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Technical Support Lead

2 months ago


Belfast, United Kingdom PA Consulting Full time

About PA Consulting

At PA Consulting, we believe in the power of creativity to shape a positive future for humanity. Our diverse team of experts combines innovative thinking and cutting-edge technology to drive progress across various industries. With a global presence, we are committed to bringing creativity to life.

The Role: Technical Service Delivery Manager

We are seeking a highly motivated Technical Service Delivery Manager to enhance the customer experience for our innovative products and platforms. In this role, you will be responsible for developing robust support processes and ensuring customer satisfaction across diverse sectors. Collaboration and communication within the team are essential as we strive to deliver exceptional service and drive growth.

Your Responsibilities:

  • Develop and implement efficient technical support processes to ensure seamless customer experiences.
  • Manage relationships with enterprise organizations, acting as a primary point of contact for technical support inquiries.
  • Collaborate with internal teams to resolve complex technical issues and implement solutions.
  • Monitor service delivery performance, identifying areas for improvement and implementing corrective actions.
  • Stay abreast of industry best practices and emerging technologies in the IT sector.

Your Skills and Experience:

  • In-depth knowledge of ITIL framework and its application in service delivery management.
  • Familiarity with Agile methodologies and their implementation in software development lifecycles.
  • Proven experience managing relationships with enterprise clients, understanding their technical needs and delivering tailored solutions.
  • Strong analytical and problem-solving skills, with the ability to identify root causes and implement effective solutions.
  • Proficiency in ServiceNow, Jira, and Confluence for service management and collaboration.

Our Values:

At PA Consulting, we value diversity and believe that it drives creativity. We are dedicated to creating an inclusive culture where all individuals can thrive and contribute to our success. Our comprehensive benefits package includes private healthcare, generous annual leave, a company pension scheme, and opportunities for personal and professional development.