Service Delivery Manager

Job Description

Service Delivery Manager requires to join our team in Kettering. The successful candidate will be required to:

·Manage service delivery across brand-facing and corporate systems

·Define and own SLA for the above

·Track and report service delivery KPIs

·Ensure effective monitoring of all critical systems

·Own and execute support processes

·Lead and mentor small team of Service Desk Analysts

·Own communication around service incidents and maintenance

·Responsible for delivering RCA for incidents to the CTO

·Responsible for ensuring legal compliance and meeting IT security requirements

·Support team in troubleshooting a variety of issues and requests via telephone, email, remote desktop support.

·Own and maintain issue tracking/management system

·Use trend analysis to identify common problems/weaknesses

·Update self-help documents, training material for new users

·Research and resolve technical issues and provide technical solutions

·Liaise with technical teams to manage new installations and updates

·Own licensee/member/employee on/off-boarding processes

Skills, Knowledge and Experience Required

Essential

·Solid experience in a similar role

·BA/BS degree in Computer Science or related technical field, or equivalent practical experience.

·Team management experience

·Process and results orientated

·Excellent analytical and diagnostic skills

·Demonstrated proactive and creative problem-solving approach

·Strong sense of ownership, and a proactive can-do attitude.

·Excellent interpersonal, communications and presentation skills.

·Ability to generate respect and trust from staff and external customers.

·Good organisational skills, with high attention to detail

·Excellent project management skills

·Track record of handling multiple complex streams of work.

·Strong team player, but equally good at taking initiative

Desirable

·ITIL or similar qualification