Service Delivery Manager requires to join our team in Kettering. The successful candidate will be required to:
- Manage service delivery across brand-facing and corporate systems
- Define and own SLA for the above
- Track and report service delivery KPIs
- Ensure effective monitoring of all critical systems
- Own and execute support processes
- Lead and mentor small team of Service Desk Analysts
- Own communication around service incidents and maintenance
- Responsible for delivering RCA for incidents to the CTO
- Responsible for ensuring legal compliance and meeting IT security requirements
- Support team in troubleshooting a variety of issues and requests via telephone, email, remote desktop support.
- Own and maintain issue tracking/management system
- Use trend analysis to identify common problems/weaknesses
- Update self-help documents, training material for new users
- Research and resolve technical issues and provide technical solutions
- Liaise with technical teams to manage new installations and updates
- Own licensee/member/employee on/off-boarding processes
Skills, Knowledge and Experience Required
- Solid experience in a similar role
- BA/BS degree in Computer Science or related technical field, or equivalent practical experience.
- Process and results orientated
- Excellent analytical and diagnostic skills
- Demonstrated proactive and creative problem‑solving approach
- Strong sense of ownership, and a proactive can‑do attitude.
- Excellent interpersonal, communications and presentation skills.
- Ability to generate respect and trust from staff and external customers.
- Good organisational skills, with high attention to detail
- Excellent project management skills
- Track record of handling multiple complex streams of work.
- Strong team player, but equally good at taking initiative
- ITIL or similar qualification
