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Maintain high performing service support functions including IT Service Desk, Desktop Support and VIP Support
Act as owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
Take ownership of major incidents to ensure 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
Champion Service and Support in projects and develop a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed upon
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
Lead the Desktop Management team to continually improve the desktop computing environment
Manage the desktop computing environment to ensure that laptops, PC's and other access devices are built and maintained to high standards of performance and security
Ensure that patching and anti-virus updates are carried out promptly and effectively work with the Technical Design team's evolving standards for hardware, software and security in the desktop environment
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
Provide regular and accurate management reporting on IT Service performance
Effectively deliver/manage Staff Management including recruitment, mentoring, training, target-setting and performance assessment
Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
Skills and Qualifications:
Bachelor’s degree in IT, Computer Science, or other related fields required
Minimum 5 years of experience
Experience in a Service Delivery function, including solid experience of dealing with Customers, and internal teams, typically gained over 3 to 5 years
ITIL qualifications / certifications
MS Office, C suite knowledge
Experience of Customer and supplier relationships, confidence and presence to deal with customers and suppliers both internal and customer facing Education
Experience of managing 3rd parties and 3rd party delivered services
Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
Expert knowledge of ITIL disciplines
Previous experience as a Team Lead or demonstrable experience in leading virtual teams
Excellent leadership and people management skills
Excellent written and verbal communication skills
Willingness to support and mentor junior staff
Excellent customer facing / customer service skills
Able to work under pressure and meet deadlines
Able to demonstrate a high degree of flexibility including shift and out of hours working
Excellent organizational skills
Able to manage sensitive and sometimes confidential information
Self-motivation and able to take responsibility
Able to manage and prioritize tasks and time efficiently
Able to demonstrate initiative and a proactive approach to daily tasks
Full COVID-19 vaccination may be required.
We offer a comprehensive benefit package that you can elect into including but not limited to: Health Insurance (Medical, Vision, Dental), 401k, Basic Life / AD&D, Supplemental Insurances Plans, Paid Time Off Plan, Paid Holiday, Paid Sick Leave plan, FSA / HSA Pre-Tax Benefits, Employee Discounts.
W2 only, no Corp to Corp. We are unable to sponsor H1B visas at this time. **
Full Time
$100k-127k (estimate)
09/11/2024
09/30/2024
excellgroup.com
PAMPISFORD, ENGLAND
200 - 500
1992
DEAN LEROY HILLS
<$5M
The following is the career advancement route for Service Delivery Manager positions, which can be used as a reference in future career path planning. As a Service Delivery Manager, it can be promoted into senior positions as a Project Manager Sr. - Construction that are expected to handle more key tasks, people in this role will get a higher salary paid than an ordinary Service Delivery Manager. You can explore the career advancement for a Service Delivery Manager below and select your interested title to get hiring information.
If you are interested in becoming a Service Delivery Manager, you need to understand the job requirements and the detailed related responsibilities. Of course, a good educational background and an applicable major will also help in job hunting. Below are some tips on how to become a Service Delivery Manager for your reference.
Step 1: Understand the job description and responsibilities of an Accountant.
Quotes from people on Service Delivery Manager job description and responsibilities
They are primarily responsible for supervising department operations, making sure everything runs smoothly so that their customers feel satisfied.
01/24/2022: Grand Forks, ND
Step 2: Knowing the best tips for becoming an Accountant can help you explore the needs of the position and prepare for the job-related knowledge well ahead of time.
Career tips from people on Service Delivery Manager jobs
View more details on Service Delivery Manager salaries across the United States.
03/01/2022: Atlanta, GA
There are some soft skills and hard skills that service delivery managers require to perform their duties.
02/03/2022: Portland, OR
The customer service agent and service delivery manager are always at the forefront of the organization.
02/12/2022: Provo, UT
Manage To Operate Tactically And Strategically.
01/01/2022: Cincinnati, OH
Be The Key To Driving Operational Effectiveness.
02/04/2022: Appleton, WI
Step 3: View the best colleges and universities for Service Delivery Manager.