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Location
London
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Sector:
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Job type:
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Salary:
65000 - 75000
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Contact:
Connor Sagar
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Contact email:
connor.sagar@its-recruit.com
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Job ref:
PR/030979/1/CS
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Published:
3 months ago
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Expiry date:
2019-10-23
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Client:
Information Technology Services
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