Service Delivery Expert
3 weeks ago
About the Role
We are seeking a highly skilled Service Delivery Expert to oversee efficient service delivery across multiple locations. This office-based role in Hemel Hempstead involves coordinating team efforts, standardising processes, and ensuring that service performance aligns with organisational goals.
The ideal candidate will bring ITIL certification and a background in managing service delivery across multi-site operations, with an emphasis on adherence to SLAs and promoting continuous improvement.
Key Responsibilities:
- Lead and manage service delivery teams across locations, including service desk operations.
- Ensure timely and effective customer issue resolution, meeting established SLAs and OLAs.
- Develop and enforce standardised procedures for consistent service delivery.
- Regularly monitor and analyse performance metrics to identify areas for improvement.
- Manage SLA breaches, implementing corrective actions to prevent future occurrences.
- Act as the primary escalation point for customer issues, providing prompt resolutions.
- Foster a supportive team culture, encouraging productivity and high morale.
- Maintain accurate documentation of service processes and procedures.
- Build strong customer relationships, ensuring a high level of satisfaction.
- Conduct site visits to ensure compliance with company standards.
- Provide training opportunities for team members to support their professional growth.
Essential Skills and Qualifications:
- Minimum 5 years of experience in service delivery management or similar roles.
- Proven track record managing service desks across multiple sites.
- Strong leadership, communication, and team management skills.
- Proficient in support software, with expertise in SLA management and performance analysis.
- Exceptional customer focus and problem-solving skills, with the ability to manage challenging situations.
- Analytical abilities for interpreting performance data and conducting root cause analysis.
Estimated Salary: £55,000 - £65,000 per annum
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