Information Technology Service Delivery Manager

6 days ago

Edinburgh, United Kingdom Workflo Solutions ® Full time

Job description

Service Delivery Manager - business technology (IT, Managed Print, & Hosted Telephony)

About us

Workflo Solutions is a company in Livingston EH54 5FD. We are fast-paced, demanding and fun, and our goal is to be the leading managed service provider in the UK.

Role Summary

We are seeking an experienced and proactive Service Delivery Manager to oversee and manage our Managed Service Delivery to circa 1000 clients.

This role will be critical in improving helpdesk management, reducing ticket backlogs, and ensuring high client satisfaction.

The Service Delivery Manager will play a pivotal role in implementing efficient processes, defining and tracking KPIs, driving team performance, and ensuring successful project delivery.

Key Responsibilities

- Operational Management

Oversee the day-to-day operations of IT support, managed print, hosted telephony, and other technology services, for customers.

- Helpdesk Oversight

Ensure efficient helpdesk operation, reducing ticket backlog and improving response/resolution times.

- Process Development

Design, implement, and optimise service delivery processes and best practices to enhance efficiency and effectiveness across all teams.

- KPI Definition and Monitoring

Establish and monitor Key Performance Indicators (KPIs) to track and improve staff performance, client satisfaction, and operational efficiency

- Performance Management

Conduct regular performance reviews, provide constructive feedback, and develop action plans for improvement as necessary.

- Training & Development

Identify training needs and organise programs to ensure continuous staff development, skill enhancement, and knowledge sharing.

- Disciplinary Procedures

Address performance issues, conduct disciplinary meetings, and take appropriate corrective actions, maintaining clear documentation.

- Project Management

Oversee client projects to ensure they are completed on time, within scope, and to a high standard of quality. Serve as the main point of contact for project-related updates and issues.

- Client Engagement

Act as an escalation point for client concerns, fostering strong relationships and ensuring client satisfaction with our services.

- Collaboration with MD

Work closely with the Managing Director to align operational objectives with business goals and provide regular updates on team performance and service delivery.

Key Requirements

- Experience

Proven experience in a service delivery, technical operations, or IT management role, preferably within a Managed Service Provider (MSP) environment.

- Technical Knowledge

Strong understanding of IT support processes, managed print services, hosted telephony, and related technology solutions.

- Leadership Skills

Demonstrated experience managing technical teams, setting performance goals, and conducting training and disciplinary processes.

- Process Improvement

Ability to develop and refine operational processes to improve service efficiency, reduce response times, and increase client satisfaction.

- Project Management

Strong project management skills, with experience in planning, executing, and monitoring multiple client projects concurrently.

- Communication Skills

Excellent communication skills, with the ability to manage client expectations, communicate effectively across teams, and present to senior leadership.

- Analytical Abilities

Strong data-driven mindset, capable of analysing KPI data and other performance metrics to inform decision-making and process improvements.

- Problem-Solving

Proactive in identifying and addressing operational challenges with effective, practical solutions.

Desired Qualifications

- Degree in IT, Computer Science, or a related field (preferred).

- Relevant certifications in ITIL, Service Management, or Project Management (such as ITIL Foundation, PMP, or PRINCE2).

- Experience with helpdesk management tools, project management software, and performance monitoring systems.

Why Join Us?

- Impactful Role

Play a critical role in enhancing our service delivery, directly influencing client satisfaction and business growth.

- Career Development

Opportunity for professional growth, with ongoing training and the potential for expanded leadership responsibilities.

- Dynamic Environment

Work in a fast-paced, client-focused environment where your skills and contributions are valued and rewarded.

Salary £37,000 to £42,000 DOE

Benefits:

  • Company events
  • Company pension
  • Employee discount
  • Gym membership
  • On-site parking
  • Private medical insurance

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