Service Delivery Manager
Team17 Digital
full-time
Posted on:
Location Type: Hybrid
Location: Wakefield • United Kingdom
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Tech Stack
About the role
- Manage front line incident and service requests across the IT function, ensuring procedures are followed, including reviews and problem analysis.
- Develop and implement the strategy, standards, and procedures framework for the Service Desk
- Act as technical escalation mentor for the team
- Propose and develop technology solutions and be a champion for Continuous Improvement
- Own the Knowledge Base tool and develop IT Services policies and procedures for its effective use, including review and compliance.
- Take ownership of relevant supplier and technical support relationships
- Provide communications between the IT Department and customers during incidents, planned outages and upgrades, using an array of channels and mediums.
- Obtain Customer Feedback to evaluate the level of customer satisfaction delivered by the Service Desk
- Monitor the performance of the Service Desk through the development of KPI’s.
- Manage team performance, training, career development & resource across the Services Desk function.
- Work with the projects team to develop working practices and support documentation for non-technical users and the Service Desk analysts.
Requirements
- A career history in IT with knowledge of corporate network design, Microsoft Active Directory/365 and PC builds, preferably to a gaming specification
- ITIL certification
- 5 years of Service Desk management experience
- Hands-on experience of an industry standard service desk platform such as JSM or ServiceNow
- Managing a team of analysts of 6+ people
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
incident managementservice request managementproblem analysisKPI developmentcorporate network designMicrosoft Active DirectoryMicrosoft 365PC buildsservice desk platformContinuous Improvement
Soft Skills
team managementmentoringcommunicationcustomer feedback evaluationperformance monitoringtrainingcareer developmentresource management
Certifications
ITIL certification