Service Delivery Operations Manager

1 month ago


Cardiff, Cardiff, United Kingdom Creditsafe Full time

We are seeking an experienced Service Delivery Operations Manager to join our team in Cardiff. This is a full-time position that requires the individual to be present in the office throughout the week.

Creditsafe operates as a privately owned company with an independent mindset, driven by a vision to provide valuable insights to businesses worldwide. Our industry-leading solutions empower companies to become stronger, grow faster, and thrive.

The successful candidate will oversee the day-to-day operations of the Deskside Engineering team across our global offices, providing maternity cover for the current Deskside Engineering Manager. After the maternity cover period, the role will expand to support the Head of Service Delivery in overseeing the wider Service Delivery function.

Key responsibilities include:

  • Leading the Deskside Engineering team to deliver high-quality support and ensure customer satisfaction.
  • Encouraging the use of Artificial Intelligence to enhance team productivity and efficiency.
  • Developing training programs and documentation to empower staff to find solutions independently.
  • Creating and improving service management processes to increase efficiency.
  • Acting as a point of escalation for service issues, collaborating with the team to resolve complex challenges.
  • Supporting team members' professional growth through coaching and mentoring.
  • Working with other departments to align service management activities with company goals.

Required skills and qualifications include:

  • Experience in IT support with a background in team leadership or management.
  • Proficiency in Windows and Mac operating systems, Office applications, hardware troubleshooting, and network fundamentals.
  • Certifications such as ITIL, Lean Six Sigma, CompTIA A+, or MCP are advantageous.

The salary for this position is estimated to be around £55,000 - £65,000 per annum, depending on experience. Benefits include a competitive salary, company laptop, bonus scheme, 25 days of annual leave plus bank holidays, hybrid working model, healthcare and company pension, cycle-to-work scheme and wellbeing program, global company events, e-learning and career progression opportunities.



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