Your new roleAs the Senior Service Delivery Manager, you will manage a team of 8 (including Service Desk and Field Engineers - including two team leads) and take ownership of improving operational processes, including ensuring SLAs and KPIs are met. You will initially be responsible for reviewing the current Service Desk team, agreeing an action plan to ensure a high-performing service desk function, as well as implementing and maintaining ITIL best practice.
Longer term, the role will take ownership of continuous improvement and automation, as well as ensuring successful tech adoption across the business through the development and delivery of a long-term service model that is fit for purpose.
The organisation is fully Azure based, so we are looking for someone who has previously worked for a large/ complex predominantly Cloud organisation and overseen a team through significant change. There are high expectations of the person coming into this role to hit the ground running and be able to quickly demonstrate a tangible action plan to improve processes and service delivery.
A significant part of the role will involve managing services including Service Desk operations, desktop and laptop life cycle management, mobile device support, software asset management, telephony, printing and scanning services, and peripheral equipment support, supporting a multi-million pound budget.
Working closely with business stakeholders, you will develop trusted relationships, understand operational requirements and ensure technology services continue to support organisational objectives effectively.
What you'll need to succeedYou will have substantial experience in service ownership and the delivery of end-user workplace services, including service desk operations, device management, software licencing and IT support services.
Experience managing IT services within outsourced, managed service or multi-vendor environments is essential, as is a strong understanding of IT Asset Management principles and best practice.
You will possess strong knowledge of ITIL and SIAM methodologies and demonstrate experience across incident, problem and change management disciplines. Excellent stakeholder engagement skills and the ability to build effective relationships across technical and non-technical audiences are critical.
You should be a proactive, service-focused leader with excellent communication, reporting and documentation skills, capable of driving continuous improvement and delivering measurable outcomes.
What you'll get in returnSalary up to £80,000, 14% discretionary annual bonus, car allowance £5,900, travel allowance £2,870 pa, private medical BUPA, pension employer contributions up to 9%. The organisation have a hybrid working policy 2-3 days per week on site and have a sensible/ flexible approach to working from home, but they are keen this person maintain visibility across the team and wider business to ensure strong relationships are developed and maintained.
This is an opportunity to play a leading role in shaping and improving technology services within a large and evolving organisation. You will have the chance to influence service strategy, lead talented teams and deliver meaningful improvements to the end-user experience while benefiting from a competitive rewards package and ongoing professional development opportunities.
What you need to do nowIf you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or contact us for a confidential discussion about your career.
If this position is not quite right for you, but you are looking for a new opportunity, please contact us for a confidential discussion about your career.
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Salary description
£70000.00 - £80000.00 per year