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Service Delivery Manager

Ref: : 23621986 (Additional Resources Ltd.)
Location: :

Bournemouth - South West

Rate: 50K (Permanent) +
Industries: Telecomms
Functional Areas: IT

Service Delivery Manager


Up to GBP 50,000 pa

The Company:

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.

You will be joining a fantastic people focused, values led business, who has just achieved a Two Star Accreditation from Best Companies, meaning we have `Outstanding Levels` of Employee Engagement. Their business is growing rapidly and 2021 will be very busy. There has never been a better time to join!

The Role:

I am looking for an experienced Service Delivery Manager, who`s responsibility will include supporting and developing 2 Team Leaders and a small team of IT Engineers who provide quality support to my client`s customers. You will ensure that excellent levels of technical support and customer service are provided across the organisation and measure relevant SLAs and KPIs. You will liaise with the Sales Managers to ensure that there is a seamless journey for customers and deliver first class customer service.

You will be monitoring trends within the team to identify issues, resolve and suggest measures to be put in place for long term resolution.

You will be 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; managing and coordinating urgent and complicated support issues; hold responsibility for process and service improvements; manage major incident process from start to completion; be supporting, training and coaching the team of engineers; and building team spirit and motivating team members.

This a small and friendly team, you will be supervising Team Leaders and IT Engineers. You will participate in management meetings with the Service Delivery Managers and Group Managers. You will be liaising with my client`s customers, resolving any service escalation concerns.

As you will be working within a team environment and speaking to customers daily, then your communication and customer service skills must be very strong. You will have previous experience of managing a team within an IT or Telecoms organisations.

You will need experience of being responsible for IT Service Management (ITSM), understand Customer Journey mapping and practical application to Service Delivery and have experience of leading an IT service delivery team including knowledge of problem management and incident management processes.

You will have demonstrable experience of designing, transforming, and implementing Service Delivery Models.

A technical background is essential [you

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