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Interim Service Delivery Manager

Berkeley Square IT

Manchester

Hybrid

GBP 60,000 - 80,000

Full time

30+ days ago

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A forward-thinking company is seeking an IT Service Desk Manager to lead a hybrid team in Manchester. This contract role offers an exciting opportunity to enhance IT service delivery through effective leadership and a customer-focused approach. You will be responsible for building a technically adept support team, ensuring service levels are met, and driving continuous improvement through robust reporting. If you're passionate about IT service management and have a knack for problem-solving, this position is perfect for you. Join a dynamic environment where your contributions will make a significant impact on service excellence.

Proven leadership skills and experience in ITIL Support / Service Desk Management.
Strong problem-solving skills with a focus on customer service.

Manage and lead a high-performing IT Support team in a hybrid environment.
Ensure adherence to Service Levels and develop incident/problem management frameworks.

Leadership Skills

Customer Service Skills

Negotiation Skills

Effective Communication

ITIL Framework Knowledge

Team Building

Service Level Management

Incident/Problem Management

Problem-Solving Skills

Relevant Degree in IT

ITIL Practitioner V3/4

MCSE or equivalent

IT Service Desk Manager Manchester based (hybrid)

Contract role 2 months (short term)

Essential Qualifications

ITIL Practitioner V3/4 or ITIL Service Management;

Essential Skills and Experience

Demonstrable leadership skills evidenced by an ability to identify and adopt appropriate management and leadership strategies and styles to suit specific situations;
Excellent customer service and negotiation skills;
Effective communicator at all levels of an organisation using a variety of media;
Significant knowledge and experience of using the ITIL framework and standards to the delivery of IT infrastructure services;
Experienced in establishing high performing teams and engaging staff in effective delivery of services;
Building a scalable, technically adept IT Support team that is underpinned by a customer-focused culture;
Drive adherence to ensure Service levels are achieved and exceeded, proved through robust and trusted reporting and continuous monitoring of all aspects of the Service Desk;
Ensure all Service Levels, Critical Success Factors and KPIs are adhered to, monitored, and reported on;
Developing an incident/problem management framework;
Significant previous experience in ITIL Support / Service Desk Management;

Additional Desirable Qualifications

Relevant Degree in an IT related subject or equivalent level of knowledge gained through experience and further training/development;
MCSE or equivalent.

Additional Desirable Skills and Experience

In-depth experience of Service support solutions, processes, and technologies;
Demonstrable experience of automating and driving self-service solutions;
Strong Support experience working in a support role, with the ability to demonstrate excellent problem-solving skills and the ability to own a problem and resolve it;
Develop knowledgebase process and educate global support team on best practices;
Experience of working on technology transformation programmes within the healthcare sector;
Effective and persuasive communicator, including the ability to communicate complex ideas to a range of audiences and to generate trust and confidence in individuals at all levels within the organisation.

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