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  • Job reference: RMS0000429

IT Service Delivery Manager

  • Sector: IT
  • Location: Warrington, Cheshire
  • Job type: Permanent
  • Date posted: 09/03/2020
  • Duration: 1 month
This vacancy has now been filled.

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The Role:
The IT Service Delivery Manager will oversee a number of key functions within the IT department that enable the delivery of a high quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role, and requires that the role will establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.

Responsibilities

Service Management

* Maintain high performing service support functions including and IT Service Desk, Desktop Support and VIP Support

* Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required

* As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review

* Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed

* Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed

* Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems

* Drive internal and third party service review meetings covering performance, service improvements, quality and processes


Meeting Support

* 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

* Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively

Technical

* Lead the Desktop Management team to continually improve the desktop computing

Environment

* Manage the desktop computing environment to ensure that laptops, PC's and other access devices are built and maintained to high standards of performance and security

* Ensure that patching and anti-virus updates are carried out promptly and effectively

* Work with the Technical Design team and head of technology to evolve standards for hardware, software and security in the desktop environment


Performance & Quality

* Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner

* Work with internal and third party teams to ensure actions are taken and completed to protect and improve services

* Provide regular and accurate management reporting on IT Service performance

* Effectively deliver/manage Staff Management including recruitment, mentoring, training target setting and performance assessment

* Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

The Company:
Fircroft is a leading global provider of HR and Recruitment solutions to the Natural Resource and Engineering Sectors. With offices in 45 countries, Fircroft employs over 600 staff globally delivering services to some of the world's best known companies. Turnover currently stands at £900m, Fircroft is one of the largest and most successful privately-owned businesses based in the North West of England. Built on the foundation of outstanding brand values.

Essential Skills / Qualifications:
* Able to demonstrate the ability to undertake the above responsibilities
* A passion for Service Improvement
* Experienced Service Management professional
* ITIL Qualified
* Previous experience as a Team Lead
* Experience of managing 3rd parties and 3rd party delivered services
* Service Management or Support in a global diverse environment of incident management, escalation procedures and related disciplines
* Expert knowledge of ITIL disciplines
* Excellent leadership and people management skills
* Excellent written and verbal communication skills
* Willingness to support and mentor junior staff
* Excellent customer facing/customer service skills
* Able to work under pressure and meet deadlines
* Able to demonstrate a high degree of flexibility including out of hours working
* Excellent organisational skills
* Able to manage sensitive and sometimes confidential information
* Self-motivation and able to take responsibility
* Able to manage and prioritise and tasks a

About Fircroft:
Fircroft has been placing people in specialist technical industries for approaching half a century, focusing on mid to senior level engineers for contract and permanent roles worldwide. By applying for this job you give consent for Fircroft to contact you, via email & telephone, to discuss your application along with future positions and Fircroft's services.

Fircroft is registered as a Data Controller with the Information Commissioner as required under the General Data Protection Regulation 2016/679. Fircroft will only process your personal data for the specific purposes of managing your application.

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