Service delivery manager

Recruiter
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Location
London
Salary
60000.0000
Posted
16 Feb 2017
Closes
16 Mar 2017
Contract Type
Permanent
Hours
Full Time

Service delivery manager - ITIL, processes, procedures, KPI’s, matrix management, leader, manager, reports - permanent £60-70k (London).

Opportunity to transform the customer service ethos, improve service delivery and management of 25+ staff across servicedesk, application and desktop support (including two team leaders) for a mid-tier international law firm.

The company is looking for an established and experienced Service Delivery Manager to improve the processes, procedures, business engagement and service for the business - managing the servicedesk teams of 25-30 people (1st & 2nd line with applications team).

You will be strongly backed in your mission to re-engage with the business and drive up customer service standards/processes within your department.

Duties Include:

  • Managing and supporting all aspects of Customer Service Delivery and resources across the firm

  • Line management of Service Desk and desktop support and process management of Incident Management, Customer and Service Provider Relationships and Budgeting

  • Identifying and implementing continuous improvement to the Service Desk using an ITIL framework, for addressing and quickly resolving routine, urgent, critical and complicated support issues utilising all resources at hand

Requirements:

  • Willingness to take ownership of IT customer services and be the visible figurehead (during good times and bad) for IT support

  • A world class approach to customer service with demonstrable ability to drive service enhancements in customer service through the development of the Service Desk team

  • Comprehensive experience of managing Service Delivery - producing reports, KPIs and service levels

  • Proven track record and experience in managing and achieving SLAs and KPIs in Service Delivery

  • Good experience in leading and driving teams to ensure team and individual performances