Service Delivery Manager

Position: Service Delivery Manager

Location: East London

Salary: 40k-50k

Our client is a fast-growing ICT Services & Solutions provider for businesses and schools across the South of England.

Founded in 1977, we have a long-standing reputation for delivering ICT excellence and support with a personal touch.

This is the ideal role for an individual with live experience in providing IT support and project delivery within an MSP environment or as a member of an internal IT support team looking for their next step. You should be passionate about providing exemplary customer service.

Role:

• Responsible for direct management of onsite education Team Leads and Network Managers including; identification of skills gaps, creation of skills matrices, development and implementation of training program at both individual and team level, tangible reporting to show a service improvement link between program and individual performance.
• Service Delivery Management: Act as the primary manager and escalation point for
  service delivery at education customer sites.
• Collaborate closely with onsite service
  engineer teams and account managers to efficiently meet customer requirements,
  ensuring issues are resolved correctly and promptly.
• Customer Communication: Take ownership of problems with clear and concise
  communication, managing customer expectations effectively whether in person,
  over the phone, or via remote connectivity.
• Team Leadership: Oversee education site leads, ensuring support tickets are
  addressed within agreed customer SLAs. Mentor and develop teams to enhance
  their performance and service delivery.

Responsibilities:

• Responsible for direct management of onsite education Team Leads and Network Managers including; identification of skills gaps, creation of skills matrices, development and implementation of training program at both individual and team level, tangible reporting to show a service improvement link between program and individual performance.
• Service Delivery Management: Act as the primary manager and escalation point for
  service delivery at education customer sites.
• Collaborate closely with onsite service
  engineer teams and account managers to efficiently meet customer requirements,
  ensuring issues are resolved correctly and promptly.
• Customer Communication: Take ownership of problems with clear and concise
  communication, managing customer expectations effectively whether in person,
  over the phone, or via remote connectivity.
• Team Leadership: Oversee education site leads, ensuring support tickets are
  addressed within agreed customer SLAs. Mentor and develop teams to enhance
  their performance and service delivery.
• .

Essential

• Intermediate level of knowledge and use of Microsoft Office applications
• A proven passion for ICT and all things technology.
• Install, configure, trouble shoot issue, using: All MS Windows desktop platforms All MS Office desktop applications Apple mobile technologies Android & Windows mobile technologies. One at least to an accredited standard.
• Install, configure, troubleshoot issues, using: All MS Exchange platforms All MS Windows server platforms. One at least to an accredited standard.
• PC/Server hardware - upgrade, both hardware and firmware, RAID configurations, iLO Active Directory - configures sites and services, resolve issues.
• Firewalls, routers & VPNs - install, configure and troubleshoot.
• Office 365 - create accounts, breakdown, trouble shoot issues, AD sync etc.
• Microsoft Hyper v / VM Ware - basic skills.
• SharePoint.
• Veeam - setup, implement and trouble shoot local and datacenter based backups
• Switches - install and configure, setup VLAN's, tagging, breakdown, trouble shoot issues.
• Audio visual equipment - knowledge of interactive screens, accompanying suite of software and how to troubleshoot issues

INDIT

Planet Recruitment acts as an employment agency for permanent recruitment and an employment business for the supply of temporary workers. Planet Recruitment is an Equal Opportunities Employer.

By applying for this role your details will be submitted to Planet Recruitment. Our Candidate Privacy Information Statement explains how we will use your information.

Only candidates with the relevant skills and experience will be contacted after application, if you do not hear back from us within 7 days you have unfortunately been unsuccessful in your application.

Please note that no terminology in this advert is intended to discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the position.