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Service Delivery Manager

2 months ago

Blackburn, United Kingdom Peel Technical Full time
Job Description

**Service Manager Role at Peel Technical**

We are seeking an experienced Service Manager to join our team at Peel Technical. As a Service Manager, you will be responsible for overseeing the delivery of reliable IT and telecom services, ensuring an exceptional customer experience.

Key Responsibilities:

  • Manage the IT and Telecoms support and operations teams, providing guidance on troubleshooting, customer service, and acting as an escalation point.
  • Oversee the day-to-day operations ensuring optimal service levels and uptime.
  • Act as a lead or escalation point for major incidents and service outages, conducting analysis and implementing corrective measures to prevent recurrence.
  • Oversee Project Management of large installations.
  • Act as the technical and operations lead for a number of defined accounts, managing agreed customer operations meetings.
  • Monitor and ensure compliance with SLAs, performance metrics, and KPIs for all IT and telecom services.
  • Coordinate with a number of relevant suppliers and service providers to ensure contractual obligations are met.
  • Ensure the engineering teams are fully trained on all products and services with the necessary accreditations if appropriate.
  • Manage existing and introduce relevant accreditations and certifications to support company strategy.
  • Ensure services comply with industry standards, regulations, and best practice.
  • Ownership of the internal infrastructure and relevant DR plans.
  • Collaborate with senior leadership to align IT and Telecom strategies within the business, identifying areas for improvement or upgrade.

Requirements:

  • 4+ years of experience in service management within the IT services industry.
  • Ideally degree qualified, relevant subject.
  • Proven track record in managing teams and projects.
  • Strong understanding of IT products and services, particularly the Microsoft Suite.
  • Strong problem-solving skills with an attention to detail.
  • Proficiency in CRM software and Microsoft Office Suite, ideally ConnectWise.
  • Excellent verbal and written communication skills, with the ability to liaise effectively with both technical and non-technical stakeholders.