IT Service Delivery Manager
Competitive Salary: £40K
Fantastic Hours: Monday to Friday 09:30 - 17:30
Our client is an end-to-end provider of telecoms and IT solutions. They tailor products and services to help clients take control of their mobile infrastructure - cutting costs and administration, while increasing staff productivity.
Our clients range of services include Mobile and Security Management, Unified and Managed Services, Call Recording and Connectivity.
The task at hand:
We are looking for an IT Service Delivery Manager to join our clients Management department. As the IT Service Delivery Manager, you will effectively maintain an exceptional client experience and develop strong relationships that ensure revenue retention and growth. You will be responsible for the complete service lifecycle of the client, through pre-sales, project management and lifetime service support.
The IT Service Delivery Manager will operationally manage the helpdesk while overseeing provision of Managed Services for the named customer accounts in line with contractual requirements and financial targets. As well as maintaining a solid understanding of customers' business objectives and assist in developing customer solutions which support the ongoing growth of the relationship.
- Manage and mentor a team of IT professionals, providing guidance, training, and performance feedback.
- Foster a collaborative and innovative team environment, encouraging professional development and knowledge sharing.
- Delegate tasks effectively and ensure the team's skillset aligns with the firm's evolving technology needs.
- Troubleshoot IT Issues: Offer expertise in resolving hardware and software issues, ensuring seamless internal IT operations.
Systems and Applications:
- Supervise the deployment and maintenance of software applications and tools critical to business functions, such as sales, inventory management, and customer relationship management (CRM) systems.
- Collaborate with cross-functional teams to identify software requirements, oversee integrations, and resolve technical issues.
- Update and develop the Citycom Help Centre articles/knowledgebase.
Service Delivery Management:
- Lead IT projects from inception to completion, including scoping, planning, budgeting, resource allocation, and execution.
- Monitor project progress, track milestones, and ensure projects are delivered on time and within budget.
- Implement best practices in project management and ensure alignment with the firm's strategic objectives.
- Proactively address service disruptions, incidents, and problems, working to minimize their impact and prevent recurrence.
- Build strong relationships with clients, acting as a primary point of contact for service-related inquiries, escalations, and consultations.
- Collaborate with internal teams, including IT operations, development, and support, to ensure seamless service delivery and alignment with business needs.
- Engage with third-party vendors and partners to coordinate and manage services delivered by external entities.
- Continuously evaluate and enhance service delivery processes, identifying opportunities to streamline workflows, increase efficiency, and reduce operational costs.
- Lead or participate in process reengineering initiatives aimed at optimizing service delivery and aligning with industry best practices.
- ITIL Best Practices: Apply ITIL principles and leverage training to manage service delivery, striving for continuous improvement and customer satisfaction.
You'll be great in this role if you have:
- Bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, or equivalent experience
- 2-5 years of experience working in IT operations
- Experience leading and managing large IT projects and rolling out IT infrastructures across various technologies
- Strong ITIL awareness and training to a minimum of V3 Foundation level
- Excellent working knowledge of computer systems, security, network and systems administration, databases and data storage systems, and phone systems
- Experienced in delivering outstanding customer service and excellent telephone manner
- Excellent skills and experience in relationship management with customers, suppliers, and staff at all levels
- Strong IT skills and use of programs including Excel, Word, and CRM systems
- Analytical mindset with a focus on data-driven decision-making and continuous improvement.
- Adaptability and initiative
- Ability to work to deadlines and prioritise workload
- A self-motivated and pro-active approach
- Commitment to further professional and personal development
- Ability to work as part of a team and contribute to the overall success of both the Project Delivery department and the organisation
- Logical thinker with an objective approach to work
- Telecommunications experience is desirable
For further information, please contact Razwan Anwar email or mobile: 07887388368
Ref: ITSDMFS01_1694517286 | Published: 12th Sep 2023