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IT Service Delivery Manager

Fishawack Health
Closing date
3 Aug 2021

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Technology & New Media
Contract Type
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Job Details

Salary: £Competitive + excellent benefits (bonus, healthcare, pension, life cover etc.)

Location: Manchester area (home working available with some travel to HQ in Knutsford, Cheshire)

About The RoleAs the IT Service Delivery Manager you will responsible for managing and delivering quality IT service support across Fishawack Health. You'll be managing a distributed team across multiple European locations. Your success will be measured by delivering great client satisfaction and scalable process driven services across the business. Your goal will be to maintain a high performing and smooth IT service team that are efficient, proactive in approach and keen to deliver seamless technology delivery with high customer success. In return, Fishawack will offer you excellent job benefits, on-going career opportunities and a supportive & flexible working environment.

Who are Fishawack Health?Fishawack Health is the leading global commercialisation partner for the modern life sciences era. Powered by a globe-spanning pack of strategic, creative, and scientific experts, we are driven to connect patients and healthcare professionals with the knowledge they need to live better lives.

Our three core operating units-Commercial, Consulting, and Medical Communications-can be leveraged individually but are designed for dynamic collaboration, with expert teams intentionally and uniquely assembled for each project. By bringing together best-in-class capabilities from around the world, we empower our clients-global pharmaceutical, medical device manufacturers, and emerging biotech and healthcare companies-to navigate the most complex of ecosystems while embarking on a faster, more efficient path to developing, launching, and growing their brands and portfolios.

Our internationally recognised, award-winning teams collaborate across operations in the UK (Brighton, London, Manchester, Knutsford, Dublin and Oxford) and USA (Evansville, New York, Philadelphia, Minneapolis, Scottsdale, St. Louis, and San Diego).

What You'll Do
  • Line and resource management of the UK IT service team
  • Balance and monitor team ticket queues and distribute workloads
  • Team building and continuous process improvement
  • Report on team functions, processes and statistics using analytics from ITSM
  • Manage escalation process and report ongoing issues and concerns
  • Improve IT service innovation, automation, processes and knowledge base updates
  • Manage delivery of IT support programmes of change
  • Assist with deployment and rollout of new applications, systems and infrastructure
  • Manage integration of new business acquisitions into the Fishawack service support function
  • Build relationships with key stakeholders across Fishawack to monitor ongoing issues and current end-user frustrations
  • Ensure service desk team documentation is up-to-date including processes, guides and training assets
About You
  • Bachelor's degree or equivalent work experience and/or certifications
  • Ideally 3 years'+ hands on IT experience
  • ITIL and ITSM certification
  • Team and resource management experience
  • Knowledge of core IT systems including; AD, Office 365, Azure, Meraki, Mimecast
  • Knowledge of ZenDesk, FreshService or comparable ITSM solution
  • Analytical and commercially focused
What We OfferWe offer a creative, supportive environment with a uniquely diverse career structure where you will be able to continuously develop and tailor your career towards your preferred route. Our STEPS training programme - Supporting Training, Enhancing Professional Development - provides a broad range of training delivered in-house and on-line, and supplements on-the-job training/project team-led training initiatives. We also offer a generous company pension, private medical insurance plus many other excellent employee benefits.

We Encourage All Applicants To Read Our CompanyPowered by JazzHR

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