IT Service Delivery Manager

3 weeks ago

Chippenham, Wiltshire, United Kingdom Good Energy Group Full time
Service Delivery Manager

We are seeking a highly skilled and experienced Service Delivery Manager to lead our Service Desk team and drive continuous improvement in our IT operations.

As a key member of our IT team, you will be responsible for identifying trends in user-reported issues, providing guidance and mentorship to improve team performance, and handling escalations with a strong focus on customer service.

You will also act as the Incident Manager, communicating effectively between IT and the wider business to ensure smooth operations and overseeing IT asset management, procurement, and auditing processes.

Key responsibilities include:

  • Leading the Service Desk team, focusing on coaching, development, and managing escalations.
  • Monitoring service desk software and identifying trends in support tickets.
  • Managing IT assets, including refresh cycles, procurement, budgeting, and hardware deployment.
  • Overseeing IT asset management and procurement, including hardware and software deployments.
  • Acting as the Incident Manager and main contact for IT audit requirements.
  • Creating and maintaining end-user support and training documentation.
  • Participating in new projects, infrastructure improvements, and system upgrades.
  • Collaborating with the wider IT team to meet shared goals and deliver seamless services.
  • Occasionally engaging in manual handling to support IT asset management.
  • Advocating for and modeling the Good Energy culture, promoting customer-centric thinking in all interactions.
  • Ensuring effective communication with internal and external stakeholders.
  • Contributing to managing business risk related to IT operations.
  • Playing an active role in driving team performance and achieving organisational objectives.

To succeed in this role, you will need to be a capable IT leader who can set the standard for your team to follow, and continuously improve performance of the Service Desk. You will be organised and methodical, with great attention to detail and the ability to balance short and long-term objectives.

Essential skills and experience include:

  • Desire to lead and develop a team of Service Desk engineers.
  • Comfort engaging with the wider business to understand needs and support with problem resolution.
  • Organisation, with great attention to detail and the ability to balance short and long-term objectives.
  • Exposure to the configuration of things like Group Policy and MDM.
  • A self-starter who wants to get stuck in, understand what already exists and identify improvements.
  • Able to learn from and share your knowledge with the wider team to support the overall IT function.

Desirable skills and experience include:

  • ITIL and any other relevant IT qualifications.
  • App Support experience.
  • Exposure to Compliance and Information Governance in a regulated environment.
  • Familiarity with Office 365 administration, configuration, and security especially Defender ATP.
  • Entra ID, Group Policy, Exchange OnPrem/Online, PowerShell, IPSEC, patching and VPN config.
  • Knowledge of data, information and cyber security principles and practices.
  • Involvement in BCP and DR planning and implementation.

We offer a range of benefits to support your career development and well-being, including:

  • Great allowances for hybrid working.
  • £500 annual development allowance.
  • 15% annual bonus.
  • Ethical Pension with Aviva.

We are an equal opportunities employer and welcome applications from all qualified candidates.

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