Service Delivery Manager (IT & Telecoms)
Up to £40,000 pa
25 days holiday, plus UK Bank Holidays, plus your birthday off too
Critical illness cover.
Group Income Protection.
This is a fantastic opportunity to join a growing company who offer further training and development opportunities to the right individual.
My client has been strengthening business communications for UK SMEs for almost 20 years.
With a product portfolio that covers a range of managed services (including telephony, business internet, IT services, cybersecurity and cloud infrastructure) they provide all the features their customers need to work as efficiently.
They deliver communication solutions to allow people to work exactly how, and where they want to.
I am looking for an outstanding Service Delivery Manager to join my client's team in Stafford. This is an exciting opportunity for an experienced manager to join a well-established organisation, you will be focused on delivering excellent customer service and will have excellent people management skills and the ability to support a team of IT engineers to ensure that high standards of service are achieved.
As a Service Delivery Manager, you will be supporting and managing a small team of Engineers and Customer Service Specialists who provide quality support. You will ensure that excellent levels of technical support and customer service are provided across the organisation and will liaise with the Sales Managers to ensure that there is a seamless journey for customers.
Working in a customer focused environment you will be able to manage multiple workflows at any one time.
You will be responsible for instilling rigorous practices within the technical team, ensuring complete and accurate logging of all calls and incidents; conducting evaluations on core metrics such as logged calls and resolution times; and managing and coordinating urgent and complicated support issues
You will be responsible for process and service improvements and managing major incident processes from start to completion.
You will lead, motivate, train and coach your Customer Service Specialists and Engineers, while also participating in management meetings with the Service Delivery Managers and Group Managers.
You will ideally have previous experience of managing a team within an IT or Telecoms environment,
Experience of being responsible for IT Service Management and of leading an IT service delivery team and sound knowledge of problem management and incident management processes is required.
Key Skills: IT, Telecoms, customer service, management, coaching, training, IT service management, Telecoms service management, Cloud Services, Virtualisation, Hosting, Networking, Storage.
Additional Resources are an Employment Business and an Employment Agency as defined within The Conduct of Employment Agencies & Employment Business Regulations 2003.