We have an exciting opportunity for an Education Service Delivery Manager to join our fast-growing client.

The Education Service Delivery Manager will be offered a Hybrid working model. You will also travel to my client’s sites in Slough, Northamptonshire and Oxfordshire as the selected candidate would be the primary manager and escalation point for service delivery on these sites.

MFK Recruitment has successfully recruited 14 candidates to this company within the past 3 years! The company is very keen on having individuals who are keen to learn new technologies and progress in their careers.

Education Service Delivery Manager – job purpose:

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.

Education Service Delivery Manager – 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, 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

* 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

* Incident and problem management – taking over from 1st or 2nd line engineers where escalation is required

Education Service Delivery Manager – qualifications & knowledge:

* 2+ years’ experience as a senior engineer supporting schools or colleges with previous experience at other levels

* Experience of managing or supporting projects

* Familiar with working to SLA’s to meet customer and requirements

* Experience of working in a customer facing role

Education Service Delivery Manager – skills & experience:

* PC/Server hardware – upgrade, both hardware and firmware, RAID configurations, iLO

* Active Directory – configures sites and services, resolve issues

* Firewalls, routers & VPN’s – install, configure and troubleshoot

* Office 365 – create accounts, breakdown, trouble shoot issues, AD sync etc

* Microsoft Hyper v / VM Ware – basic skills

* Switches – install and configure, setup VLAN’s, tagging, breakdown, trouble shoot issues