IT Support & Service Delivery Manager

£45,000 - £60,000 + Package

This technology company have been at the forefront of change, innovation, and progression for decades. They are always looking to the future.

They have continued to experience commercial success and future-technology development programmes are generating exciting and engaging career opportunities for talented, energetic, innovative and forward-thinking individuals!

Where do you fit in?

The business specialises in providing mission-critical systems. They are data science-led in their solutions. This role will play an important part in delivering the customer focus, technical excellence, and quality expected of their operation, driving success. As a supplier of systems critical to the running of the UK’s Transport Infrastructure, you will need an eye for detail, and the ability to operate in a complex environment. We are looking for someone who is comfortable working in matrixed organisations with key stakeholders in the delivery of support, managing client relationships where required.

The role of a Service Delivery / Support Manager

• Delivering outstanding customer service in line with internal and external SLAs

• Maintaining great relationships internally with Development leads, Architects, Infrastructure teams

• Conducting regular Service Review meetings with customers to ensure support and service is in line with expectations

• Resolving escalated service issues, to ensure minimal impact and risk to the customer

• Managing of first- and second-line support teams

• Contributing to Continuous Service Improvements

• Delivering chargeable change controls and small product changes where required

Person Requirements

• Experience in team leadership

• High level of technical knowledge (concepts relating to Compute Infrastructure, Networking, Linux, Applications)

• ITIL experience

• Experience of Incident, problem and service improvement

• Ability to communicate at all levels in a clear concise manner both internally and externally.

• To be resilient, flexible, organised, pragmatic and detail focussed

• Ability to think beyond current practices, propose and support new ideas/improvements/ways of working

The following experience is desirable but not essential:

• ITIL Certification

• Management of critical infrastructure, ideally in either a regulated or safety related sector

Currently, due to the Covid19 pandemic, the vast majority of the time you will be working from home. They will be conducting interviews via MS Teams. 

Please send your CV for immediate consideration.