Service Desk Delivery Manager sought to join the IT department of an award-winning, national recruitment agency group with over £1billion turnover nationwide.This is a permanent, full-time role based 100% onsite in the company’s Meriden head office.The Role:As Service Desk Delivery Manager, you will play a leading role in improving and maintaining the performance of the company’s Service Desk department by defining and adopting department standards, and effectively managing the Service Desk team in order to ensure that business needs are met efficiently and to a high quality. This role reports directly to the IT Director.Your day-to-day responsibilities will include:

Definition and adoption of service design standards, SLAs, monitoring and pro-active maintenance across the IT estate.
Business relationship management, ensuring the Service Desk team achieve service levels to a high quality.
Managing and continuously improving IT Service Support and Service Delivery processes to meet business needs.
Ensuring successful delivery of a high-quality IT Service Desk and IT Operations to internal and external users.
Leading on working with 3rd parties to develop, deliver and transition change into operational support.

The successful Service Desk Delivery Manager will demonstrate the following:

ITIL qualified to Practitioner level or proven experience is essential
10+ years in an equivalent role, managing a team of service desk analysts
Strong people management skills are essential
Experience with supporting Windows 10/11, iOS and Mac across a range of devices
Experience of working with Cloud Transformations or Public Cloud Adoption
Experience of using Azure
Excellent knowledge of all current and emerging Service Management methodologies
Experience of working with Service Now or Fresh Service
Demonstrable and extensive experience of leading the Service Delivery function within a multi-site SME
Experience of managing third parties and third party delivered services to strict Service Level Agreements
Experience in implementing and reporting on internal SLAs
Demonstrable experience in service transition, introducing project deliverables into live service
Able to commute 5 days per week to Meriden HQ

Benefits Package:

£50,000 - £65,000 salary depending on experience
30 days holiday including bank holidays pro rata on joining
32 days holiday including bank holidays after 1 year, rising annually to max of 37
Comprehensive training and mentoring with opportunities for personal and professional growth
9am-5.30pm Mon to Thursday, 9am-5pm Friday
Flexible work arrangements
Free onsite parking (includes electric charging points)
Nest Pension
Access to discounts app
Subsidised bistro
Indoor gym
Squash court and recreation area
A collaborative and inclusive work culture

Service Desk Delivery ManagerMeriden, West Midlands£50,000 - £65,000 depending on experience + benefits

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