Service Delivery Manager

Preston | Job ID: 2104 | Up to £45,000 per year

Role Details

We have an exciting opportunity for a Service Delivery Manager to join our team.

Location: Preston (PR4 0HF)

Salary: Up to £45,000, plus on-call allowance

Hours: 40 hours (Monday to Friday) + On-call

Service Delivery Manager – The Role:

The ideal candidate for the role will be customer-focused, a team player and will have existing experience in service delivery and managing a team effectively.

The purpose of the role is to improve service delivery with high customer satisfaction as well as playing a key role in the effective operation of the Service Desk.

The role is based at Infinium’s Head Office.

Service Delivery Manager – Key Responsibilities:

• Monitor overall performance of services
• Collaborate with senior managers on account management and growth
• Work with the client and Service Desk to identify and manage service improvement activities
• Create reports for internal and external purposes on request
• Lead and manage regular service reviews with clients
• Own client call backs after project completion with appropriate management to ensure client satisfaction
• Responsible for the effective operation of the Service Desk, directly leading, mentoring, and supporting the Service Desk Leads where necessary
• Take responsibility of induction and training needs of new starters
• Handle any client complaints dealing with in a timely and professional manner
• Own major incidents with escalation to appropriate resolving team through to service restoration

Service Delivery Manager – You:

• The ability to build strong and professional relationships with key client’s staff and internal colleagues
• Experience of service transition within organisations
• Strong verbal and written communication skills
• Ability to adapt to change and will take ownership & responsibility
• Must be able to work proactively and under pressure
• Excellent reporting skills with a keen eye for attention to detail
• Ability to deliver service-related presentations
• Confident in delivering training for internal staff

Service Delivery Manager– Skills and Experience:

Essential:            

• Minimum of 5 years progressive experience in an MSP environment
• Minimum of 3 years Management experience
• Full UK Driving Licence

Desirable:

• ITIL qualification
• Qualifications in IT discipline
• Implementation and / or working within ISO standards

The comprehensive package of benefits we offer includes:

• Competitive salary based on skills and experience
• 25 days holiday per year plus bank holidays
• Free home internet
• Spacious canteen area including healthy free snacks, drinks, and coffee machine
• Regular team social events including amazing Christmas parties and Family Fun days
• Remote/Homeworking

To submit your CV for this exciting Service Delivery Manager opportunity, please email HR@infinium.co.uk.