IT Service Delivery Manager

Job Description

Mark1 IT are very excited to be offering the position of IT Service Delivery Manager, as we look to find the ideal candidate to lead our Operations Team.

Are you driven, self-motivated and looking for a role where you will receive high recognition and be rewarded for your contributions, with the opportunity to make real change that matters?

Do you have a proven, highly Technical track record in IT, with 7 years+ experience? Are you a time served Technical Team Leader and are looking for your next challenge? If so, then look no further; Mark1 IT has the perfect role for you with an exciting opportunity within our company.

Working as the manager of the Operations team to provide exceptional service to our varied client base, you will have a fantastic opportunity to help grow our company, develop the team, provide strategic and technical support and guidance in all things service, and your career.

The role is based in our Melton Mowbray office with the option to work from home 1 day per week upon a successful 6 month review period.

Purpose

Customer Relationship Management

• Providing effective leadership for all operations to the client base
• Delivering against Service Level Agreements, KPI’s and Strategic Improvement Programmes
• Working effectively with the customer and internal delivery teams
• Monitoring and improving levels of customer satisfaction

People Management

• Providing effective tactical and strategic advice, coaching and guidance to technical staff with a focus on operational delivery for all direct reports, provide personal/career development
• Ensuring effective resource management, influencing, and identifying required resources within Operations and wherever possible forecasting ahead in a timely manner
• Recruiting new members to your team, as and when required
• Setting and managing SMART objectives for direct reports

Project & Commercial Management

• Managing and controlling Project scope and internal compliance against the scope
• Working with your team on planning and subsequent delivery of the plan including relationship mapping/management
• Identifying and if necessary, securing upsell opportunities

Quality Assurance

• Supporting the effective transition of the services into BAU adhering to Service Transition Process
• Serve as the primary contact for all escalations.
• Holding quality and service reviews with Clients and ensuring that using feedback for service improvement
• Reviewing and approving key Service Management documentation for customer engagements
• Developing and publicising Service Management best practice processes, procedures, guidelines and templates for the ticketing system
• Creating and managing any contracted Quality documentation e.g. Service Operations Manual, Asset Risk Assessment Register, Communications Plan etc.

Leadership

• Driving the delivery, efficiency and effectiveness of the contracted services
• Motivating to achieve service excellence daily to bring about improvements in Services, processes and the organization

Skills & Experience

• A proven track record in Senior IT Support role including Project Delivery – 7+ years (exceptions may be made for outstanding candidates); being able to provide holiday cover for Technicians with visiting clients site for support where necessary
• Business experience gained in Team Leadership
• Relationship building with senior members of an organisation – gaining trust and confidence from customers
• Ability to handle difficulties, performance problems and conflict between team members
• Ability to understand and manage process issues relating to project charters and to maximise efficiency through negotiation
• Ability to work as part of a team with a high degree of drive, determination and motivation to succeed
• Ability to prioritise and manage multiple tasks
• Proven strong customer relationship and negotiation skills
• Proven ability to innovate and drive service roadmaps
• Excellent interpersonal and communication skills, including written and presentation skills
• Be able to demonstrate IT related problem-solving skills to 3rd line level including Project delivery
• Undertaking or have undertaken specific service management training e.g. ITIL

As this is a Management position within our team, you will have the opportunity to help shape our company as it grows.

Why join us?

We are a growing Managed Service Provider, providing a broad range of IT services to our Clients based within the United Kingdom. We strive to achieve the right balance for you, delivering excellent client service whilst supporting you in fulfilling your potential and achieving your goals. We have progressive training plans in place to help develop and hone your skill sets in all the core applications we support.

We offer a competitive salary and benefits package including:

• Monthly package of your choice up to value of £30 – Gift box, Gym subscription etc…
• 5% Employer pension contribution
• An extra day off on your birthday
• Vendor based certified training and exams ie. Microsoft, Veeam, Barracuda, ESET, Horizon…

All our team are sociable and we hold regular quarterly Team events such as Go-Karting, social meals, Paintball and much, much more..

If you think you’ve got what it takes to be involved in a very diverse IT company, where no two days are ever the same, where each Friday we buy breakfast for our team if we collectively achieve our weekly goals, please get in touch..

Salary: £35,000.00-£42,500.00 per year

Benefits:

• Additional leave
• Company events
• Company pension
• Discounted or free food
• On-site parking

Schedule:

• Monday to Friday

Supplemental pay types:

• Yearly performance related bonus

Ability to commute/relocate:

• Melton Mowbray, Leicestershire: reliably commute (required)

Education:

• A-Level or equivalent (preferred)
• Management/Leadership training

Experience:

• Information Technology: 7+ years (required)
• Full UK Driving License

Job Types: Full-time, Permanent

Pay: £35,000.00-£42,500.00 per year

Benefits:

• Company pension

Schedule:

• Monday to Friday

Application question(s):

• Have you completed Leadership/Management training?

Education:

• A-Level or equivalent (required)

Experience:

• Leadership: 2 years (required)
• IT Support: 5 years (required)
• Networking & Server Hardware/Software: 3 years (required)

Licence/Certification:

• Manual Vehicle Driving Licence (required)

Work Location: In person

Reference ID: ITSDM-JAN24