Service Delivery Manager
Service Delivery Manager
Salary: £30,000 – £40,000 depending on experience
•Company Bonus scheme
•Casual Dress Code (in office)
About the role
One of the UK's fasted-growing mobile enterprise solutions companies is looking to grow the Technical Support Team with a Service Delivery Manager. With over 25 years of industry experience, they supply technology to a host of sectors including – Logistics, Automotive, Food, Ports, Construction, etc. throughout the world.
Based from their office in Warrington, you will be part of a team of Technicians who are responsible for the service and delivery of multidisciplinary IT projects for both the internal department and customers.
As a Service Delivery Manager, you will need a customer first attitude, an interest in all things IT, and the written and verbal communications skills to back it all up.
Duties & Responsibilities
Reporting to the Technical Services Manager, key areas of focus are:
•Working with multiple departments both internally and externally to ensure the delivery of high quality projects on time and in full
•Onboarding of new Managed Service customers to ensure successful transition from delivery to support
•Establishing yourself as the customers trusted advisor and acting as the primary point of escalation for critical incidents
•Carrying out Service Reviews with Managed Service Customers, identifying and implementing areas for improvement in the service
•Leading investigations and driving resolutions where necessary with internal and 3rd party providers
•Producing support and customer documentation
•Developing and reporting on targets/KPIs/trends of service/testing/changes and their continual review and improvement
•Assisting in the introduction of new services to the company service portfolio
•Assisting in the production of long term strategic plans for the Technical Services Department
It is essential that candidates:
•Can work independently and as part of a team
•Can work under pressure
•Are flexible in order to meet customer demand
•Have a Professional attitude to colleagues and customers
•Have Excellent Communication Skills and attention to detail
•Have confidence to deal with people at all levels
•Have an interest in mobile technology and networks
•Have a commitment to quality and a thorough approach to the work
•Demonstrate a methodical and structured approach to work
Required Experience and/or Qualifications:
•Minimum 5 years’ experience in a technical support environment
•Minimum 2 years’ experience as a Team Leader or Project Manager
Knowledge/Experience with any of the following would be a plus:
•Device support and management across Windows, iOS, Android and Linux using various EMM solutions
•Rugged Mobile Device configuration and/or troubleshooting
•Desktop & Laptop administration, including build, configuration and troubleshooting in a Windows 10 environment with MS Office 2010/365 and a hybrid AD.
•Server 2012, 2016 and 2019 Administration (Physical and Virtual)
•Support of multiple business applications including in-house and customer applications
•WIFI and Infrastructure Support
A personal vehicle will be required to attend face to face customer service reviews.