IT Service Delivery Manager

1 month ago

Manchester, United Kingdom ECS Resource Group Full time
Job Title: IT Service Delivery Manager

We are seeking an experienced IT Service Delivery Manager to join our team at ECS Resource Group. As a key member of our Managed Network IT Solutions business, you will be responsible for ensuring the efficient delivery of services and maintaining client satisfaction.

Main Responsibilities:
  • Client Relationship Management: Manage client relationships, ensuring clients receive the services they expect, and addressing any issues or concerns that may arise during service delivery.
  • Service Quality Assurance: Oversee the quality of services provided, ensuring they meet established standards and that customers are satisfied with the service levels.
  • Service Development: Continuously seek to develop services and make improvements, extending all services to existing and new stakeholders.
  • Staffing and Staffing Development: Ensure smooth handling of ITIL Processes by IT Support Teams.
  • Quality Assurance: Plan and organise service delivery effectively and efficiently, run routine and pre-planned meetings with the customer and management.
  • Ensuring ITIL Principles: Follow ITIL principles to ensure efficient service delivery.
  • Service Improvement: Identify opportunities for service improvement, efficiency enhancement, and cost reduction.
  • Performance Monitoring: Monitor the performance of service teams and track key performance indicators (KPIs) to assess the effectiveness of service delivery.
  • Problem Resolution: Resolve any issues or disputes that may arise during service delivery, ensuring clients' concerns are addressed promptly and effectively.
  • Communication Skills: Strong communication skills are essential for interacting with clients, team members, and stakeholders effectively.
  • Problem-Solving Skills: Analyse complex problems and develop solutions.
  • Reporting: Provide monthly reports and calls, including in-depth reporting on SLAs and monthly service reviews on overall performance.
  • Quarterly Service Review Meetings: Review performance on a quarterly basis and review IT strategy over the coming months.
  • Operational Planning: Deliver support services effectively and efficiently.
  • Infrastructure Services: Ensure infrastructure services are available during core operational times for given areas of responsibility.
  • Problem Handling: Follow agreed processes and procedures for handling problems and major incidents, dealing with priority one incidents and escalating immediately to management.
  • Incident Resolution: Take ownership and apply measures necessary to achieve a permanent solution for recurring incidents with significant repercussions.
  • Benchmarking and Analysis: Benchmark, analyse, report on, and make recommendations for the improvement and growth of IT Service Delivery and its customers.
  • Professional Development: Keep current with ITIL best practice, service industry, and educational developments.
  • Policy Implementation: Assist in the implementation of all IT policies and procedures, especially those for service provision.

Qualifications:

  • University degree or college diploma in computer science or equivalent work experience.
  • Good knowledge of service and application delivery, as well as successful service level agreement accomplishments.
  • Understanding and preferable experience of ITIL processes and service delivery software.
  • A very analytical mind, able to tackle problems from different angles and make decisions quickly.
  • Strong communication and negotiation skills.
  • Advantageous to have good understanding and experience of project management principles.

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