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Service Delivery Manager
Due to further growth, my client is looking for a dynamic leader who has a passion for delivering outstanding IT Support services.
- Hybrid position - 3 days a week in the office - Central Sheffield
- Salary up to £55,000 p/a
- Looking to get someone started ASAP so this will move quickly.
- To apply please call or email
This is a fantastic opportunity to lead the service delivery function of our MSP, overseeing daily operations and ensuring high levels of client and customer satisfaction. You will play a pivotal part in the team leadership and strategic planning to support the wider goals of the Operations Department.
My client is expanding - reaching new markets and territories as well as enhancing their services. With fresh investment, they are looking for senior members to add to the management team to support their ambitious journey while maintaining the high standards they are known for.
Responsibilities:
- Oversee service operations to ensure exceptional results for clients within the IT Solutions team
- Maintain a customer-first approach, ensuring support teams consistently deliver a high-quality service
- Analyse ticket performance through dashboards, offering insights and trend assessments
- Manage and support the Incident Management process, including after-hours coverage
- Maintain compliance with the Zendesk ticketing system
- Ensure KPIs and client SLAs are met, and performance trends are evaluated.
- Work closely with Client Account Managers and Customer Success Managers to ensure communication is clear at all times
- Oversee the transition of new clients and sites into service delivery operations
- Collaborate with sales to drive the success of new projects
- Manage one-on-one meetings, performance appraisals, risk assessments, and recruitment
Requirements:
- Proven managerial and leadership experience - heading up teams in a fast-paced technical support environment
- Extensive experience in IT service desk operations from 1st to 3rd line escalations
- Strong decision making
- Experience in client management and building strong professional relationships
- Expertise in incident management and resolution
- Proven ability to set, meet and exceed SLA and KPI targets
- Experience in process creation, improvement and implementation
- Strong data analysis skills to create informed decisions
- In-depth knowledge of IT operating systems and service management best prices
Non-negotiables…
- Must currently live within a commutable distance of Sheffield City Centre
- Be a UK Citizen, not currently sponsored by an external organisation
- Available to start ASAP
To be considered…
Please either apply by clicking online or emailing me directly to . For further information please call me on . I can make myself available outside of normal working hours to suit from 7am until 10pm. If unavailable, please leave a voice or text message and I will respond as soon as possible. By applying for this role, you give express consent for us to process & submit (subject to required skills) your application to our client in conjunction with this vacancy only.
Key Skills - Leadership, Service Desk, Client Management, Collaboration
