IT Service Delivery Manager
Quorum are the largest Microsoft Gold Partner IT Consultancy in Scotland as well as being a Microsoft Tier 1 Cloud Solutions Provider and we are currently looking to add a permanent Service Delivery Manager to our growing Managed Services team. This is a very varied and challenging role where you will have overall responsibility for the provision of the Managed Service to clients in a variety of sectors, whilst maintaining excellent customer service, which adheres to the ITIL Service Management principles. The Service Delivery Manager role requires a good mix of IT Management skills and hands on technical ability. The role of Service Delivery Manager: As a key member of our Managed Services team, you must be able to adapt quickly to the fast paced environment we work within and deal with multiple tasks and projects as required. Work in partnership with your clients to adapt to their changing business needs. The role will require you to interact with customers, 3rd party suppliers and internal stakeholders daily. Act as a single point of contact for your clients within Quorum ensuring that the day to day running of the Managed Service meets the needs and requirements of the client Engage in regular service reviews with the client and act as an escalation route for the client Act as the escalation route for internal Quorum support teams, e.g. Managed Service, SQL, Oracle, Accounts etc. Prepare proposals, input to contracts and approve invoices Deal with issues raised in Daily Checks by the Quorum Managed Service team Co-ordinate quarterly patching and oversee the patching process whilst taking place Update the internal Quorum team on changes to the clients Infrastructure / Service Deal with Major Incidents, e.g. provide regular updates to the client and to Quorum, ensuring that the incident is fully resolved to the satisfaction of the client, providing a Major Incident Report detailing the Incident, resolution and any recommendations going forwards What we are looking for: Knowledge of ITIL Methodologies Experience of dealing with both internal and external stakeholders Proven track record of working towards SLA’s Service improvement experience Strong negotiation skills Experience of working within a fast paced environment, ideally a managed services environment Technologies: Microsoft Systems Centre suite (Operations Manager, Service Manager, Configuration Manager, Data Protection Manager and Virtual Machine Manager) Core Microsoft Server Product experience (Windows server, SQL Server, Exchange Server and Lync) Microsoft Desktop Deployment and support Knowledge of networking / routing would be an advantage Why Quorum? We eat, breath and sleep technology – do you? If so, then this is the role for you where you will be working with the most cutting edge technology to ensure delivery of our clients requirements. As a company, you would be joining us at a very exciting time, and you will be provided with ongoing support, training and development to allow you to develop your skills and shape the career you really want. Our team are talented, dynamic and committed professionals and we would love to hear from you if you are passionate about innovative technology solutions. We offer highly competitive salaries, along with an excellent benefits package with regular training and certification, and annually send employees to conferences around the world such as the Microsoft Ignite conference. Still not convinced? We have won awards for our Family Friendly Working and pride ourselves on our ability to manage employees individual needs to make work-life fit around personal life. And above all, we are a genuinely nice bunch of people.