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ob Title: Service delivery Manager

Salary: 40k-50k

Location: Slough/Northamptonshire/Oxfordshire/ Hybrid Working

Job Role:

To be the primary manager and escalation point for service delivery for education customer sites, working closely with all onsite service engineer teams and account managers to meet customer requirements efficiently and strive to resolve customer issues by delivering the right solutions first time, on time, every time.

Problem ownership with clear, concise customer communication whilst managing expectations by that in person, over the phone or via remote connectivity.

To manage the education site leads ensuring support tickets are responded to within agreed customer SLA’s and teams are mentored and developed.

Main Responsibilities:

• Primary escalation point for education site leads
• Responsible for direct management of onsite education Team Leads and Network Managers including; identification of skills gaps, creation of skills matricies, development and implementation of training programme at both individual and team level, tangible reporting to show a service improvement link between programme and individual performance
• Responsible for performance management of a team, regular score check-in’s, regular performance reviews both at individual and team level, highlighting areas for improved achievement, as well as introducing performance development plans and where necessary managing disciplinary reviews, reviews including performance grading and salary recommendations
• Owning and developing the knowledge base for the teams and support customer base ensuring that the knowledge is documented and shared

• Primary technical support advisory to the service manager on all service related incidents and problems
• Primary responsibility for taking over major impacting service incidents, owning the investigation, diagnosis, identified of root cause and rollout of mitigating actions to permanently fix the underlying issue
• Be responsible for identifying opportunities within customer sites to work with relevant stakeholders to remove underlying issues affecting user experience, owning and following through to completion the rollout of any permanent fix
• Keeping accurate records and site documentation
• Keeping accurate time entries on ConnectWise

• Provide level 2 server, network and desktop technical support, diagnosing customer issues and providing a high level of first time fix
• Incident and problem management – taking over from 1^st or 2^nd line engineers where escalation is required
• Provide solution(s)/work around(s) to incident and problems highlighting and escalating concerns over delivery to agreed customer SLA’s
• Responsible for achieving agreed service levels at both team and individual level
• Responsible for ensuring that all tickets within the team are analysed for urgency and impact and then prioritized and allocated accordingly and in line with agreed service levels

Skills and Experience:

INDIT