IT Service Delivery Manager (Software/Hardware - Audio/Visual)

£30,000

Monday to Thur 8.30-5.30 & Fri 8.30 - 3.00pm

Wirral

Permanent

Due to continued rapid expansion and YOY growth, our client are looking to expand their Engineering Suppport Team and bring on board an IT Service Delivery Manager to support their Blue Chip clients across all elements of their dedicated technical audio/visual customer service.

Your New Role

We are looking for a motivated and experienced Service Delivery Manager to join our team. As a Service Delivery Manager, you will be responsible for ensuring that our service team delivers an exceptional customer experience that will result in increased business engagement and customer satisfaction.

The main function will be to manage the outcome and tracked SLA of the service desk for their customer/customers, to ensure customer satisfaction at all time and ensure the service desk and field service team are working to the contracted SLA. They will also manage incident escalations, work with all teams within the business from Design to Software Dev, to Operations, to ensure continuous improvement.

Key Duties and Responsibilities

- Manage through key escalations though the Service DeskIT Service Delivery Manager (Software/Hardware - Audio/Visual)

- Build and maintain excellent relationships with assigned customers

- Determine process improvements to improve efficiency and profit

- Provide a professional response to customers in a timely manner.

- Provide reports to customers in line with contractual agreements and hold monthly service meetings with the customer to discuss incidents, problem management and continued service improvement.

- Performing miscellaneous job-related duties as requested by Heads of Departments

- Ensure that a high level of customer service and support is provided to all customers.

Skills, Knowledge and Experience

- A bachelor's degree in a business-related field.

- Experience in customer service, leadership, and logistics may be advantageous.

- Good computer skills and the ability to use business support software.

- Strong customer service, project management, and quality control skills.

- Good resource planning skills.

- Excellent leadership and customer service skills.

- Strong teamwork skills and attention to detail.

Person Specification

- Strong communication skills required

- Authority and confidence in own decisions

- Ability to meet targets and remain calm under pressure

- Ability to manage own workload and prioritise

- Ability to communicate effectively and build positive relationships at all levels both internal and external to the Company

- Flexibility and openness to change

- Willingness to learn and adapt is essential

Contractual Benefits

- £24,000 + Career Development

- Mon-Thurs 8.30-5.30 Fri 8.30 - 3.30 As the SDM there will need to be an element of flexibility for P1 escalations to be looked into outside of this time if required.

- 25 days holiday + bank holidays

- AE pension

- Excellent working environment including break-out rooms, games room, big screen room for football games etc and outdoor BBQ area.

To Apply

Please click on the link to submit your CV ensuring all your contact details and CV are up to date.

We look forward to receiving your application.

Thanks

Kelly

Kelly Newell

Manufacturing Divisional Manager

RTG

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