Service Delivery Manager

2 months ago

London, Greater London, United Kingdom HireTalent - Diversity Staffing & Recruiting Firm Full time
Job Title: Service Delivery Manager - Homebased

We are seeking a highly skilled and experienced Service Delivery Manager to lead our service delivery and support desk for a confidential luxury skincare brand undergoing a significant digital transformation.

This is an exciting opportunity to be at the forefront of a major revamp in IT support and service delivery for a prestigious and innovative brand in the luxury skincare industry.

The ideal candidate will have a strong background in IT support and service management, combined with project management skills and the ability to lead and inspire a team.

Key Responsibilities:
  • Lead the service delivery and support desk operations, ensuring high-quality IT support.
  • Manage a revamp of the IT support and service delivery systems, including changing ticketing systems.
  • Oversee the entire IT support team, ensuring effective management of first and second line support.
  • Hands-on involvement in daily service desk activities and ticketing system management.
  • Drive the project to transition from the current ticketing system to a new system.
  • Provide leadership and guidance in a period of significant organizational change.
Requirements:
  • MS Office 365: In-depth knowledge and hands-on experience in managing and troubleshooting Office 365 applications.
  • Experience: 3-4 years in infrastructure engineering, 1-2 years in service desk management.
  • Directly managing the day-to-day operations of the service desk team.
  • Technical expertise in ticketing systems, with a preference for experience in ServiceNow.
  • Managing and mentoring the IT support team.
  • Capacity to work in a high-pressure environment, managing multiple tasks efficiently.
  • Up-to-date with the latest IT trends and practices, and applying this knowledge to improve the service delivery.
  • Budget management for procurement and project management within service desk needs.
  • Experience managing a team supporting approximately 600 internal users, plus external users associated with partner organizations.
  • Strong communication skills for interactions with the C-suite.
  • Experience in migrating to a new ticketing system is a plus.

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