jetpack domain was triggered too early. This is usually an indicator for some code in the plugin or theme running too early. Translations should be loaded at the init action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home/wathefty/public_html/jobs/wp-includes/functions.php on line 6131rank-math domain was triggered too early. This is usually an indicator for some code in the plugin or theme running too early. Translations should be loaded at the init action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home/wathefty/public_html/jobs/wp-includes/functions.php on line 6131advanced-ads domain was triggered too early. This is usually an indicator for some code in the plugin or theme running too early. Translations should be loaded at the init action or later. Please see Debugging in WordPress for more information. (This message was added in version 6.7.0.) in /home/wathefty/public_html/jobs/wp-includes/functions.php on line 6131The IT Service Delivery Manager oversees a number of key functions within the IT department of our clients enabling the delivery of a high-quality service to end users, and ensuring Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires you to establish and manage expectations within the business and drive the team to meet those expectations to the highest standard.<\/p>\n
Responsibilities:<\/strong><\/p>\n Service Management<\/p>\n \u00b7 Maintain high performing service support functions including an IT Service Desk, Desktop Support and VIP Support.<\/p>\n \u00b7 Own the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes<\/p>\n \u00b7 Accurate reporting and establishing service improvement activities when required<\/p>\n \u00b7 As owner of the escalation process, the Service Delivery Manager will take ownership of major incidents to ensure coordination of parties involved, effective communication to stakeholders and post incident resolution review<\/p>\n \u00b7 Monitor, control and support service delivery, ensuring systems, methodologies and procedures are in place and followed<\/p>\n \u00b7 Champion Service and Support in clients and develop a strong understanding of projects impacting your service area and ensuring service impact is minimized and communicated and agreed with stakeholders<\/p>\n \u00b7 Accountability for the quality of service and performance, ensuring future growth projections within clients BAU environment and client projects are understood and factored into capacity planning for all associated systems and resources<\/p>\n \u00b7 Detailed knowledge of the client contracts and obligations (SOW), understanding the contractual risks and opportunities , and using them to your advantage.<\/p>\n \u00b7 Ensure contract end dates and renewals are effectively managed<\/p>\n \u00b7 <\/p>\n Financial management<\/p>\n \u00b7 Year on year increase of the income on the SOW\u2019s you are looking after<\/p>\n \u00b7 Cost management and identification of possible cost savings opportunities YOY<\/p>\n \u00b7 Manage and maintain forecast and budgets for your clients.<\/p>\n \u00b7 Manage and maintain PO\u2019s ensuring valid PO\u2019s with available funds are available at all times<\/p>\n \u00b7 Reduce partner spend by x % year on year, can we do it ourselves approach collaborate<\/p>\n \u00b7 Reduce backup cost by continuously looking at:<\/p>\n o Can we hire ourselves?<\/p>\n o What other business do we have in the region?<\/p>\n o Speak to the other PM\u2019s asking them if they can help collaborate with some of their staff<\/p>\n \u200b<\/p>\n \u00b7 Find other cost saving opportunities wherever possible, whilst maintaining or increasing the quality.<\/p>\n Communication<\/p>\n \u00b7 Manage communication between the engineers and client as well as the engineers and Excis<\/p>\n \u00b7 Drive internal and third-party service review meetings covering performance, service improvements, quality and processes<\/p>\n \u00b7 Conduct quarterly operational reviews with internal and external teams<\/p>\n Meeting Support<\/p>\n \u00b7 Deliver excellent Presentation and Audio-Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability<\/p>\n \u00b7 Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively<\/p>\n Technical<\/p>\n \u00b7 Lead the Management team to continually improve the desktop computing environment<\/p>\n \u00b7 Manage the desktop computing environment to ensure that laptops, PC\u2019s and other access devices are built and maintained to high standards of performance and security<\/p>\n \u00b7 Ensure that patching and anti-virus updates are carried out promptly and effectively<\/p>\n \u00b7 Work with the Technical Design team evolve standards for hardware, software and security in the desktop environment<\/p>\n Performance & Quality<\/p>\n \u00b7 Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner<\/p>\n \u00b7 Work with internal and third-party teams to ensure actions are implemented and completed to maintain and improve services<\/p>\n \u00b7 Provide regular and accurate management reporting on Service performance<\/p>\n \u00b7 Effectively deliver\/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment<\/p>\n \u00b7 Be an ambassador for IT, working across the business to provide effective communication on matters and build relationships with other teams to ensure effective dialogue between departments<\/p>\n \u200b<\/p>\n Essential Core Competencies<\/strong><\/p>\n \u00b7 Excellent leadership and people management skills<\/p>\n \u00b7 Excellent written and verbal communication skills<\/p>\n \u00b7 Willingness to support and mentor junior staff<\/p>\n \u00b7 Excellent customer facing\/customer service skills<\/p>\n Able to work under pressure and meet deadlines<\/p>\n Able to demonstrate a high degree of flexibility including shift and out of hours working<\/p>\n \u00b7 Excellent organizational skills<\/p>\n \u00b7 Able to manage sensitive and sometimes confidential information<\/p>\n \u00b7 Self-motivation and able to take responsibility<\/p>\n \u00b7 Able to manage and prioritise and tasks and time efficiently<\/p>\n \u00b7 Able to demonstrate initiative and a proactive approach to daily tasks<\/p>\n