IT Support Delivery Manager
1 month ago
We are seeking an experienced IT Support Delivery Manager to play a key part in ensuring the seamless delivery of high-quality support services across our business-critical applications.
The successful candidate will collaborate closely with Infrastructure, Security, Development, and Solution Architecture teams to manage and enhance the support for enterprise systems.
Key Responsibilities- Service Reporting: Produce and present Monthly Status Reports (MSRs) for applications supplied by vendors, including KPIs, risk assessments, and call analysis.
- Stakeholder Collaboration: Coordinate monthly service reviews and manage communication with stakeholders on service performance and resolutions.
- Team Oversight: Lead and coordinate support teams, including IT Service Desk, Level 2 & 3 Support, Infrastructure & Security, Data & Analytics, Development teams, and external vendors.
- Performance Management: Monitor service-level KPIs, implement problem management and change control processes, and prioritise workloads to meet service requirements.
- Change Management: Review and document changes to Service Management Plans and oversee service transitions with stakeholders.
- Auditing & Compliance: Facilitate audits, ensure adherence to service management procedures, and manage customer satisfaction initiatives.
- Proven Experience: Proven experience in IT Service Management with a focus on end-to-end support environments.
- Deep Understanding: Deep understanding of Service Management, Transition, and Application Support processes.
- Familiarity: Familiarity with hosting/infrastructure environments, quality, and risk management.
- Customer Service Ethos: Strong customer service ethos, with excellent communication and presentation skills.
- ITIL/ITSM Frameworks: Demonstrable experience with ITIL/ITSM frameworks and tools (e.g., ServiceNow, Jira).
- Project Management Certifications: Project Management certifications (e.g., PMP, PRINCE2) are advantageous.
- Collaborative Team Environment: A collaborative and forward-thinking team environment.
- Professional Development Opportunities: Opportunities for professional development, training, and career progression.
- Hybrid Working Model: A hybrid working model offering flexibility and work-life balance.
The estimated salary for this role is £60,000 - £80,000 per annum, depending on experience.
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