IT Service Delivery Manager
We are a Specialist Technology recruiter currently working on behalf of a leading awarding winning IT Reseller, who are looking to recruit the following position:
IT Service Delivery Manager X2 Up to £35,000 + £4,800 KPI Bonus + £2,500 Performance Bonus
Initiate new customers into the service desk by managing programme of service initiation tasks
Manage projects to service desk handovers
Maintain schedule of proactive maintenance tasks for each customer
Manage delivery of proactive maintenance campaigns
Identify, review and coordinate implementation of service recommendations
Manage change control of customer documentation / runbooks
Maintain regular communication with customers during P1 critical incidents
Write customer (p1) reports for critical incidents
Liaison with Account Managers on incident history/progress
To manage customer complaints improvement activities and maintain customers at risk profile
To ensure Service Desk is performing to SLA requirements
To manage customer escalation profile
To manage Assets and Warranty renewals for all customers within POD
Proactively monitor support incidents
To Manage monthly write offs
To ensure every shift has adequate scheduled work
To ensure customer satisfaction is maintained and enhanced
Deliver 1 proactive work package per quarter applicable to 25 + customers
To generate at least 10 service recommendations per month
Excellent written & communication skills
Extremely organised and self motivated
Understanding of IT Service Management principles
Ability to work to SLA requirements
Ability to forge strong client relationships
Embrace flexible working
Ability to work under pressure and to tight deadlines
Experience / Qualifications:
Demonstrable experience of IT service management (ITSM) and proactive ITSM
You will need to have a very keen interest in IT and supporting clients.
Their core business involves the supply and support business core IT Infrastructure.
They focus upon SME to Enterprise-level organisations and boast an extensive established corporate client base throughout the UK
- The Company is very well established and now has over 240 staff across the UK.
- They have Data Centres, training centres across the UK and one examination centre.
- 800+ customers from SMEs through to Global Brands
- A Microsoft Gold Partner
- EMC Premier Velocity Partner
- A VMware Enterprise Partner and Citrix Gold Solution Advisor
- Cisco Premier Certified Partner with Advanced Unified Communications
Their Core Infrastructure and Managed Services business is based around the Microsoft Stack + Virtualisation + Thin Client Solutions.
Now is an exciting time to be working with our client as they are working with new technologies, new markets and new solutions driving them forward.
If this sounds like the right role for you, please forward your CV to us, where a Specialist Consultant will be in contact with you immediately.
The employment market is very buoyant at the moment and there is particular demand from our clients across the country for candidates with experience in the IT sector, particularly in the following areas:
IT Engineers at all levels ( 1st,2nd,3rd,4th Line, Consultants, Specialists)
IT Management (Team Leaders, Project Managers, Service Delivery Managers)
IT Technical Architects, Solutions Architects ( IaaS, PaaS, SaaS, Enterprise Architecture) ( TOGAF 9, Prince 2 ITIL)
All areas of Infrastructure ( Microsoft Stack, Active Directory, SCCM, Azure, Lync, Linux ) ( MCSA, MCSE, MCSD, MCITP)
Thin Client ( Citrix) ( CCA, CCAA, CCIA, CCEE, CCE-AD, CCP-AD,CCA-AD, CCP-N, CCA-N, CCP-M )
Virtualisation ( VMware, Hyper-V, ESXI, vCloud Director) ( VCP5,VCP4, VCP3, )
Cloud Technology (VCP-Cloud, VCAP-CID, VCDX-Cloud)
Data Centre Technology ( VCDX5-DCV, VCAP5-DCD)
Networking ( Cisco, HP, Juniper, Brocade, F5) ( CCNA, CCDP, CCNP, CCIE, CCAr, F5 Certified)
Storage (EMC, NetApp)
Telecoms ( Cisco, Toshiba, Mitel, VoIP, MPLS, SIP, Core Network)
ERP (Navision, Dynamics, SAP B1, Iris, Sage, JD Edwards )
Applications ( Dynamics CRM, Salesforce, Saleslogic, ServiceNow, Guidewire and many more
Software - Microsoft.Net (ASP.Net, C#, VB.Net, ADO.Net), Visual basic, SQL, C++, SharePoint, Java, J2EE, BizTalk, Servlets, JSP, UML, Weblogic, Struts, Hibernate, Mainframe - (ICL and IBM, Cobol, CICS, Adabas natural etc, Flash, PHP, Web, Development, Test, ColdFusion, HTML
Database - Design and Administration, Oracle (OCP), SQL Server, Sybase, Ingres, Informix, Access, DB2
PMO - Project Management, Programme Management, Business Analysis, Change Management, Service Delivery,
We look forward to hearing from you and working on your behalf.