Service Deliver Manager/3rd Line Support - PART TIME

Allied Worldwide
Bournemouth, UK
19 Aug 2019
07 Sep 2019
Contract Type
Full Time
Service Delivery Manager/3rd Line Support - Part-time

Permanant - 2 days per week

Start date: ASAP

Location: Bournemouth

About us

We are a global provider of IT Resources, IT Managed Services and flexible, ad-hoc IT Resource and Project Support. Founded in 1992, we have a proven track record of delivering business solutions to global organisations and Fortune 500 companies in over 40 countries. Over the last 27 years, we have delivered millions of pounds in cost savings to our clients. With offices in the UK, Europe, India and the US, we have clients spread across all 6 continents.

We are now recruiting for a permanant Service Delivery Manager/3rd Line Support to join our team here at Allied Worldwide.

Principal Accountabilities
  • Manage the overall provision of Services in to a defined group of accounts.
  • Develop further revenue streams from the defined group of accounts through proactive prospecting
  • Ensure effective Service Delivery and achievement of Service Levels
  • Provide effective governance to projects
  • Co-ordinate technical, partner, project and management resources to deliver a defined service
  • Responsible for the account P&L with an emphasis on reducing cost and growing margin to increase profitability of accounts
  • Maximise client retention and contract renewals, retenders and extensions
  • Weekly/monthly review meeting with the clients and presentation of deliverables to the client

Key responsibilities:
  • Provide proactive and reactive 3rd line onsite and remote server, storage and application support services to corporate infrastructure and customer end users
  • Troubleshoot and resolve incidents relating to Infrastructure hardware/software /network problem diagnosis / resolution for customer's Network.
  • Maintain and enhance standard processes and create new ones as applicable
  • Take ownership of personal ticket queues and support colleagues when necessary
  • Operate cohesively with the 1st and 2nd line support teams providing guidance where required
  • Escalation point for Level 2 engineers
  • Provide technical expertise and assistance on project assignments
  • Escalate all critical and high priority incidents to line and senior management
  • Record recurring incidents in problem management system and conduct root cause analysis where necessary
  • Contribute to service and infrastructure improvement initiatives
  • Producing design documentation

Technical skills required:

  • Windows 2008 / 2012 configuration, administration
  • DNS, DHCP,IIS, DFS Configuration, administration
  • Exchange 2010 / 2013 configuration, administration
  • Hyper-V configuration, administration, management
  • SCCM, SCOM 2010, 2012 configuration, administration
  • VMware esxi administration
  • SharePoint server administration
  • NAS/SAN storage - NetApp/Dell/HP administration
  • Network and infrastructure security, including Palo Alto, ASA, Fortinet, F5 Big IP, load balancers.
  • Routing & Switching ,Wireless, Datacentre, QOS
  • Core, Distribution and Edge Networking
  • Network Management and Monitoring
  • Installation, configuration and troubleshooting Layer 2, 3 and 4 protocols
  • Bluecoat Proxy
  • Checkpoint Firewall

Competencies & Experience
  • Excellent written and verbal communication skills
  • A strong understanding and demonstrable experience in an ITIL environment (Ideally certified), in relation to service design improvement.
  • Broad knowledge of corporate IT infrastructures and how they are supported
  • Experience of performing governance over third parties
  • A strong presenter - able to deliver messages in a clear and concise manner
  • The ability to prepare and present written and statistical reports
  • Strong understanding of SLA's
  • Minimum of 8 years' experience is required

Due to the large numbers of responses we receive, despite our best efforts it is not always possible to respond to every application. Therefore, only short-listed candidates will be contacted for this particular role and if you have not heard from us within 14 days of your application, please assume, you have been unsuccessful on this occasion.

Please feel free however, to apply to further roles and we will certainly keep your details on file and contact you with suitable vacancies.

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Allied Worldwide are an equal opportunities employer and welcome applications from all suitably qualified persons regardless of their race, gender, disability, religion/belief, sexual orientation or age

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