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Service Delivery Manager MSP

vertex-it-solutions
Job LocationBirmingham
EducationNot Mentioned
Salary£50,000 - £60,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

Position: Service Delivery ManagerReports to: Operations DirectorCompany:Our client are an established and award winning MSP who are continually building upon the growth of the organisation. They deliver fully managed IT services to a range of client based in the UK and globally 24 hours a day, 365 days per year. Due to their ongoing success, they are now looking for a Service Delivery Manager (SDM) who will be responsible for the efficiency and management of the service desk ensuring that it reaches the optimum performance of the clients’ contractual agreements.Responsibilities in brief:

  • Responsible for the day-to-day operational activities delivered by the Service Delivery team
  • Manage the efficiency operations of the service desk making sure that SLA’s are met
  • Act as the main contact for all clients’ key enquiries
  • Ensure all clients’ contractual agreements are met and delivered to highest of standards
  • Generate weekly, monthly and quarterly reports to be presented to the Senior management team
  • Drive the team’s performance, conduct appraisals, training, performance reviews and be involved in the recruitment process
  • Act as an escalation point for the customer
  • Update clients’ and communicate on a regular basis with the process of their ongoing ticket
    • Requirements:
  • Minimum of 5 years’ experience within the IT sector
  • Minimum of 3 years’ Service Desk Management experience
  • Technical experience and knowledge of Cloud products, NOC and infrastructure
  • Experience working within a Managed Service Provider (MSP)
  • Excellent verbal and written communication
  • Excellent customer service and problem solving abilities
  • Experience working with supplies and 3rd parties
  • Highly commercial within the IT sector
  • Highly organised, efficient, ability to work autonomously and driven to excel
  • ITIL certification highly desirable
    • Additional information:
  • The role may require you to work shift patterns
  • Microsoft certifications would be an advantage
    • Required skills
  • Customer Service
  • Management
  • Problem Solving
  • Service Desk
  • Operational Activities

    • Keyskills :
    Customer Service Management Problem Solving Service Desk Operational Activities

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