Service Delivery Manager

Job Description

Service Delivery ManagerLocation: Glasgow, G51 1PRSalary: Competitive, DOEContract: Full Time, PermanentAs part of our continued growth, we now have an exciting opportunity for a Service Delivery Manager who will maintain a strong working knowledge of industry standards and best practices via ITIL & ISO.Your responsibilities will include providing the highest level of service, developing client relationships, capturing & reporting critical success factors for our clients along with interactions on security & compliance issues. With strong people skills,you will manage organizational change management across the companys products and servicesDisplaying a can-do attitude & excellent leadership skill, you will have the ability to develop and maintain positive relationships with our clients, re-sellers, vendors & internal teams alike. And, as a member of our talented Leadership Team, you will bepart of the wider company growth and development.Service Delivery Manager - Tasks & Responsibilities:

• Working with Team leads to manage Service Desk services including Incident, Problem & Change Management.
• Continual service improvement planning to reduce recurring issues.
• Project Management & Delivery of internal & external projects to our customers
• Working with and managing Supply Chain partners and vendors on delivery of key projects
• Ensure the highest standards are met across the business by adhering to Standard Operating Procedures & regulatory compliance
• Meeting, improving and updating established SLA reports
• Communicate, escalate, investigate, and facilitate resolution for all client complaints ensuring a quick and professional response.
• Continual improvement of policy, procedures, and standards to ensure consistent, high quality delivery of service management.

Service Delivery Manager - What we need from you:As a Point of Contact for client incidents & problem management matters you will ideally have:

• The ability to drive all contractual SLAs, create incident/problem reports & drive process improvement actions across the business.
• Coordinate & drive Network Incidents and IT infrastructure incidents based on ITIL Incident Management framework
• Proven Project Management & service delivery skills
• Sound knowledge of ISO27001, ISO9001 accreditations
• Maintain a strong working knowledge of industry standards and best practices via ITIL certification.
• Achieve the best possible levels of service, quality and availability whilst developing best practice
• Driving Licence Essential

Its not essential, but we appreciate if you also have:

• Knowledge of Salesforce/Remedyforce administration advantageous
• Knowledge and experience of working with MS Teams, Sharepoint and associated platforms.
• Prince 2 and/or ITIL practitioner certification

Some of our great benefits!Working at KubeNet youll receive an attractive salary and a range of competitive benefits, but - more than that - youll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactiveinterest in your progress and development

• Competitive salary & great benefits
• Quarterly bonus based on personal & team KPIs
• 31 days off, inclusive of public holidays
• Company Pension & Healthcare after a qualification period
• Financial contribution to your agreed Career & Training development plans
• Access to online training platforms
• Ability to attend industry events
• Flexible working hours
• We operate a blended working policy with a minimum 3 days in the office, however, you can choose to be based in the office Monday to Friday
• Free KubeNet Broadband or a monthly contribution
• Study Leave where applicable
• Cycle to Work scheme

And moreA bit about us!KubeNET are a Managed Service Provider & Next Generation Network owner delivering infrastructure services, Business Connectivity, Hosted voice solutions, Cloud services & Network Security to some of the best-known companies throughout the UK & Globally.We are a Microsoft Silver Partner a Cisco Premier partner and hold numerous other technology accreditations.Its an exciting time here at KubeNet and our vision is to be the Managed Service & Technology Partner and employer of choice. As we continue to grow our aim is to bring together the best Talent & minds in the marketplace, we welcome individuality and valueand encourage the things that makes you different. From diversity to creativity, we nurture every form of with inclusion front and centre.Our team is amongst the best in business, so if you think you are too and you have the skills that are required, apply now by sending an up-to-date copy of your CV for consideration in the first instance!No agencies please.

Keyskills :
Customer ServiceService DeskIncident ReportingSLA's