Service Delivery Manager(CISCO PARTNER)

Do you want to work for one of the fastest growing MSP's in the UK right now?

We are currently working with a Cisco Partner who provides a wide range of IT solutions such as Network Security & Cloud, delivering both into the Public & Private sector. They are expanding their Service Management team by adding a Service Delivery Manager who can come in and hit the ground running from day one!

Role Responsibilities:

1. Lead the response to IT service incidents, ensuring swift restoration of services and minimal impact on operations.
2. Develop and maintain incident response protocols, coordinating with technical teams for rapid resolution.
3. Produce high-quality Post Incident Reports, ensuring all actions are documented and managed to completion.
4. Oversee the change management process, ensuring all changes to IT infrastructure are properly assessed, approved, implemented, and reviewed to minimize risk and service impact.
5. Create high-quality Change Incident Reports, ensuring all actions are documented and managed to completion.
6. Maintain the Change Schedule for all services.
7. Identify and address root causes of incidents to prevent recurrence, implementing proactive problem management strategies to improve overall service quality.
8. Generate high-quality Root Cause Analysis (RCA) reports, ensuring all actions are documented and managed to completion.
9. Manage the Known Error Database.
10. Provide leadership and support to the Service Desk team, ensuring high levels of customer service and effective resolution of user issues.
11. Engage in hands-on support activities as needed.
12. Maintain accurate and comprehensive records of the IT infrastructure and service configurations, aligning with IT Asset Management processes under a separate organizational function.
13. Collaborate with the IT Asset Management team to ensure accurate configuration records, supporting asset lifecycle management and compliance.
14. Work closely with Transition Managers to ensure seamless integration of new services and processes into operational use.
15. Contribute to the planning, execution, and monitoring of transition projects, ensuring they meet objectives and integrate smoothly with existing services and standards.

Experience:

1. Experience in IT service management roles within a defence or highly regulated environment is highly advantageous.
2. Strong understanding of ITIL processes, with certifications in ITIL v3 or v4 preferred.
3. Experience with service desk software, incident and problem management tools, and configuration management databases (CMDB).
4. Exceptional leadership and communication skills, capable of directing teams and effectively interfacing with stakeholders at all levels.
5. Continuous improvement.

Package:

1. £45,000 - £50,000 Base Salary
2. Performance based Bonus
3. Health Insurance
4. Life Insurance

UK Security Check (SC) clearance is required for this position. Candidates must possess or be eligible to obtain SC clearance, with a view to obtaining UK Developed Vetting (DV) clearance as required.

Please apply now for an informal chat!