Director of Service Delivery

Nottingham, Mansfield, United Kingdom

Full Time

UK - Information Technology

Senior Manager/Supervisor

About Us:

Thrive is a rapidly growing technology solutions provider focusing upon Cloud, Cyber Security, Networking, Disaster Recovery and Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon "next generation" services help us stand out amongst our peers. Thrive is on the look-out for individuals who don't view their weekdays spent at "a job" but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you're attracted to a "work hard, play hard" environment, seeking the guidance, training and experience necessary to build a lucrative career, then welcome to THRIVE

Position Overview

As Director of Service Delivery, the ideal candidate will be responsible for leading our technical support management and engineering teams in providing excellent customer service and resolving all technical issues. This person should have a solid technical background combined with customer service expertise. A problem-solving attitude with an ability to motivate an engineering team to achieve specific goals are essential skills to perform well in this position. Ultimately, you should be able to ensure high quality technical support and increase client satisfaction.

Responsibilities

• Responsible for leading and managing our UK support PODs, Global 01 and Field Services teams.
• Motivate and coach both management and individual contributor level team members to achieve departmental goals and drive excellent and consistent customer service.
• Lead Thrive's managed services team from customer service, technical and career development perspective.
• Continue to scale service team(s) through growth ensuring consistent and seamless client service experience.
• Ensure managed services team is working toward departmental goals in the most efficient and effective manner.
• Ensure managed services team meets or exceeds all service level agreements from email, phone, event, incident, problem, and change management process.
• Conduct annual performance reviews for all managed services direct reports.
• Uphold procedural requirements related, but not limited to prioritisation, communication, documentation and escalations.
• Continually follow best practices through the entire technical support process.
• Follow up with customers to identify areas of improvement and provide customer feedback to the appropriate internal teams and management.
• A point of escalation for managed services, customer service and technical issues.
• Work closely with supporting teams to help identify opportunities for improvement and drive solutions that will ensure effective and efficient service delivery.
• Identify opportunities for procedural enhancement and work with service leadership to develop and implement enhancements.
• Ability to adjust priorities to balance responsibilities in a fast-paced environment.
• Available to work outside of standard hours when necessary or as part of on call rotation if applicable.

Qualifications

• Bachelor's degree in information technology or related discipline preferred, or equivalent combination of education and relevant work experience
• 3-5 years of managerial experience; call centre or managed services experience preferred.
• Experience leading management and individual contributor level teams preferable.
• Technical subject matter expert on Managed Service Provider (MSP) products as they relate to Thrive's service catalogue.
• Experience managing complex projects, clients, partners, and organizations.
• ITIL certification and practice preferred.
• Proven experience managing remote resources and large teams.
• Strong analytical and problem-solving skills.
• Forward thinking, not afraid to challenge the norm.
• Proficiency in using data analysis tools and methodologies.
• Effective communication and interpersonal abilities.
• Proficient in using Microsoft Office Suite (Word, Excel, PowerPoint, Outlook).
• Strong written and verbal communication skills.