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For Companies At a Glance
- Tasks: Lead and support IT teams, manage ticket queues, and ensure exceptional service delivery.
- Company: Join a top UK provider of Managed IT Services for diverse sectors.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for professional growth.
- Why this job: Be part of a dynamic team that values creativity, problem-solving, and personal development.
- Qualifications: 5 years in Service Desk, expertise in Microsoft 365, Azure, and ITIL standards required.
- Other info: Work Monday to Friday, 9am to 5.30pm, with a salary range of £40,000 - £50,000.
The predicted salary is between 34000 - 50000 £ per year.
Job Description
IT Service Delivery Manager – Swaffham
We are working exclusively with one of the UK’s leading provider of Managed IT Services that predominantly support enterprise level Commercial, NFP (Not For Profit) and Public Sector owned organisations with multiple locations and employees across the UK.
Role Overview:
- You will take day-to-day responsibility for three key operational teams, Service Desk, Provisioning Desk, and our newly formed Service Assurance each supported by a dedicated Service Coordinator.
- You’ll manage a high-volume ticket queue through ConnectWise, ensuring all teams and individuals consistently exceed the exceptional SLA standards our clients expect.
- As a team coach and leader, you’ll guide your team through complex issues, encouraging creative thinking and problem-solving from multiple perspectives.
- You will mentor and support a diverse team, ensuring workloads are balanced, morale is high, and each team member feels empowered to grow, develop, and succeed.
- In partnership with Service Coordinators, you will oversee resource planning and scheduling, while stepping in to provide hands-on support during peak demand or unexpected absences.
- You’ll handle both praise and complaints, ensuring that processes, resources and training are continuously reviewed and evolved to address root causes rather than one-off issues.
About You:
- You will be a seasoned IT Service Delivery Manager or Engineer with deep expertise in Microsoft 365, Microsoft Azure, Intune, Connectivity, Networking, and Wi-Fi solutions.
- You will have a solid understanding of delivering service based on ITIL standards as we as experience working within a highly complaint sector.
- You will be someone who can thrive on the floor with your teams, bringing energy, clarity, and fun to the day. You’ll lead by example, coaching and mentoring in real-time to create a positive, high-performance environment.
- You will be highly meticulous, always scanning for missed tickets, overlooked opportunities, misdirected triage, or team members who may be struggling, stepping in with support and solutions.
- Your approach to service delivery is rooted in flexible organisation and proactive resource management, ensuring your teams deliver consistent, exceptional service even in high-pressure or fast-changing situations.
Experience:
- Microsoft 365: 5 years (required)
- Microsoft Azure: 3 years (required)
- Microsoft Intune: 3 years (required)
- Networking and WIFI: 3 years (required)
- Connectivity: 3 years (required)
- Service Desk : 5 years (required)
- MSP / MSSP: 3 years (preferred)
- ITIL: 3 years (preferred)
United Kingdom (required) – Work Location: In person/ Hybrid – Monday to Friday – 9am/5.30pm
£40,000 – £50,000
IT Service Manager - Swaffham employer: Contract Personnel Limited
Contact Detail:
Contract Personnel Limited Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Manager - Swaffham
✨Tip Number 1
Familiarise yourself with the specific tools and technologies mentioned in the job description, such as Microsoft 365, Azure, and Intune. Being able to discuss your hands-on experience with these platforms during the interview will demonstrate your suitability for the role.
✨Tip Number 2
Showcase your leadership skills by preparing examples of how you've successfully managed teams in high-pressure situations. Highlighting your ability to coach and mentor will resonate well with the hiring team.
✨Tip Number 3
Research ITIL standards and be ready to discuss how you've implemented these practices in your previous roles. This knowledge will show that you understand the framework that underpins effective IT service delivery.
✨Tip Number 4
Prepare to talk about your experience with resource planning and scheduling. Providing concrete examples of how you've optimised team performance and ensured service excellence will set you apart from other candidates.
We think you need these skills to ace IT Service Manager - Swaffham
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience with Microsoft 365, Azure, and Intune, as well as your ITIL knowledge. Use specific examples that demonstrate your ability to manage service delivery and lead teams effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for IT service management and how your leadership style aligns with the company's values. Mention your experience in high-pressure environments and your approach to mentoring and supporting team members.
Showcase Relevant Achievements: Include quantifiable achievements in your application, such as improvements in SLA compliance or successful project completions. This will help illustrate your capability to exceed expectations and drive team performance.
Proofread and Edit: Before submitting your application, carefully proofread your documents for any spelling or grammatical errors. A polished application reflects your attention to detail, which is crucial for an IT Service Manager role.
How to prepare for a job interview at Contract Personnel Limited
✨Showcase Your Technical Expertise
Make sure to highlight your experience with Microsoft 365, Azure, and Intune during the interview. Be prepared to discuss specific projects or challenges you've faced in these areas, as this will demonstrate your deep understanding of the technologies relevant to the role.
✨Emphasise Leadership Skills
As an IT Service Manager, you'll be leading teams. Share examples of how you've successfully coached and mentored team members in the past. Discuss your approach to maintaining high morale and balancing workloads, as this is crucial for the role.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities in real-time situations. Think of scenarios where you had to manage a high-volume ticket queue or resolve complex issues, and be ready to explain your thought process and actions taken.
✨Demonstrate Your Understanding of ITIL Standards
Since the role requires knowledge of ITIL standards, be prepared to discuss how you've applied these principles in your previous roles. Highlight any specific processes you've implemented to improve service delivery and client satisfaction.
