Technical Service Delivery Manager / SDM

Location
Birmingham
Salary
£30000 - £35000 per annum
Posted
28 Mar 2017
Closes
25 Apr 2017
Ref
00066663
Contact
Recruitment Genius Ltd
Function
IT
Contract Type
Permanent
Hours
Full Time
Established for 18 years this IT company provides IT Support services to SMB's in the West Midlands and surrounding 75 mile radius. They pride themselves in delivering best in class customer support, cutting edge technology solutions and excellent value. This is the perfect opportunity for an enthusiastic and dynamic person to thrive, working within a vibrant and successful team. Applicants demonstrating great personal skills and an understanding of documenting and implementing system processes would be of great benefit.

Responsibilities:
You will be responsible for the day to day leadership, management, supervision and support of IT systems and services, including:-

Service Management:
- Responsibility for their IT Support services, ensuring that all software licencing, asset registers and schedules are up to date
- Design and maintain service documentation.
- Overseeing the provision of 1st, 2nd and 3rd line support services, including installation, maintenance and repair.
- Maintain a good overview of all client systems and projects being delivered.
- Maintain high CSAT level across all clients.
- Constantly seek ways to improve service delivery.
- Strategy, planning and procurement:
- Implementing maintenance schedules to effectively minimise downtime.
- Dealing with all products, suppliers, contractors. Overseeing negotiations, comparisons and all departmental acquisitions including hardware, software, licensing and consumables.
- Support and add value to the sales process where necessary, adding technical content to any marketing initiatives or material.
- Ensure proactive communication takes place between all associated in delivering a project.
- Ensuring that any genuine opportunities for additional products or services are highlighted.

People Management:
- Responsibility for the IT Service Delivery Team.
- Overseeing the performance and productivity of the 1st, 2nd and 3rd line Support Team.
- Maintain a high level of motivation and positive attitude in the team every day so as to present best possible attitude and approach to the customer.
- Run effective, regular and valuable service team meetings
- Liaise with Management Team.
- Manage training requirements.

Knowledge, Skills and Experience required:
- Knowledge/understanding of Microsoft Windows Server, Virtualisation (VMware and Hyper-V), Business Continuity and DR, Cyber Security, Infrastructure/advanced networking, Office 365, Active Directory, Databases, SQL and cloud technologies.
- Strong business acumen to deliver the best solution for the company and the customer.
- Excellent communication skills, dealing with technical and non-technical staff.
- Ability to effectively manage own workload and prioritise, ensuring that all deadlines are met
- Aptitude for systems and processes.
- Previous experience with MSP product 'Connectwise' would be a massive bonus

Benefits Include:
- 23 days holiday plus bank holidays.
- Car allowance
- Mobile Phone
- Regular company events
- Ongoing Training and Development