IT Service Delivery Manager

Apcoa Parking
London (Greater)
08 Apr 2018
20 Apr 2018
Contract Type
Full Time
IT Service Delivery Officer
APCOA Parking (UK)


About Us
APCOA Parking UK is now the UK’s leading provider of tailored parking solutions with an established presence in Europe, managing 1.3 million parking spaces, across 12 countries and approximately 4,300 employees.

The focus of the Role
As the IT Service Delivery Manager (IT SDM) you will be responsible for co-coordinating the delivery of IT services for all internal and external clients. The key responsibility of the IT SDM is managing all areas of the service management, Service Desk, incident and change management, continual service improvement and customer satisfaction as well as playing a key role in ensuring the highest level of IT service delivery.

What you'll do
Monitoring overall performance of services
Ensuring operations teams are aware of changes and are prepared
Producing service reports and ad-hoc reports when required
Providing a timely, customer focussed, efficient IT support for APCOA operations
Managing the Service Desk, including setting up rota and supervision
Working with the client and operations teams to identify and manage service improvement activities
3rd party vendor management responsibilities
Manage the ordering of IT equipment and telecoms lines
Ensure appropriate documentation is in place for specific support requirements
Schedule customer maintenances and ensure appropriate quality checks have been completed
Review service failures and produce incident reports when required
There may be the occasional need to provide direct field support for installations and IT Support
Receiving, logging and managing calls from internal staff and external client via telephone and email

What you'll bring
Microsoft and ITIL certification or equivalent is highly desirable
At least 5 years’ experience of working in IT
Management of cross-functional resources
Excellent negotiation skills
Takes personal ownership of IT issues
Management of different functional backgrounds
Ability to build teams with competitive edge and focus
Manages through delegation and empowers team performance

What we’ll offer you
£30,000 per annum
40 hours per week
Training and Development
Employee Discount scheme

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