23 Jul 2015

IT Service Delivery Manager, Guernsey

Personnel AppointmentsAnywhere

Job Description

Our client is an IT services company seeking to recruit a Service Delivery Manager. Overall purpose of the role: Responsible for coordinating the delivery of services into key education customers. The Service Delivery Manager plays a vital role in creating long-term healthy service provider - customer relationships, acting as the bridge between the client and their operational delivery teams. The key responsibility of the Service Delivery Manager is governance across all areas of their services including service management, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of operational service delivery. Key responsibilities will include: ? To gain knowledge and exposure to all required IT delivered services to demonstrate an end-to-end understanding of the services. ? Building a personal relationship with key client staff. ? Successful service delivery, measured by SLA achievement and high level of customer satisfaction. ? In addition, measurement by Incident resolution, escalation, NPS & CES. ? To provide critical incident management response and ownership, controlling and coordinating all necessary activities to restore service and deliver root cause fixes and preventative solutions. ? Ensure requests for assistance from stakeholder business users are responded to in a pleasant, professional and timely manner. ? Excellent communication, owner of issues and opportunities with a get things done, make things happen attitude. ? Removing all obstacles to customer satisfaction and / or financial performance. ? Communicating across organisational boundaries ? from engineers through to senior managers ? 3rd party management responsibilities, escalations and leadership. ? Working with the client and operations teams to identify and manage service improvement activities ? Along with operational managers and technical leads, accountable for and contribute to the overall performance of the managed services division The successful candidate will have: ? At least 3-5 years? previous experience in an IT Technical Support and/or Business Process Support model. ? Experience working in an ITIL environment - ITIL certification is a plus. ? Excellent time management, troubleshooting and communication skills. ? Experience of the following technologies: TCP/IP, DHCP, DNS, LAN/WAN infrastructure, Microsoft Office Packages, Remote tools including VPN, Windows 7

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