Service Delivery Manager

at  ELEMIS

DESCRIPTION

We are seeking a dynamic and experienced Service Delivery Manager to lead the service delivery and support desk as we undergo a significant digital transformation. This is an exciting opportunity to be at the forefront of a major revamp in IT support and service delivery for a prestigious and innovative brand in the luxury skincare industry. The candidate for this role should be technically excellent, with a strong background in IT support, IT infrastructure and service management, combined with project management skills and the ability to lead and inspire a team.

SKILLS, KNOWLEDGE AND EXPERTISE

• In-depth knowledge of office 365 including advanced configuration and deployment of applications using MDM tools
• Have an excellent technical understanding of Microsoft Defender for endpoint, defender for cloud and other Microsoft security products
• Extensive experience of Intune and Azure environments and how to support them.
• Understanding of a cloud first business.
• Excellent networking and security knowledge with experience in deploying and configuring SASE solutions
• Experience: 3-4 years in infrastructure engineering, 2-3 years in service desk management.
• Experience managing the day-to-day operations of the service desk team.
• Technical expertise in multiple ticketing systems, with extensive experience in ServiceNow designing and developing the solution. This will include expert understanding of ticketing best practices and ITIL processes.
• Capacity to work in a high-pressure environment, managing multiple tasks efficiently.
• Ability to interact optimally with C suite and director level employees to develop processes to ensure optimal IT provision
• Ability to instill and inspire a learning culture within the IT support teams by being an active learner and striving to be a subject matter expert.
• Ability to define annual budget strategy and manage budget for procurement and project management within service desk needs.
• Experience managing and growing a team to support an expanding user base including external users associated with partner organizations.
• Excellent project management skills and a hands-on approach to executing transformational projects.

Leadership

• Lead, inspire and develop strategy for our service delivery and support desk team.
• Ultimately, re-viewing, re-defining and building scalable framework to support extensive global business growth.
• Leading the entire IT support team, ensuring effective management of first and second line support including managing escalation to 3rd Line.
• Subject matter expert: Life-long learner and ability to inspire the team, build a proactive learning team environment, implementing industry best practice to improve ways of working. Provide 3rd line escalation point for the IT support team, where necessary.
• Provide guidance, key point of business contact and leadership in a period of significant organisational change.

Project Management & Strategy

• Develop ServiceNow ITSM to automate processes and provide a scalable solution using industry best practices.
• Project Management: Collaborating whilst managing numerous stakeholder’s expectations to understand departmental challenges whilst providing scalable solutions.
• Develop spending strategy to maintain budgetary spend within defined parameters.
• Define, manage and execute new IT projects to modernize and keep the business ahead of the curve for modern business, IT maintaining a cloud first approach.