Service Desk Analyst jobs in United Kingdom

The role

As an IT Service Delivery Manager, you will successfully provide business critical IT support to organisations within a formal ITIL and best practice framework, measured through service SLA’s, KPI’s, user experience benchmarking and satisfaction surveys to ensure that the highest quality standards are achieved.

You will also be responsible for leading a team of experienced Network Managers across a range of Managed Service Sites.

The role will involve travel to client’s sites in the south of the UK, as well as frequent travel to our office in Cheltenham, Gloucestershire. As such the ideal candidate will be based in a commutable distance of Cheltenham.

Your responsibilities as a Service Delivery Manager will be:

• Work to ITIL alignment, ensuring SLAs and all contractual obligations are met across a range of client contracts
• Deliver change and service improvements in Service Management and management tools
• Build and maintain trusted client relationships with key stakeholders
• Manage and schedule resources across all Managed Service customers to maintain service quality
• Create, develop and present client documentation (Service reports, contracts, risk registers, service improvement plans, service investment plans etc)
• Conduct face to face service review meetings with service sponsors and stakeholders
• Review Disaster Recovery and Business Continuity provision to ensure such services are fit for purpose
• Lead the recruitment and management of technical staff including personal development and training
• Provide an escalation point for incidents, change and problem management
• Review incidents and service requests ensure the highest quality standards are maintained

About you

• Proven experience in proactive IT service management and delivery.
• Strong understanding of IT infrastructure, Microsoft 365, Azure, cloud solutions, virtualisation, security, and BCDR solutions.
• Skilled in defining services, setting clear metrics, and aligning contracts with business objectives.
• Experience delivering/supporting complex IT projects and enterprise technologies.
• Self-motivated, proactive, and skilled at leading and collaborating across teams.
• Excellent at building lasting relationships with internal and external stakeholders.
• Effective workload management and task prioritisation.
• Solid grasp of IT support services and their business value.
• Ability to analyse service data and provide actionable insights.
• Exceptional communication skills for influencing senior stakeholders

About us

We are proud to be a successful, purpose-driven organisation that is on an exciting journey to achieve an annual turnover of £100m by 2025.

Commercial are business transformation specialists. We transform business impacts and experiences by applying original thinking to everyday practices.

We specialise in Managed IT, Smart Technologies, Managed Print Services, Technology, Interiors, Office Supplies, and PPE, Facilities and Workwear.

We invest in our people so they are experts in their field, excel within their environment and continue on a journey of growth and development, personalised to them.

We are #commercialbynature.

Benefits

We commit to ensuring all our employees feel truly valued and appreciated for the work that they do, every day. As a member of the Commercial team, you will receive the following:

• A base salary of £40,000 - £50,000 per annum
• An annual bonus scheme of £5,000, paid quarterly upon successful achievement of KPIs
• Hybrid working structure with the flexibility to work from home for part of the week
• Company car
• A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
• An enhanced family leave package to support you and your growing family
• Life Insurance that offers a payment equivalent to four times your annual salary
• Access to confidential support through our Employee Assistance programme and wellbeing support including a 24-hour GP service and physiotherapy
• Free and expert mortgage and remortgaging advice for all members of the team, friends and families from leading broker Charles Cameron & Associates
• Other benefits such as charity volunteering opportunities, pension, cycle to work scheme, flexible working structure and more

Diversity & Inclusion

Together, we are committed to attracting, including, inspiring, and developing our teams no matter their background, belief or way of life.

We embrace everyone’s unique perspectives and create a genuine belonging for all.

At Commercial, we look to hire the very best people for our roles. Our team members are who we are and create the brand we are today.

We welcome all applicants regardless of your race, ethnicity, gender, religion, disability, age or sexual orientation. Even if you don’t feel you completely fulfil all the requirements for this vacancy, we still encourage you to apply. It is our commitment to provide equal opportunities for all.

Please visit our website for further information about us and to view our job applicant privacy notice.