Service Delivery Manager
6 days ago
**Service Delivery Manager - Sidcup - £50,000 - £60,000 (D.O.E) + Excellent Benefits**
**Organisation**:
An excellent and exciting opportunity has arisen with an award winning managed service provider for an SDM who will be responsible for leading the service desk function and ensuring it maintains its exceptional levels of service and support across 100+ sitesfor various industry sectors.
**Role & Responsibilities**:
- Ownership of the Service Desk support function, responsible for the smooth daily operational running of the team
- To build and develop upon the existing IT service desk environment and the Service Desk Team, to ensure Service Desk targets are achieved
- Managing and directing the daily activities of the department
- Influencing the development and administration of the services to improve the effectiveness and efficiency of delivering support services
- Manage and report on the metrics to indicate the performance of IT service
- Define, review, assess and implement SLAs, processes and procedures
- Working closely with the Consultancy and Pre-Sales teams
- Regular presentation of reports and department performance statistics to Leadership Group and at monthly Managers Meetings
**Essential Skills & Experience**:
- Previous experience working for MSP
- Proven experience managing a large MSP service desk function
- ITIL- incident/major incident and problem management
- MSP platform experience - Datto/Autotask or ConnectWise (or similar)
- Familiar with MSP tools for reporting and documentation - IT GLUE, BrightGauge
- Excellent communication, customer service, interpersonal, written and presentation skills
- Good hands-on and relevant technical experience required from previous technical roles
- Overall understanding and knowledge of IT systems and technologies
**Package**:
- Salary - £50,000 - £60,000 (D.O.E)
- Excellent benefits package
- 25 days holiday + bank holidays
**Service Delivery Manager - Sidcup - £50,000 - £60,000 (D.O.E) + Excellent Benefits
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