Service Delivery Manager

A global manufacturing company require an experienced Service Delivery Manager to come onboard and lead a team of service delivery specialists. The right person will have extensive experience in delivering exceptional IT customer support, dealing with the challenges head on and always looking for a way to drive continuous improvement while eradicating problems at the source.

Managing and supporting up to 1500 users, you will assist the Support Director on projects on modernising the workplace and driving superb user experience. You will have direct management for several Deskside team members based within the region – providing them with daily support, overseeing their tasks and encouraging their full support in delivering first class end user support.

 

Key Responsibilities:

–     Effectively manage a remote team, ensuring they meet agreed SLAs and KPIs.

–     Manage finance tasks (tracking actual spend vs agreed spend).

–     Manage the in-region inputs to prepare budgets.

–     Identify cost reduction opportunities and report savings made.

–     Set up and manage monthly calls with site management teams to assess IT performance at their respective locations.

–     Identify areas for continuous improvement with a view to driving automation, eliminating waste and standardising processes.

–     Plan a strategic window 10 deployment strategy. Excellent working experience of the latest OS is essential to being successful.

–     Broad experience of ITIL processes including but not limited to Service Desk, Incident Management, Change Management, Knowledge Management, Request Fulfilment and Problem Management

–     Strong skills in using an ITSM tool – ideally ServiceNow.

 

Essential Criteria:

–     Degree in Information Systems Technology, Computer Science, bachelor’s degree / Third level qualification in a business-related discipline or other related field.

–     Minimum 5 years’ experience in an IT Service Delivery role.

–     Great attention to detail and time management skills – must be able to prioritise.

–     Strong sense of urgency and ability to work under pressure and produce high quality work.

–     Strong organisational skills

–     Ability to interpret business needs into “IT Speak” to best explain the situation to all stakeholders.

–     Understanding of a range of tools for process planning, monitoring and evaluation, process mapping and analysis.

–     Proven expert knowledge with Microsoft Office Product Suite, including Visio.

Next Steps:
Please submit your application or speak to a specialist consultant from the Abacus team on 0044 (0) 28 9031 3157 for a confidential discussion. We aim to respond to all inquiries within 4 business hours.
The team at Abacus manages a range of permanent and contract positions throughout Northern Ireland, the UK and the Republic of Ireland. If you are experienced and/or professionally qualified we can support your job search.
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