Service Delivery Manager (ITIL) – Milton Keynes – NEW!!!
Focus IT has the pleasure with assisting this very well established MSP. My client specialise within the SME and Corporate sectors, they have been in business for over a decade and are now industry recognised.
Due to planned growth my client is now seeking a Service Delivery Manager to come on board and take ownership of Service Delivery with a focus on customer satisfaction and retention. The role requires you to be involved with incident management of major service delivery issues that impact on customers, Investigation and trend analysis related to service delivery.
Setting and ensuring the delivery of key SLA’s for the IT Helpdesk function within a busy and fast growing IT Managed Services Provider. Management of service contracts and working with internal RMM developers to help drive profitability into the service contracts
You will have direct management of three employees, with indirect management of a further 45 employees.
You will be responsible for planning service improvements, mentoring staff, identifying and bridging skills gaps, managing budget, producing service reports and liaising with the management team as well as the customers directly. We are aiming to move towards providing support within an ITIL framework as well as looking to attain some ISO standards over the coming years. My client has a large number of small projects which are regularly being completed, part of this role will be too develop strategies for completing these projects and ensure the process becomes smoother with more check processes in place.
Excellent communication and Service Management skills with the ability to effectively manage and grow the support team.
experience of ITIL and managing service delivery function
KPI Ownership and Management
The Ideal candidate will have around 4-5 years experience as a Service Delivery Manager (not necessarily from a MSP background) with strong exposure to ITIL Management.
This is an excellent opportunity for a Service Delivery Manager seeking to utilise your skill sets within this very dynamic Managed service provider and progress in your career path.
The role is based in the Milton Keynes head and is commutable from Northampton, Northamptonshire, Buckingham, Buckinghamshire, Bedford, Luton, Aylesbury and Oxford. Please forward your CVs to firstname.lastname@example.org or alternatively call 01908 661000 for more information.
Salary: £50,000 – £60,000 + Great Benefits.