Service Delivery Manager

6 days ago


Newcastle Upon Tyne, United Kingdom Forfusion Ltd Full time

About the Role

We're seeking a highly motivated and experienced Service Desk Manager to join our team at Forfusion Ltd. As a key member of our Managed Services team, you'll be responsible for supervising and motivating our Service Desk team members, managing customer support, and ensuring service levels are achieved.

Key Responsibilities

  • Supervise and motivate the Service Desk team members on a daily basis.
  • Manage the support to customers (internal and external) and ensure service levels are achieved.
  • Responsible for ensuring staff meet and exceed performance expectations, meet defined metrics/benchmarks, and follow standards and processes.
  • Provide leadership to the Service Desk team and contribute to the successful delivery of world-class IT Managed Services to our customers.
  • Act as the escalation point for all requests, incidents, and problems.
  • Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders, and post-incident review.
  • Obtain training material for support staff from all areas of the business, storing within the knowledge base.
  • Monitor the work pipeline and identify potential shortages in time and skills.
  • Provide data and reporting of KPIs, SLAs, and trends monthly, quarterly, and ad-hoc as needed.

Requirements

  • Minimum 7 years of relevant experience in a support desk engineering or similar technical role.
  • One to three years of managerial experience and professional experience and/or certifications.
  • Exceptional customer service capability.
  • Demonstrate previous working experience involving the leadership of Support Desk teams and mentoring of peers.
  • Established practitioner of stakeholder management.
  • Strong relationship management experience; ability to interact with people at all levels of the business with the confidence to influence and negotiate, including with customers.
  • Familiarity with Cisco technologies and services around networking, security, data centre, and collaboration.

Why Forfusion?

You're looking for advancement and investment in you. You want to progress with clear milestones which are 100% within your control. When you're stuck, you have the humility to ask for help and feel no shame in doing so. You want to be trained, coached, mentored, challenged, and stretched. You relish a different culture that affords you flexibility, sensible work/life integration, and the chance to be an integral part of a winning team.



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