Service Delivery Manager

at  Trident

Job Location: Office based - Brighton (this is not a remote working role)
Please note: Visits to client’s sites will be required.
Job Type: Permanent
Salary: Competitive, details on application
Job Ref: Service Delivery Manager
Driving License: A full UK driving license is required. (This role includes a company vehicle)
Reports To: Technical Manager
Trident, a leading MSP (Managed Service Provider) based in the Southeast, seeks a driven and dynamic professional to join our team as a Service Delivery Manager.
With over 30 years of experience, our team of business and technical consultants possess exceptional knowledge, drive, and passion. We pride ourselves on delivering exciting and impactful technology business-to-business and maintain high-level partner relations with top industry suppliers, including Microsoft, Dell, SonicWall and Cisco Meraki.
As our company experiences rapid growth and looks toward future expansion, this position will continue to fulfil current and ongoing exciting projects and give an excellent opportunity for the individual to explore new and emerging technologies.
We seek a passionate individual to join our team. As a Service Delivery Manager, you will be responsible for leading and overseeing the service delivery of our organisation, ensuring that all customer inquiries and issues are resolved efficiently and effectively.
This office-based position comes with the added benefit of unlimited training opportunities, providing the right candidate with an excellent opportunity to join our established technical team and develop their career. We are looking for a highly motivated individual with outstanding leadership and communication skills. If you are passionate about delivering exceptional service and have the expertise to lead our technical and support desk teams, we encourage you to apply and take the next step in your career with Trident. This is a key role, and we are excited to have the right person join our team.
Trident is dedicated to nurturing the professional growth and technical skills of our team. We believe that investing in our team’s expertise not only benefits our employees but also enhances the quality of services we provide to our clients. During their employment, the successful candidate will benefit from not only being part of exciting new technologies and services but also continual training, certification, and mentorship.

The Service Delivery Manager’s core responsibilities are:

• Understand our clients’ needs and concerns to ensure that the service provided to them exceeds their expectations.
• Be responsible for identifying areas for improvement in service delivery and working with internal teams to implement changes that will improve the overall consistency and quality of service provided to clients.
• Manage the internal and client escalations, by ensuring that they’re completed/resolved in a timely and effective manner.
• Develop and implement quality standards and processes for the delivery of IT professional services, ensuring that they meet the requirements of clients and relevant industry standards.
• Ensure that all work is completed to a high quality, and that any issues or non-conformities are identified and resolved in a timely manner.
• Conduct regular quality audits of all services being delivered and provide feedback and coaching to team members to improve performance.
• Work with the Technical and Helpdesk Managers to ensure that all team members are trained and equipped with the necessary skills and knowledge to deliver high quality IT professional services.
• Review customer calls to identify areas for improvement in service delivery and customer satisfaction.
• Manage and continually improve customer satisfaction measures, reporting processes and systems; based on regular customer surveys and post-case questionnaires.
• Set agreed installation satisfaction targets within the team and with other departments.
• Hold regular service review meetings to ensure that the Helpdesk team consistently delivers an outstanding level of customer service to our clients.
• Regularly attend sales meetings, user groups and other customer-facing events across the UK as required.
• Continued assessment of security, Integrity, and availability both internally and in part of Trident’s service.
• Continued assessment of regulatory and compliance requirements for both Trident and its clients.
• Working to ISO 27001, 14001 and 9001 requirements and Trident’s operating procedures.
• Provide vision and leadership for the business and helpdesk capabilities.

Qualifications and Skills - The successful candidate will require expert knowledge with the following technologies:

• Microsoft Windows Server operating systems (including AD, DNS, DHCP, Group Policy, etc.).
• Microsoft 365 (implementation, administration, and support), including Exchange Online Exchange. Online Protection, SharePoint Online, Teams and OneDrive for Business, Microsoft Endpoint Manager (InTune and AutoPilot); and Microsoft Defender for Office 365.
• Microsoft Azure configuration, administration, and support.
• Configuration, administration and support of VMware and Microsoft Hyper-V.
• Networking principles including VLAN’s, LAGS, VPN’s and routing.
• Microsoft Office components such as Word, Excel, Outlook, etc. support.
• Configuration, administration and support of Firewall products such as SonicWALL, PaloAlto, Fortinet and WatchGuard.
• Backup & disaster recovery solutions such as StorageCraft, Veeam and N-Able, etc.
• A flair for troubleshooting, communication, and exceptional customer service.
• Excellent communication skills, both written and verbal.
• Be flexible and adaptable to situations and changing requirements.
• Excellent task and time management.
• MSP experience and a relevant IT qualification.

The role includes the above skills and responsibilities, but this is not an exhaustive list as business needs change.

GENERAL TRIDENT RESPONSIBILITIES:

• Accurately logging time spent on all activities within the CRM software.
• Managing service and project tickets effectively within the CRM software.
• Keeping the Resource Management Team informed of any issues or delays promptly for appropriate diary and customer expectation management.
• Completing department-specific training as required.
• Ensuring all data is kept secure in accordance with company policies.
• Completing HR, security, health and safety, and assigned training through the e-learning training portal.
• Demonstrating understanding of Trident’s policies and procedures, including its Information Management System (IMS) and Information Security Management System (ISMS).

The Service Delivery Manager’s core responsibilities are:

• Understand our clients’ needs and concerns to ensure that the service provided to them exceeds their expectations.
• Be responsible for identifying areas for improvement in service delivery and working with internal teams to implement changes that will improve the overall consistency and quality of service provided to clients.
• Manage the internal and client escalations, by ensuring that they’re completed/resolved in a timely and effective manner.
• Develop and implement quality standards and processes for the delivery of IT professional services, ensuring that they meet the requirements of clients and relevant industry standards.
• Ensure that all work is completed to a high quality, and that any issues or non-conformities are identified and resolved in a timely manner.
• Conduct regular quality audits of all services being delivered and provide feedback and coaching to team members to improve performance.
• Work with the Technical and Helpdesk Managers to ensure that all team members are trained and equipped with the necessary skills and knowledge to deliver high quality IT professional services.
• Review customer calls to identify areas for improvement in service delivery and customer satisfaction.
• Manage and continually improve customer satisfaction measures, reporting processes and systems; based on regular customer surveys and post-case questionnaires.
• Set agreed installation satisfaction targets within the team and with other departments.
• Hold regular service review meetings to ensure that the Helpdesk team consistently delivers an outstanding level of customer service to our clients.
• Regularly attend sales meetings, user groups and other customer-facing events across the UK as required.
• Continued assessment of security, Integrity, and availability both internally and in part of Trident’s service.
• Continued assessment of regulatory and compliance requirements for both Trident and its clients.
• Working to ISO 27001, 14001 and 9001 requirements and Trident’s operating procedures.
• Provide vision and leadership for the business and helpdesk capabilities