Tech Lead

IT Service Delivery Manager

The IT Service Delivery Manager oversees a number of key functions within the IT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

Responsibilities

• Service Management
• Maintain high performing service support functions including IT Service Desk, Desktop Support and VIP Support
• Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
• Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes
• Meeting Support
• Deliver excellent Presentation and Audio Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability
• Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively
• Technical
• Lead the Desktop Management team to continually improve the desktop computing environment
• Manage the desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security
• Ensure that patching and anti virus updates are carried out promptly and effectively
• Work with the Technical Design team evolve standards for hardware, software and security in the desktop environment
• Performance & Quality
• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third party teams to ensure actions are taken and completed to protect and improve services
• Provide regular and accurate management reporting on IT Service performance
• Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

Qualities and Skills Required

• Able to demonstrate the ability to undertake the above responsibilities
• Legally able to work in the country in which the position is based
• A passion for Service Improvement
• Experienced Service Management professional
• ITIL Qualified
• Previous experience as a Team Lead or demonstrable experience in leading virtual teams
• Experience of managing 3rd parties and 3rd party delivered services
• Service Management or Support in a large scale and diverse environment of incident management, escalation procedures and related disciplines
• Expert knowledge of ITIL disciplines
• Excellent leadership and people management skills
• Excellent written and verbal communication skills
• Willingness to support an