Senior Service Delivery Manager

3 weeks ago


Twickenham, United Kingdom https:www.energyjobline.comsitemap Full time

A leading public safety client of ours is currently seeking a Senior Service Delivery Manager to join their team on a permanent basis. In this role, you will be responsible for leading the UK Public Safety Customer Service Engineering team, including resource management, capability and knowledge building, setting priorities, and developing the individuals in the team to achieve their potential.

Main Responsibilities

  1. Working closely with our Customer Service Managers to ensure the engineering team is focusing on the right priorities to achieve SLAs and customer satisfaction.
  2. Communicating with and responding to customers about technical service incidents, events, and requests.
  3. Collaborating with our engineering teams in the UK, Vienna, and the wider global organisation to manage new services into live, decommission services, and defect management.
  4. Delivering change requests into live services.
  5. Collaborating with the Product Management team on continuous product improvement based on customer feedback.
  6. Planning, implementing, resourcing, and delivering system and software updates/upgrades.
  7. Collaborating with the Service Engineering team in Vienna to ensure best practices are applied, and the UK team has confidence and competence in the Service Engineering tools and processes.

Requirements

  1. First and/or second line support in an enterprise environment.
  2. Microsoft operating platforms, including cloud-based services.
  3. Team leadership and people management.
  4. ITIL processes in a support environment.

Key Qualities

  1. Customer and service-focused.
  2. Able to travel regularly, both within the UK and to Vienna HQ.


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