
- Engage with key stakeholders to understand their needs and identify opportunities for service improvement
- Review and optimize Key Performance Indicators (KPIs) to ensure they are fit for purpose
- Develop and maintain a positive, helpful service desk culture
- Reduce the number of regular issues and improve overall service quality
- Support the business in becoming more self-sufficient through the development of a self-service model
Requirements:
- Proven experience in service delivery management, preferably in a not-for-profit organization
- Strong leadership and stakeholder engagement skills
- Ability to analyze data and make informed decisions
- Excellent communication and interpersonal skills
- Experience with service desk software and tools
What We Offer:
As a Service Delivery Manager at Gravitas Recruitment Group Ltd, you will have the opportunity to work with a talented team, contribute to the success of our organization, and develop your skills and expertise in a dynamic and supportive environment.
