This position is no longer open for applications

Position: Service Delivery Manager

Location: East London

Salary: £40k-50k

Our client is a fast-growing ICT Services & Solutions provider for businesses and schools across the South of England.

Founded in 1977, we have a long-standing reputation for delivering ICT excellence and support with a personal touch.

This is the ideal role for an individual with live experience in providing IT support and project delivery within an MSP environment or as a member of an internal IT support team looking for their next step. You should be passionate about providing exemplary customer service.

Role:

• Responsible for direct management of onsite education Team Leads and Network Managers including; identification of skills gaps, creation of skills matrices, development and implementation of training program at both individual and team level, tangible reporting to show a service improvement link between program and individual performance.
• Service Delivery Management: Act as the primary manager and escalation point for
  service delivery at education customer sites.
• Collaborate closely with onsite service
  engineer teams and account managers to efficiently meet customer requirements,
  ensuring issues are resolved correctly and promptly.
• Customer Communication: Take ownership of problems with clear and concise
  communication, managing customer expectations effectively whether in person,
  over the phone, or via remote connectivity.
• Team Leadership: Oversee education site leads, ensuring support tickets are
  addressed within agreed customer SLAs. Mentor and develop teams to enhance
  their performance and service delivery.

Responsibilities:

• Responsible for direct management of onsite education Team Leads and Network Managers including; identification of skills gaps, creation of skills matrices, development and implementation of training program at both individual and team level, tangible reporting to show a service improvement link between program and individual performance.
• Service Delivery Management: Act as the primary manager and escalation point for
  service delivery at education customer sites.
• Collaborate closely with onsite service
  engineer teams and account managers to efficiently meet customer requirements,
  ensuring issues are resolved correctly and promptly.
• Customer Communication: Take ownership of problems with clear and concise
  communication, managing customer expectations effectively whether in person,
  over the phone, or via remote connectivity.
• Team Leadership: Oversee education site leads, ensuring support tickets are
  addressed within agreed customer SLAs. Mentor and develop teams to enhance
  their performance and service delivery.
• .

Essential

• Intermediate level of knowledge and use of Microsoft Office applications
• A proven passion for ICT and all things technology.
• Install, configure, trouble shoot issue, using: All MS Windows desktop platforms All MS Office desktop applications Apple mobile technologies Android & Windows mobile technologies. One at least to an accredited standard.
• Install, configure, troubleshoot issues, using: All MS Exchange platforms All MS Windows server platforms. One at least to an accredited standard.
• PC/Server hardware – upgrade, both hardware and firmware, RAID configurations, iLO Active Directory – configures sites and services, resolve issues.
• Firewalls, routers & VPNs – install, configure and troubleshoot.
• Office 365 – create accounts, breakdown, trouble shoot issues, AD sync etc.
• Microsoft Hyper v / VM Ware – basic skills.
• SharePoint.
• Veeam – setup, implement and trouble shoot local and datacenter based backups
• Switches – install and configure, setup VLAN’s, tagging, breakdown, trouble shoot issues.
• Audio visual equipment – knowledge of interactive screens, accompanying suite of software and how to troubleshoot issues

INDIT