Service Delivery Manager

Service Delivery Manager – London

Job Title: Service Delivery

Location: London

Job Type: Full-Time

Job Summary:

We are looking for a dynamic and results-oriented IT Service Delivery Manager with a proven track record of successfully overseeing the delivery of high-quality IT services and solutions. Seeking a challenging role where you can leverage your leadership skills, technical expertise, and strategic mindset to drive operational excellence, optimize service delivery processes, and exceed client expectations in a dynamic and fast-paced environment.

What will your day to day look like?

Service Management:

• Monitoring and coordinating IT servicedesk functions to ensure optimal service for our clients.
• Maintaining high performance levels for service-related processes, and implementing improvement activities wherever necessary.
• Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for root cause analysis.
• Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
• Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.

Managing Clients:

• Hold monthly, quarterly, and biannual reviews with key stakeholders.
• Run reports to measure success against client KPIs and SLAs and analyze data to inform Quarterly Business Reviews (QBR) and Service Reviews.
• Create and run ad-hoc reports to provide client status information for QBRs. Eg Windows Updates.
• Continuously deliver reporting improvements, minimizing manual effort and maximizing the use of reporting tools.
• Create high-quality client-facing reports and deliver them to key stakeholders.

Efficiencies:

• Support Team Leaders to do weekly ticket quality checks, addressing required small improvements with the Engineers and raising bigger issues and recurrent problems with the Team Leaders.
• Analyzing third-party as well as internal processes, and creating strategies for service delivery optimization.
• Identify recurrent tickets and assist in minimizing their frequency.
• Continually monitor the information held on clients in ITGlue (ITG) and highlight missing information.

To be successful in your role you must have:

• A minimum of 3 years of MSP experience & service delivery experience.
• ITIL Qualified.
• Strong customer service skills.
• Be able to present to external clients.

What we offer:

• 23 Days + birthday off.
• BUPA Cash Plan.
• 50% Flexible working.
• Work from Home Allowance.
• Charity days off (2 days a year).
• Training by professionals and courses funded.
• 3 Social events a year.

About Us:

T-Tech is a fast-growing IT Consultancy, Support and Cloud Service provider in the UK, serving SMEs in the Accountancy and Professional Services sector. Our customers demand and deserve great proactive service and responsive support. We understand how important it is to optimize day-to-day operations and we help our customers embrace innovation and drive growth. We do that by showing them how to cut risk, improve productivity and leverage IT to gain competitive advantage. At T-Tech, we’re about keeping UK business up and running, resolving problems quickly, providing personal attention and providing our customers with reliable IT support when they need it.

Our business focuses on 6 areas of service: Business Consultancy; IT Support; Technical Consultancy; Cloud, Networks & Security; Intelligent Automation; and Communications.

At T-Tech, our values are core to who we are; we promote and live these in all areas of our work to give our team and our clients the best experience of T-Tech:

• Service Centric: We put our customers at the heart of what we do. We are accountable for our actions and honour our commitments. We go the extra mile.
• United: We succeed as a team, pulling together to achieve our goals. We understand and respect others’ views and perspectives. We communicate openly with each other, sharing, challenging, and supporting.
• High Standards: We take pride in the quality of our work. To give our best, we plan thoroughly and strive continually to improve our effectiveness. We have a thirst for knowledge to enable us to learn and improve.
• Agile: We are agile in our thoughts and actions, anticipating and adapting quickly to new opportunities and situations. We manage changing priorities to work flexibly and with resilience.

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