IT Service Delivery Manager
4 weeks ago
About Us:
Gold Group Limited is a distinguished leader in the engineering industry, dedicated to delivering innovative solutions and pioneering projects. Our commitment to excellence has earned us a strong reputation, and we're looking for a talented IT Service Delivery Manager to contribute to our continued success.
The Role:
As an IT Service Delivery Manager, you will be responsible for managing IT workplace services through effective contract management with suppliers, addressing incidents and requests, and escalating issues when necessary. You will be a visible and approachable point of contact for users, managing service issues and maintaining customer confidence.
Key Responsibilities:
- Managing IT workplace services through effective contract management with suppliers, addressing incidents and requests, and escalating issues when necessary.
- Being a visible and approachable point of contact for users, managing service issues and maintaining customer confidence.
- Overseeing IT Customer Services and Infrastructure performance against SLAs, taking corrective actions when required, and providing feedback to Line Management.
- Managing Customer Service Reviews with customers and suppliers, ensuring successful delivery of services and identifying value-add activities.
- Identifying areas for service improvement and developing improvement plans in collaboration with the wider Service Delivery Team.
- Assisting in contract renewal and negotiations for Customer Service and Infrastructure management.
- Supporting the administration of IT services, including mobile telephony billing, eRequisitions, e-catalogue management, and maintaining the intranet.
- Collaborating with the CS&I Programmes and Solutions teams to support project delivery, escalate issues, and offer pragmatic solutions.
- Contributing to Incident, Change, and Problem Management processes, helping prevent business interruptions.
- Working closely with the Facilities Management team on site moves and redevelopments, ensuring uninterrupted service delivery.
Requirements:
- Strong customer care skills, with experience supporting business-critical users.
- Proven contract and supplier performance management skills, with a focus on building strong partnership relationships.
- Broad understanding of IT technologies and services across different sectors.
- Knowledge of Commercial, Customer Support, Manufacturing, Technical, Engineering, and HR activities, especially in relation to IT support.
- Familiarity with RFI/RFP activities and contract negotiations.
How to Apply:
Apply now to showcase your expertise and passion for IT.
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