Service Delivery Manager

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Service Delivery Manager

Department: Technology

Employment Type: Permanent

Location: London, UK

Description

The role of the Service Delivery Lead is to be responsible for ensuring the effective and efficient delivery of IT services to meet the needs of the Group, managing the IT support team, developing processes to improve service quality, as well as managing and overseeing all aspects of IT operations within the London office.

This is an onsite opportunity where the successful candidate will be required to be in the London office (St Paul's location) at least 4 days per week.

Key outcomes of the role

Service Management and Delivery

• Oversee the delivery of IT services to ensure they meet the Group's requirements and SLAs
• Lead, mentor, and manage a team of IT support technicians
• Develop and implement service management policies, processes and procedures
• Monitor and report on service delivery performance and identify areas for improvement

Technical Support

• Provide hands-on technical support for hardware, software, and network issues
• Troubleshoot and resolve complex technical problems escalated by the support team
• Ensure all support requests are logged, tracked, and resolved in a timely manner
• Analyse incident trends to identify root causes and implement preventive measures
• Develop and maintain a knowledge base for common issues and resolutions
• Manage and oversee all aspects of IT activity within the London office

Customer Service

• Ensure high levels of customer satisfaction by providing prompt and courteous support
• Act as the main point of contact for escalated support issues
• Regularly communicate with end-users to understand their needs and provide appropriate solutions

Resource Management

• Manage inventory of IT assets, including hardware and software licenses
• Coordinate with vendors for the procurement of IT equipment and services
• Ensure proper maintenance and update of IT infrastructure

Performance and Quality Management

• Define and monitor key performance indicators (KPIs) for service delivery
• Conduct regular performance reviews
• Implement continuous improvement initiatives to enhance service quality and efficiency

Compliance and Security

• Ensure compliance with relevant regulation, standards, and policies
• Work closely with the compliance and security teams to maintain security protocols to protect IT infrastructure and data

Training and Development

• Organise training sessions for staff on new technologies and support tools
• Promote knowledge sharing within the team to enhance skills and capabilities
• Stay up-to-date with industry trends and best practices in IT support

About you

• Have a passion for service delivery and improving service quality
• Bring demonstrable experience in improving processes and creating efficiencies
• Enjoy a fast-paced environment
• Experienced in building service delivery capability (including service desk, SLA definition and reporting), ideally in a multi-national context
• Be curious, research, and ask questions
• Be result and target driven with an analytical mindset
• Demonstrate excellent communication skills and interpersonal skills
• Have exceptional organisational skills and attention to detail
• Be a creative thinker, always thinking "how can we"
• Show a strong desire to succeed and make a difference

Experience and skills that will help you succeed

• A proven track record of resolving technical issues
• Experienced in hardware, software, and network troubleshooting
• Proficiency in service management software and IT ticketing tools - ideally Jira
• Strong understanding of IT infrastructure and operations
• ITIL certified
• Both M365 and Google experience - with relevant azure and active directory exposure

What's in it for you?

There are many reasons to come on board our team of talented professionals, but here are just a few...

• We are collaborative, fair, consciously inclusive, and flexible
• We trust, value, and support our people to make the difference
• We believe that diversity of thought and experience provides the platform for innovation and creativity
• We invest in the development of our people to drive our ambitions forward
• We offer a range of benefits (including your choice of tech) and a competitive package
• We offer a great work environment in an internationally successful enterprise in the online services industry
• #Team

If you need assistance completing an application for a position with us or need us to make any reasonable adjustments, please reach out to our Recruiting Team at talent@teaminternet.com