Service Delivery Manager - Brighton
Service Delivery Manager
Brighton, East Sussex
37.5 Hrs
Salary £35,000 + on Call
We are currently recruiting for an IT Service Delivery Manager is to ensure delivery and management of a quality, robust, customer centric IT support system to the highest standards. This will be achieved through management and monitoring of the IT Support team, ensuring resolution of customer incidents within SLA. You will be required to, manage workloads and prioritise work across the team as well as develop the service delivery organisation within company in line with the brand values.
This role plays a vital role in building and creating long-term service provider - customer relationships, acting as the bridge between the direct and indirect customer and IT operational delivery. You will be involved in a variety of tasks that will require management of the service desk and delivery of IT projects. The ability to Identify new technologies, systems and processes to enhance and protect the company will be a key requirement. This role also requires the ability to troubleshoot issues and to mentor and develop staff when required.
The business operates support outside of core business hours on a rota basis. The candidate will be required to be on call and cover remote support for business critical services between 6pm – 10pm Monday Friday and 8am-10pm weekends.
About you
- Must aspire to a culture of service excellence, always putting the customer and business at the centre of everything they do.
- Able to understand and deliver services which are provided on a 24x7x365 basis.
- Management of critical incidents and associated internal client communications
- Willingness and enthusiasm to continually develop technical skills in line with the needs of the business.
- Excellent written and verbal communication skills; good team player; highly motivated self starter; good relationship builder with strong diplomacy skills.
- Strong knowledge of Microsoft-based Operating systems such as Windows 10 and MS Server 2012/2016
- Experience of Networking, TCP/IP, DNS, DHCP troubleshooting
- Active Directory and Exchange administration and configuration
- PC hardware and software set-up and configuration
- Strong experience in analysis and problem-solving with the ability to take ownership of tickets from logging to resolution
- Technical advice\coaching for Inspiring Learning environment (Office Suite, HR, CRM, Reservation platforms)
- Successful service delivery - SLA achievement and high level of customer satisfaction, ensuring resolution within SLA and in accordance with defined IT policies and procedures.
- Participates and leads special projects as assigned by the Head of IT Infrastructure.
- Full UK driving license required
- Enhanced DBS check will be required
- ITIL Foundation
- MCP, CCNA or similar vendor specific qualifications
- Mature understanding of IT Service Management
About us
We are one of the leading providers of residential trips, we support teachers and group leaders in bringing learning to life. We aim to instil self-confidence and a sense of achievement, through a positive experience which is educational, enjoyable, challenging and rewarding. We have 10 centres across the UK and France, providing unbeatable learning experiences outside the classroom. Each centre is unique and offers slightly different educational opportunities. Our locations range from Areas of Outstanding Natural beauty to Sites of Special Scientific Interest.
Friday 15 November 2019