Service Delivery Manager

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Service Delivery Manager

Application Deadline: 5 January 2025

Department: Technology

Employment Type: Permanent - Full Time

Location: Chippenham, Wiltshire

Reporting To: Duncan Palmer

Compensation: GBP 38,000 - GBP 45,000 / year

Description

No day will be the same - here are some of the highlights

No day will be the same - here are some of the highlights

You'll lead and manage our Service Desk team, identifying trends in user-reported issues, while providing guidance and mentorship to improve team performance. With a strong focus on customer service, you'll also handle escalations and drive continuous improvement.

As our Incident Manager, you'll act as the key communicator between IT and the wider business, ensuring smooth operations and overseeing IT asset management, procurement, and auditing processes.

Accountabilities:

• Lead the Service Desk team, focusing on coaching, development, and managing escalations.
• Monitor service desk software and identify trends in support tickets.
• Manage IT assets, including refresh cycles, procurement, budgeting, and hardware deployment (e.g., laptops, tablets, phones).
• Oversee IT asset management and procurement, including hardware and software deployments (e.g., Windows 11).
• Act as the Incident Manager and main contact for IT audit requirements.
• Create and maintain end-user support and training documentation.
• Participate in new projects, infrastructure improvements, and system upgrades.
• Collaborate with the wider IT team to meet shared goals and deliver seamless services.
• Occasionally engage in manual handling to support IT asset management (adjustments can be made for candidates if required).
• Advocate for and model the Good Energy culture, promoting customer-centric thinking in all interactions.
• Ensure effective communication with internal and external stakeholders.
• Contribute to managing business risk related to IT operations.
• Play an active role in driving team performance and achieving organisational objectives.

What you'll need to succeed

As a capable IT leader you will be able to set the standard for your team to follow, and continuously improve performance of the Service Desk. You will be organised and methodical & you will need to support long running projects like laptop refreshes, with the technical advancements delivered by the wider IT Operations team, regularly seeking out improvements required by our users.

Essentials:

• Desire to lead and develop a team of Service Desk engineers
• Comfort engaging with the wider business to understand needs and support with problem resolution
• Organisation, with great attention to detail and the ability to balance short and long-term objectives
• Exposure to the configuration of things like Group Policy and MDM
• A self-starter who wants to get stuck in, understand what already exists and identify improvements
• Able to learn from and share your knowledge with the wider team to support the overall IT function
• Comfortable working both remotely and in the office, engaging on escalations and direct with customers in a timely manner to resolve tickets. Wednesdays are a whole team office day, but there is a Service Desk presence every day and you will be required to attend the office more than one day a week to effectively lead your team

Desirables:

• ITIL and any other relevant IT qualifications
• App Support experience
• Exposure to Compliance and Information Governance in a regulated environment
• Familiarity with Office 365 administration, configuration, and security especially Defender ATP
• Entra ID, Group Policy, Exchange OnPrem/Online, PowerShell, IPSEC, patching and VPN config
• Knowledge of data, information and cyber security principles and practises
• Involvement in BCP and DR planning and implementation

If you're passionate about IT leadership, enjoy working in a fast-paced environment, and are committed to delivering excellent customer experiences, we'd love to hear from you!

Benefits you can rely on

Great allowances for hybrid working:
GBP 500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.
GBP 500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.

GBP 500 annual development allowance: To spend on your chosen development area, whether that's in your current role, or future roles.

15% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.

Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You'll also have the option to buy additional leave, allowing for a better work-life balance.

Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.

See more of our benefits here.

Due to the Christmas period, applications for this role will be reviewed and responded to from the week commencing 6th January 2025.