IT Service Delivery Manager

Andy File Associates Limited are working as a Recruitment Agency on behalf of our client with regards this permanent role.

Job Role: Service Delivery Manager

Reports to: Managing Director

Overview

This position will provide leadership and direction for both the Analyse & Triage team and the Service Delivery Team Leaders for our client. The role will be responsible for ensuring efficient and effective management of ticketing processes, overseeing the delivery of IT services to ensure effective resolution of client requests in line with contractual SLAs, client communications, and coordination with internal and external stakeholders.

The role requires strong leadership skills, a deep understanding of IT service management, and exceptional communication abilities to guide the team in delivering high-quality support. The Service Delivery Manager will play a critical role in maintaining service excellence, optimising processes, driving continuous improvement in service quality and ensuring client satisfaction.

Key Responsibilities

• Manage the end-to-end service delivery process to ensure client satisfaction and service excellence.
• Oversee the initial assessment, categorisation, and assignment of incoming tickets, ensuring they are prioritised and managed within SLAs.
• Problem & Major Incident Management
• Manage and maintain proactive communication with clients regarding ticket status and planned actions.
• Coordinate and manage communication with third-party providers and vendors.
• Facilitate internal coordination with other teams and departments to ensure timely ticket resolution.
• Oversee regular service reviews with clients to gather feedback and identify areas for improvement.
• Implement and manage established protocols for escalating unresolved tickets.
• Identify problem tickets and collaborate with senior support staff to resolve complex issues.
• Regularly review and refine service delivery processes to enhance efficiency and effectiveness.
• Monitor ticket statistics and workloads to ensure SLA targets are consistently met.
• Ensure all work meets high standards and adheres to business processes.
• Identify and implement improvements within the team and across the business.
• Liaise with third parties on behalf of the service delivery team.

Leadership and Management Responsibilities

• Provide technical and escalated support to the team when necessary.
• Set clear and achievable goals and objectives for the team.
• Facilitate open and effective communication within the team.
• Address and resolve team conflicts promptly to maintain a positive working environment.
• Assign tasks based on team members' strengths and skills, ensuring a balanced workload.
• Continually develop skillsets through training, mentoring, and hands-on experience.
• Report team progress, challenges, and achievements to management regularly.
• Track and report on key performance indicators (KPIs) such as ticket resolution times and client satisfaction.
• Provide mentoring and coaching to team members to foster their development.

Skills Required

High-level technical understanding of IT services to accurately identify issues.

Knowledge of various IT systems, networks, and software to include Azure.

Proficiency in using ticketing systems to manage and track tickets.

Strong analytical skills to assess and categorise tickets.

Effective communication skills to ensure clarity with team members and clients.

Excellent time management to meet SLA requirements.

Ability to adapt to changing priorities and unexpected issues.

Proactive in improving processes and service delivery.

Exceptional customer service skills, aiming to exceed client expectations.

Attention to detail for ticket accuracy and service review responses.

Conflict resolution skills to manage client complaints diplomatically.

Ability to anticipate client needs and potential issues proactively.

Positive attitude to boost team morale.

Qualifications

Previous experience in a Service Delivery Manager role or similar role within an IT service desk setting.

Excellent communication skills are essential.

Ability to manage a diverse workload and work calmly under pressure.

Exceptional team working skills.

A recognised qualification in IT support or customer service is desirable but not essential.

Commitment to developing the role and achieving our client s vision.