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Our fantastic client on the outskirts of Cardiff is partnering with us to recruit an experienced IT Service Delivery Manager to join their growing team.
Our client is known for their first-class service delivery, and this role is a key addition to support the further growth of their service desk provision, where you will be responsible for overseeing the strategic delivery of Managed Services to all clients.
We are seeking a candidate with extensive experience in IT service delivery, helpdesk operations, project management skills, and a deep understanding of ITIL standards.
The Role:
- Lead the delivery of IT managed services to clients, ensuring high-quality, consistent, and professional service.
- Develop and implement service delivery processes in line with ITIL best practice.
- Manage and coordinate project activities; collaborating with stakeholders to define project and service scope, design, objectives, and deliverables.
- Monitor and report on service delivery of all IT managed services, identifying and mitigating risks and issues.
- Oversee all service desk operations, ensuring high levels of customer satisfaction and SLA compliance.
- Lead the transition and transformation of IT-managed services to ITIL standards.
- Develop and maintain strong relationships with clients, understanding their needs to ensure satisfaction.
- Develop and deliver a range of services including Remote Monitoring and Management, Mobile Device Management, Managed Print Services, cloud management, Security, and Network infrastructure.
- Drive continuous service improvement and resource capacity management within areas of responsibility.
- Manage IT service desks based in Cardiff, and remotely.
- ITSM Development and Management ITSM to meet business and customer needs.
The Candidate:
- Significant experience IT service delivery.
- Excellent experience in ITIL and the implementation of standards.
- Highly developed communication skills with the ability to manage relationships.
- Strong ability to lead, nurture, and influence.
- Proven project management skills with experience in delivering complex IT projects.
- Experience in managing service desk operations.
- Strong focus on customer satisfaction and successful delivery of SLA compliance.
- ITIL, Prince II, or equivalent qualifications/certifications.
- Understanding of cybersecurity and ITSM platforms.
The Package:
The opportunity to work with an award-winning leader in their industry.
A creative and ambitious company environment.
Salary of circa 50k, plus excellent benefits including:
- Private Healthcare with BUPA
- 23 days holiday per year plus bank - rising with service
- Death in service (4 x salary)
- Group income protection
- Genuine opportunity for career development within a large, growing tech environment.
