Service Delivery Manager requires to join our team in Kettering. The successful candidate will be required to:
* Manage service delivery across brand-facing and corporate systems
* Define and own SLA for the above
* Track and report service delivery KPIs
* Ensure effective monitoring of all critical systems
* Own and execute support processes
* Lead and mentor small team of Service Desk Analysts
* Own communication around service incidents and maintenance
* Responsible for delivering RCA for incidents to the CTO
* Responsible for ensuring legal compliance and meeting IT security requirements
* Support team in troubleshooting a variety of issues and requests via telephone, email, remote desktop support.
* Own and maintain issue tracking/management system
* Use trend analysis to identify common problems/weaknesses
* Update self-help documents, training material for new users
* Research and resolve technical issues and provide technical solutions
* Liaise with technical teams to manage new installations and updates
* Own licensee/member/employee on/off-boarding processes
Skills, Knowledge and Experience Required
* Solid experience in a similar role
* BA/BS degree in Computer Science or related technical field, or equivalent practical experience.
* Process and results orientated
* Excellent analytical and diagnostic skills
* Demonstrated proactive and creative problem-solving approach
* Strong sense of ownership, and a proactive can-do attitude.
* Excellent interpersonal, communications and presentation skills.
* Ability to generate respect and trust from staff and external customers.
* Good organisational skills, with high attention to detail
* Excellent project management skills
* Track record of handling multiple complex streams of work.
* Strong team player, but equally good at taking initiative
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