Service Delivery Manager

Exclusive Recruitment
City Of London
45,000 - 55,000
09 Feb 2017
09 Mar 2017
Contract Type
Full Time
Service Delivery Manager

We have a new and exciting role for a Service Delivery Manager based at our modern City of London offices, where a vibrant working environment is complemented by a structured career path which recognises talent, attitude and personality.

We are expanding fast and need quality personnel to match our ambition to become a market leader in the online gaming sector.

Role over view:

This role requires an experienced Service Delivery Manager who can play a significant role in supporting the Service Desk Manager by managing customer (service) relations and helping ensure that the service team deliver against SLA's and personal (and team) performance targets.

The role will require the occasional management of the Service Desk, depending on holidays, illness etc and taking responsibility for a service improvement plan.

You will be the first line of escalation for the Team Leaders that have a team of 15+ 1st and 2nd Line Service Desk Analysts reporting into you.

As the Service Delivery Manager you will also be expected to work with the Service Desk Manager on major incident process problem management and change management .

This role will include working some Saturdays due to the nature of the industry, time will be give in lieu.

Required experience:

Service Desk experience within the online gaming industry

Experience of setting. managing and monitoring team performance targets - including Team Leaders

Previous experience working for a managed service provider KPI and SLA management

Able to investigate and diagnose SQL, Linux and/or Java issues

Ensure all customer issues are dealt with swiftly and effectively

Major incident management (B2B). Need to be the customer "point man" for escalated issues.

Identifying repeat incidents

Monthly Service Reporting

Sitting on Change Board

Managing introduction of new services to service desk teams

Outsource/managed service experience

Working with Jira (Atlassian) tool

This role will include working some Saturdays due to the nature of the industry, time will be give in lieu

Relevant qualification:

Ideally be an ITIL certified Service Desk Manager of large desk (30+) people