IT Service Delivery Manager

Morris Sinclair Recruitment; East Calder; On-site; GBP 80,000 - 100,000

Job description

Service Delivery Manager

Step into a role where your expertise will make a tangible impact on client satisfaction and business growth. As a Service Delivery Manager, you will be at the forefront of enhancing service delivery, driving operational efficiency, and leading a dynamic team. This position offers a unique blend of professional growth, leadership opportunities, and a supportive work environment.

Role Summary:

An experienced and proactive Service Delivery Manager is sought to oversee and manage Managed Service Delivery for a large group of existing clients. This role is pivotal in improving helpdesk management, reducing ticket backlogs, and ensuring high client satisfaction. The successful candidate will implement efficient processes, define and track KPIs, drive team performance, and ensure successful project delivery.

Key Responsibilities:

1. Ensure efficient helpdesk operation, reducing ticket backlog and improving response times.
2. Design, implement, and optimise service delivery processes.
3. Establish and monitor KPIs to track and improve performance, satisfaction, and efficiency.
4. Conduct performance reviews, provide feedback, and develop action plans.
5. Identify training needs and organise programmes.
6. Address performance issues and conduct disciplinary meetings.
7. Oversee client projects to ensure timely, high-quality completion.
8. Act as an escalation point for client concerns.
9. Work closely with the leadership team to align operational objectives.

Key Requirements:

1. Experience in service delivery, technical operations, or IT management, preferably within an MSP environment.
2. Strong understanding of IT support processes, managed print services, hosted telephony, and related technology solutions.
3. Experience managing technical teams, setting performance goals, and conducting training and disciplinary processes.
4. Ability to develop and refine operational processes.
5. Skills in planning, executing, and monitoring multiple client projects.
6. Excellent communication skills for client and team interactions.
7. Strong data-driven mindset for analysing KPI data.
8. Proactive in identifying and addressing operational challenges.

Desired Qualifications:

1. Degree in IT, Computer Science, or a related field (preferred).
2. Relevant certifications in ITIL, Service Management, or Project Management (such as ITIL Foundation, PMP, or PRINCE2).
3. Experience with helpdesk management tools, project management software, and performance monitoring systems.

If you are interested please apply now or reach out directly.