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IT Service Delivery Manager

Michael Page Technology
Job LocationNewport, Gwent
EducationNot Mentioned
SalarySalary negotiable
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

I have been engaged exclusively by my growing Technology client, based in Newport. They require an IT Service Delivery Manager to help them build a 24/7 Global Helpdesk following insourcing of IT across the business.Client DetailsMy client is a high growth Technology business based in Newport.Description

  • Responsible for the Global environment, including local network & storage, laptops, tablets, cloud services, device management.
  • Ensure that all BCP/DR systems are in place and tested to the required SLAs.
  • Assist in determining, documenting and measuring performance against SLAs/KPIs
  • Continuous improvement in efficiency, reliability and performance of IT services to the internal customer base.
  • Ensure service desk is functional 24x7.
  • Ensure out of hours support is available and able to resolve issues as required.
  • Monitor, manage and improve SLAs/KPIs for 3rd parties.
  • Primary project manager for all global IT service projects
  • Escalation point for both customers and IT helpdesk staff should an issue require escalating and manage their expectations
  • To develop consistency of processes in provision of services
  • Ensure pro-active monitoring is in place for global systems/infrastructure
  • Continue to improve processes and solutions to provide efficient/reliable support
  • Develop and maintain policies and procedures.
Profile
  • Ability to work under pressure and manage multiple projects.
  • Proven experience of managing an IT service desk.
  • Proven experience of working within standards such as ISO27001.
  • Experience of implementation within an IT service team, delivering noticeable improvement in experience for users.
  • Procedure creation and development.
  • People management.
  • Excellent customer service skills.
  • Experience in a wide range of technologies.
  • Excellent written and oral communication skills.
  • Budget management
  • ITIL implementation experience. Preferably holding a current qualification.
Job Offer£50,000 + bonus + additional benefits

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