Job description
360 Recruitment are currently recruiting for a Service Delivery Manager to join a leading IT reseller.This role will be based on a leading dynamic, highly skilled IT Service Desk.
The client is focused upon SME to Enterprise-level organisations and boast an extensive established corporate client base throughout the UK
They are looking for someone with Service Management / Incident Management experience.
Main Responsibilities:
- Initiate new customers into the POD by managing programme of service initiation tasks
- Manage projects to service desk handovers
- Maintain schedule of proactive maintenance tasks for each customer within POD
- Manage delivery of proactive maintenance campaigns
- Identify, review and coordinate implementation of service recommendations
- Manage change control of customer documentation / runbooks
- Maintain regular communication with customers during P1 critical incidents
- Write customer (p1) reports for critical incidents
- Liaison with Account Managers on incident history/progress
- To manage customer complaints improvement activities and maintain customers at risk profile
- To ensure POD is performing to SLA requirements
- To manage customer escalation profile
- To manage Assets and Warranty renewals for all customers within POD
- Proactively monitor support incidents
- To Manage monthly write offs
Key Attributes:
- Excellent written & communication skills
- Extremely organised and self motivated
- Understanding of IT Service Management principles
- Ability to work to SLA requirements
- Ability to forge strong client relationships
- Embrace flexible working
- Team player
- Ability to work under pressure and to tight deadlines
Experience / Qualifications:
- ITIL
- Demonstrable experience of IT service management
Hours of Work:
Monday to Friday 8.30 -5.30pm
Out of hours - On Call - 1 week in 7
For 1 week, taking the P1 Updates out of hours, when required and done remotely
Salary is between £30,000 to £40,000 basic + KPI/Team Bonus £400 per Bonus
Office Locations are Leeds or Poole.
Now is an exciting time to be working with our client as they are working with new technologies, new markets and new solutions driving them forward
If you feel this role is of interest to you please contact a member of the 360 team
Extra information
- Status
- Closed
- Education Level
- Other
- Location
- Bournemouth
- Working hours per week
- 4 - 40
- Type of Contract
- Full Time Jobs
- Profession type
- Training
- Full UK/EU driving license preferred
- No
- Car Preferred
- No
- Must be eligible to work in the EU
- No
- Cover Letter Required
- No
- Languages
- English
Bournemouth | Training Jobs | Full Time Jobs | Other
