Service Delivery Manager

£65,000 | Coventry | Permanent
Posted 25 days ago

Job Title Service Delivery Manager
Employment type: Permanent
Location: Midlands plus occassional travel
Responsible for: Service Delivery staff (UK, France & Switzerland)

Purpose of the role;

Main purpose of this role is to provide leadership for the European Service Delivery function. To ensure that operational requirements for IT services are understood, thoroughly documented and delivered throughout the service lifecycle. Ensure that the team has the necessary management processes, organization structure and people skills, and governance mechanisms to keep business stakeholders up to date with performance.
To promptly identify risks and issues in a timely manner and provide proposals for mitigation and corrective actions as required.
Due to the global nature of this role it is important that you are willing to work outside of normal UK working hours on occasion.

Responsabilities include;

• Leads the team(s) that provide day-to-day consultation, training, instruction, trouble-shooting and problem-solving to computer users
• Assists in managing vendor solutions for delivery and support of applications and systems
• Ensures resources are leveraged appropriately to meet commitments, while maintaining high quality of service
• Recommends changes or enhancements in available information technology or equipment as prompted by feedback via the user support function
• Tracks and analyzes metrics; identifies areas of need and creates strategies to enhance end-user capacity and minimize reliance on support personnel
• Leads and directs work for team of employees as defined by business needs
• Manages staff selection, performance, development and training processes to ensure team competencies and capabilities to reach the business goals and expectations
• Other responsibilities as assigned
• Consistent exercise of independent judgment and discretion in matters of significance
• Regular, consistent and punctual attendance is required. May need to work nights and weekends, variable schedule(s) and additional hours as necessary
• Strong managerial experience and knowledge that span the Information Service Delivery Function
• Experience developing tactical methodologies, enhancing/maintaining processes and ensuring compliance to standard processes across the Information Services Delivery
• Solid analytical skills and judgment to proactively identify and solve increasingly complex problems
• Strong attention to detail, good organizational skills and the ability to prioritize with changing situations
• Excellent interpersonal, verbal and written communication skills to drive tasks to completion
• Proficient in Microsoft Office Suite and database management tools


Key Skills:
• Service Level Management
• Supplier Management
• ITIL Lifecycle – Incident, problem, reporting
• IT governance


Job Title Service Delivery Manager
Employment type: Permanent
Location: Midlands plus occassional travel
Responsible for: Service Delivery staff (UK, France & Switzerland)

For more information about this role, please contact:

Andy Banks

andy.banks@itqesm.com
01442 509 072

See Andy Banks's jobs
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