Service Management Leader
3 hours ago
Job Overview:
We are looking for a highly experienced Service Management Leader to join our team at CV-Library. As an IT Service Delivery Manager, you will be responsible for delivering exceptional services to our internal and external customers.
The successful candidate will have strong leadership skills, with experience in managing teams and driving operational excellence. You will work closely with the IT team to align and embed best practices, processes, tools, roles, and responsibilities.
Responsibilities:
- Lead the service desk team to ensure efficient incident and response services for platforms and applications.
- Develop and maintain strong relationships with key third-party providers to ensure high-quality services.
- Evaluate team member performance and provide constructive feedback.
- Develop and implement training plans to enhance team members' skills and knowledge.
- Continuously seek opportunities to improve support services through process improvement, self-service, or automation.
- Maintain a comprehensive knowledge base to support team members in resolving incidents and service requests.
- Act as an escalation point out of hours for major incidents.
- Provide regular reports on service metrics to management.
Requirements:
- Proficiency in MS Office (Excel, Word)
- Experience in team leading or line management
- Strong IT technical knowledge
- Customer-facing or customer service experience.
What We Offer:
- Competitive salary: £42,500 - £45,000 per year
- A range of benefits, including company events, company pension, cycle to work scheme, discounted or free food, free parking, on-site parking, and store discount.
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