|Location: Guildford ,Surrey||Job sector: IT & TechnologyPermanent Jobs|
|Job type: Permanent|
IT Service Delivery Manager
To oversee a number of key functions within the IT department that enable the delivery of a high quality service to end users, and ensures Service Support and Service Delivery processes are in place to meet the needs of the business.
To establish and manage expectations within the business and lead the IT Service Delivery team to achieve those expectations to the Service Levels required.
Manage the team, including recruitment, mentoring, training, target setting and performance review.
Maintain high performing service support functions including IT Service Desk, Desktop Support and VIP Support
Owner of the Incident, Service Request, Change & Escalation processes, ensuring high levels of performance in these processes, accurate reporting & establishing service improvement activities as required.
As owner of the escalation process, take ownership of major Service and Support incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Perform trend analysis to help better understand key areas for improvement
Champion Service and Support in projects and develop a strong understanding of projects impacting service area, ensuring impact is minimised.
Work with managers to ensure their needs are being met and that the Service Desk are being pro-active with providing appropriate IT services.
Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
Drive internal and third party service review meetings covering performance, service improvements, quality and processes.
Ensure that training services are in place to educate employees on how to use IT services and business tools.
Manage the client computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security as standards evolve.
Ensure that patching and anti-virus updates are carried out promptly.
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
Skills & Experience
ITIL or equivalent IT Service Management (ITSM) qualification
Able to demonstrate the ability to undertake the above responsibilities
Experienced Service Management professional
Previous experience as a Team Lead or Service Management/ Support in a diverse environment of incident management and escalation procedures.
Experience of managing 3rd parties and 3rd party delivered services
Good knowledge of ITIL disciplines
A passion for Service Improvement
Good leadership and people management skills
A willingness to support and mentor junior staff
Good customer facing/customer service skills
Able to demonstrate a high degree of flexibility including shift and out of hours working
Good organisational skills
Able to manage sensitive and sometimes confidential information
Self-motivated and able to take responsibility
Able to manage and prioritise tasks and time efficiently
Able to demonstrate initiative and a proactive approach to daily tasks
Good working knowledge of the Windows desktop operating systems, networking and common applications
Proven abilities in diagnostics and troubleshooting
Proven knowledge of PC hardware
Understanding of Active Directory
Experience of virtualisation, including Desktop, and its benefits
Search Recruitment Ltd is acting as an Employment Agency in relation to this vacancy
"Due to the high volume of applications we currently receive, we are unable to respond to all candidates. If you do not hear from a Consultant within 5 working days unfortunately you have been unsuccessful on this occasion".