Service Delivery Manager

Service Delivery Manager

Top City Law Firm require a Service Delivery Manager to manage their 1st and 2nd line service desk, DeskSide Support, and VIP Support teams totalling 15-20 with headcount in Europe, Asia and the Middle East. 

We are seeking a Service Delivery Manager with a successful track-record and demonstrable experience managing teams of 15+ staff, driving service improvement initiatives alongside taking responsibility for engaging with the user base to strengthen relationships and understand business needs.    

Key Responsibilities will include:

• Manage the day to day activities of a team of 20-25 staff spanning Service Desk, Deskside Support and VIP Support
• Delivery of appropriate SLA's, leading major incidents, and acting as a point of escalation for your team leaders
• Develop and maintain close working relationships with internal customers, being pro-active in the service delivered
• Driving and maintaining ITIL processes
• Ensuring all policies and procedures including change maangement procedures are followed
• Enhancing service delivery to all customers
• Analyse support desk activity and make recommendations for increased organisational efficiency and effectiveness
• Monitoring progress on longer term support issues
• Attend service review meetingings to discuss service and suggest ideas for improvement
• Continually reviewing best practice

This is an excellent opportunity for a driven individual who is looking for a role where they can imprint their personality and ideas.

Service Delivery Manager