IT Service Delivery Manager

360 Recruitment Consultancy Ltd
Poole, Dorset
10 Jun 2017
10 Jul 2017
Contract Type
Full Time

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

Success Criteria/KPIs:

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

Key Attributes:

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

Team player

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.