Service Delivery Manager - MSP in Hemel

Artemis Recruitment Ltd
Hemel Hempstead
Up to £62,000 per annum
12 Oct 2016
20 Oct 2016
Contract Type
My client is a burgeoning Managed Service Provider in Hemel, offering a first class service to an established client base that is set for a further sustained period of growth. The best roles in technology are the ones where the business model is changing and continually evolving meaning that the technology has to mutate with that to propel it to the next level. They now seek a seasoned Service Delivery Manager as part of this growth. Do you want to be part of it? The Service Delivery Manager is responsible for the operational management of the Service Desk and Operations functions which provide a critical service to the company and its clients. The primary aim of the role is to ensure the Service Desk delivers a consistent, efficient and positive user experience within agreed SLA timescales and Operations maintains the availability and performance of deployed services. Essential Responsibilities Ensuring the Service Desk delivers extremely high levels of customer service with correspondingly high levels of customer satisfaction; Ensuring Operations maintains the availability and performance of all managed systems; Ensuring all tickets are completed within agreed SLA timescales; Ensuring all managed systems meet agreed Availability levels; Ensuring all policies, standards and processes are adhered to; Ensuring the reputation of the Managed Services Business Unit is upheld and maintained; Managing the Availability Management, Capacity Management and Problem Management roles in accordance with ITIL definitions; Managing the Business Relationship Managers; Managing the Service Desk and Operations team leads; Taking overall responsibility for the Service Desk and Operations teams; Acting as a final escalation point where difficult or controversial calls are received; Building personal relationships with key client personnel; Communicating with stakeholders as required, keeping them informed of incident progress, notifying them of impending changes and service outages; Analysing user satisfaction surveys and identifying opportunities for service improvement; Devising coaching, mentoring and training strategies to help nurture and develop teams and individuals, participating where required in 1:1s and performance appraisals; Developing and reporting on meaningful KPIs to measure and drive performance against the company's key strategic goals; Producing and presenting management reports to the Senior Management Team; Developing and managing SLAs with external customers; Developing and managing OLAs and underpinning contracts with internal teams and external service providers; Performing briefings to the Service Desk and Operations team leads on changes or deployments; To be proactive, innovative and to take clear ownership for your areas of responsibility. Additional Duties Can be provided to appropriate candidates applying for the Service Delivery Manager role Additiional Duties will be provided to relevant candidates at the appropiate time. Knowledge, Skills and Abilities Required To perform the job successfully, the Service Delivery Manager must be able to excel at each essential duty. The Service Delivery Manager should meet all of the following requirements: Extensive ITIL experience holding an ITIL Foundation certificate and ideally at least one intermediate certificate; A minimum of three years' experience managing a Service Desk; Experience in managing diverse personalities with varying skill levels; Experience in managing high performance teams; Experience in delivering exceptional results. The Service Delivery Manager must also have proven experience of the following technologies: Microsoft Desktop Operating Systems; Microsoft Productivity Suites; Microsoft Server Operating Systems; Active Directory; Microsoft Exchange; Networking; Security The Service Delivery Manager should also have the following abilities: An extreme customer-centric outlook; A get things done, make things happen attitude; Excellent interpersonal skills: such as telephony skills, communication skills, active listening and customer-care; Strong organisational, presentational and customer service skills; Strong empathy and diplomacy skills; Skill in planning and preparing written communications; Ability to multi-task and adapt to changes quickly; Ability to work in a team and communicate effectively; Service awareness of all organisation's key IT services for which support is being provided; Understanding of support tools, techniques, and how technology is used to provide IT services; Be self-motivated with the ability to work in a fast moving environment. If you are a Service Delivery Manager or IT Manager/Director that has come from a hands on brackground with ITIL awareness we are keen to hear from you. Service Delivery Manager Service Manager IT Manager ITIL Windows Server This job was originally posted as