IT Service Delivery Manager

vor 2 Wochen

City of Salisbury, Österreich zvoove Group GmbH Vollzeit

IT Service Delivery Manager

Location: Edinburgh

Tasks, competencies and responsibilities

Employment Type: Full-Time Permanent

The IT Service Delivery Manager oversees a number of key functions within the IT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

Responsibilities

  • Maintain high performing service support functions including and IT Service Desk, Desktop Support, VIP Support, All End User Computing support like Imaging, Application packaging distribution

  • Operational knowledge on Network Voice technologies like Cisco, Avya, contact center etc.

  • Strong understanding of End user computing tools along with automation tools like chat bots etc.

  • Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

  • As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

  • Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place andfollowed

  • Drive internal and third party service review meetings covering performance, service improvements, quality and processes

    Meeting Support

  • Deliver excellent Presentation and Audio Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability

  • Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively

    Technical

  • Lead the Desktop Management team to continually improve the desktop computing environment

  • Manage the desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security

  • Ensure that patching and anti-virus updates are carried out promptly and effectively

  • Understand IT Service Desk Operation and the ways to improve quality of services

  • Work with the Technical Design team evolve standards for hardware, software and security in the desktop environment



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