OVERVIEW

The number one goal of everyone in our team is to make our Clients exceptionally happy. This is especially true of the Service Delivery Manager role.
The Service Delivery Manager oversees the building, leading & growing a team that includes Apprentice, Support Analyst and Senior Support Analyst / Network & Field Engineers, along with a series of Trusted Contractors and Vendors.
The Service Delivery Manager has a pivotal role in leading the Support / Service Delivery Team to make sure that they’re efficient, happy, productive and (most importantly) continually getting amazing feedback from our Clients.

SKILLS & ATTRIBUTES

Desired

• Great Communications skills, founded in being a good listener
• IT literate – Advanced user level
• A deep desire to deliver an amazing Client Experience
• Drivers license
• The ability to keep up with & adapt to the fast-paced IT world
• Experience working for a Managed Service Provider (MSP) or IT Support Business.
• Experience using a Ticketing system / RMM Tool and PSA software
• Experience and knowledge of working with the Microsoft 365 Platform

Nice to Have

• Skills in Strategic & Resource Planning with an ability to think and plan ahead
• Experience handling Technical Service Tickets
• Professional IT Certifications such as Microsoft MCP, MCSA or MCSE, ITIL, ITSM, etc.
• Client Experience Certifications such as Helpdesk Habits etc.
• Management & Leadership Experience of an IT Service Team

Job Types: Full-time, Permanent
Pay: £35,000.00-£45,000.00 per year

Additional pay:

• Bonus scheme

Benefits:

• Company events
• Company pension
• Cycle to work scheme
• Discounted or free food
• Gym membership
• On-site parking
• Private medical insurance

Schedule:

• Monday to Friday

Experience:

• IT support: 4 years (required)
• Management: 1 year (preferred)
• MSP: 2 years (preferred)

Licence/Certification:

• Driving Licence (required)

Work Location: In person
Reference ID: SERVICEDELIVERYMANAGE

Customer Management

• Provide a point of contact for non-technical issues & escalations for our Clients
• Liaise with Clients to make sure that they are happy and our team and solutions are running smoothly and are adequate for their current & future needs
• Communicate any information that the customer needs to be aware of (i.e. COVID handling, Holiday Schedules, etc.)

Development / Use of our PSA

• Use our PSA to manage and monitor all Client-facing activity
• Develop and use the platform to introduce new processes when required
• Introduce/Expand automation of business processes where possible
• Reporting of KPIs and other relevant data
• development/USE of our rmm
• Review RMM policies to ensure adequate patching & monitoring are taking place
• Schedule and oversee updates and upgrades to RMM don’t break any patching/monitoring jobs

Introduction of New Products and Services

• Manage and oversee rollout of new technologies/services across the customer base
• Evaluate and manage needs on a per customer basis
• Manage retirement of obsolete technologies/services when required
• Analyse business impact when adding or removing technologies communication, Reporting & risk
• Identify, Communicate and Mitigate potential risks to the Company and Clients
• Create and be Accountable to Regular Reporting to the Leadership Team
• Ensure Root Cause Analysis & Remediation is continually happening for both Technical and Business incidents to avoid them happening in the future
• Manage client expectations to ensure that the Team can deliver on what is promised team work
• Lead, Manage & Mentor the Service Delivery Team. This includes Hiring, Managing and (hopefully never) Terminating Team Members
• Manage the well-being of the team by providing regular 1:1 reviews and roadmaps for all individual members of the team
• Identify each Team member’s strengths and weaknesses and make sure that they are in a position that will make both themselves and the Team thrive
• Coordinate, schedule and staff the Service Team to high utilization
• Support the Team and Clients with any unusual/high-level issues that arise
• Review and approve Timesheets & Expense Reports
• Ensure Standard Operating Procedures (SOPs) are continually being followed, created & improved to continually deliver better levels of experience to our Clients numbers and metrics
• Creating, Managing & Improving both Individual & Team KPIs and Performance Metrics
• Identify & Lead Initiatives to Improve on all KPIs & Performance Metrics
• Accountable to KPIs & Metrics that will include things such as Client Satisfaction Scores (CSAT), Team Efficiency, Agreement Gross Margins & Team Happiness as well as intangible metrics that align with things such as our Company Core Values