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**Please note this role is permanently based in our Glasgow Office*
SThree are pleased to announce we're recruiting for a talented IT Service Delivery Manager to join our team on a permanent basis.
The primary purpose of the Service Delivery Manager is to oversee and coordinate a team of engineers ensuring that all IT service tasks are completed efficiently and within agreed Service Level Agreements (SLAs). This role is pivotal in aligning IT services with the evolving needs and requirements of the business, driving operational excellence, and ensuring high-quality support. The IT Service Delivery Manager will be responsible for fostering a collaborative and responsive team environment and continuously monitoring performance.
About us
SThree is the global STEM-specialist talent partner that connects sought-after specialists in life sciences, technology, engineering and mathematics with innovative organisations across the world. We are the number one destination for talent in the best STEM markets.
What are the day-to-day tasks?
- Oversee the Service Delivery engineers who support and monitor the existing production environment, ensuring operational excellence.
- Recruit, develop, and mentor team members to deliver high-value services, while planning for future succession.
- Empower the team to continuously review and refine procedures and processes
- Act as the senior escalation point for IT service delivery issues, requests, concerns, and problems.
- Collaborate with internal resolver teams to ensure service delivery engineers possess the knowledge necessary to aim for first-time fixes.
- Define and own key job responsibilities and team targets for employees, integrating these into the performance review process
- Provide visibility into the management of team tasks and scheduled procedures for managing production services.
- Work closely with the Head of Service to effectively deliver support services
- Be available outside of normal business hours as an escalation contact for production and support issues that the team cannot address.
- Collaborate with regional service delivery managers to identify trends and patterns in problem management
- Build and maintain strong stakeholder relationships to ensure customer excellence.
- Collaborate with the Problem and Incident Manager to identify trends in service requests and incidents.
- Ensure efficient and timely responses to customer inquiries, swiftly identifying customer needs, logging, and managing service incidents to timely resolutions.
- Establish and monitor Service Delivery performance through metrics, stakeholder engagement, and transactional feedback.
- Coordinate with wider operational functions to ensure resources are allocated appropriately
- Oversee the full lifecycle management of the Service Delivery operational team.
What else are we looking for?
Knowledge & Experience:
- At least 10 year's proven experience in a corporate technology environment.
- Extensive experience managing operational teams providing global operations support and production monitoring services.
- Experience with ServiceNow is essential for managing service requests, incidents, and changes effectively.
- Demonstrated positive judgement, negotiation skills, and the ability to influence stakeholders at all levels.
- Proven leadership experience
- A passion for ensuring all SThree users have a positive experience with the global service delivery function.
- Strong analytical and reporting skills to drive data-driven decision-making and optimise service delivery.
- A proven commitment to quality practices and a focus on the customer, with an emphasis on delivering a service-focused IT environment.
- A good listener with the capability to be assertive when necessary. Demonstrates strong conflict-resolution skills.
Qualifications:
- Degree qualified in a Technology/Technology discipline (preferred)
- ITIL foundation.
Benefits for our U.K. teams include:
- The choice to work flexibly from home and the office, in line with our hybrid working principles
- Bonus linked to company and personal performance
- Generous 28 days holiday allowance, plus public holidays
- Annual leave purchase scheme
- Five days paid Caregiver/Dependant leave per annum
- Five paid days off per year for volunteering `
- Private healthcare, discounted dental insurance and health care cash back scheme
- Opportunity to participate in the company share scheme
- Access to a range of retail discounts and saving
What we stand for...
We're committed to ensuring for our colleagues, candidates and communities, that all processes are equitable, and everyone is treated with fairness and dignity where everyone belongs, is valued and is connected. If you need any assistance or reasonable adjustments in submitting your application, please let us know, and we'll be happy to help.
What we stand for..
We create community and deliver change that transforms the future for everyone. With this in mind, we're committed to ensuring for our colleagues, candidates and communities, that all processes are equitable and everyone is treated with fairness and dignity where everyone belongs, is valued and is connected.
If you need any assistance or reasonable adjustments in submitting your application, please let us know, and we'll be happy to help.
