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Information Technology Service Delivery Manager, Taunton
Client: HRGO Recruitment
Location: Taunton, Somerset
Job Category: Other
EU work permit required: Yes
Job Views: 4
Posted: 05.05.2025
Expiry Date: 19.06.2025
Job Description:
Help Desk & Service Delivery Manager
About My Client
My client is a trusted Managed Services Provider (MSP) delivering tailored IT solutions across the UK. They emphasize customer service, proactive IT management, and a people-first culture that is collaborative and energetic.
We are looking for a Help Desk & Service Delivery Manager, based in Taunton, Somerset - Hybrid (minimum 3 days in the office).
Role Overview
The Help Desk & Service Delivery Manager will oversee the Help Desk team and manage the delivery of managed services to clients. This role focuses on management, not technical hands-on tasks. The ideal candidate has strong people management, customer service leadership, and operational skills within a service-oriented environment. Technical expertise is not necessary but understanding of IT services is beneficial.
The manager will ensure excellent service delivery and foster a motivated, high-performing team.
Key Responsibilities
Team Management
* Lead, mentor, and manage the Help Desk team, ensuring motivation and performance.
* Set objectives, KPIs, and standards.
* Conduct performance reviews and coaching.
Service Delivery
* Manage process from order to delivery.
* Participate in project meetings for smooth delivery.
* Ensure SLA compliance.
* Monitor tickets, escalations, and service requests.
* Coordinate resources and workload.
* Implement improvements based on feedback and metrics.
Customer Management
* Be the client contact for new services.
* Handle service-related client issues.
* Maintain high communication and service standards.
* Oversee service review meetings with clients.
Operational Responsibilities
* Drive help desk processes aligned with ISO/ITIL standards.
* Ensure security compliance (GDPR, policies).
* Work with technical teams on service transitions.
* Report on KPIs, trends, and satisfaction.
* Collaborate on upselling and service improvements.
* Improve workflows, documentation, and knowledge management.
Skills & Experience
* Experience managing help desks or customer service in MSP or similar environments.
* Focus on delivering excellent customer experiences.
* People management skills: leadership, development, conflict resolution.
* Strong communication and relationship skills.
* Understanding of service delivery principles and SLAs.
* Organized with good time management.
Desirable Skills
* Experience in MSP environments.
* Knowledge of ITIL.
* Basic IT infrastructure or cloud knowledge.
* Experience with ticketing platforms.
* Familiarity with compliance/security frameworks (ISO 27001, GDPR, etc.).
What We Offer
* 37.5-hour week (3 days in office, 2 remote).
* Pension, private healthcare, sick pay, free parking.
* Training and professional development.
* Supportive work environment.
* Growth opportunities within a growing MSP.
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