Service Delivery Manager

ConnexAI; Manchester; On-site; GBP 50,000 - 65,000; Full time

Job summary

A leading technology service provider based in Manchester is looking for a Service Delivery Manager. This role focuses on providing exceptional 24/7 support, managing a dedicated team, and implementing ITIL best practices to ensure efficiency and customer satisfaction. The successful candidate will have proven experience in a similar leadership role within technical support, demonstrating strong problem-solving and team management skills.

Qualifications

• Proven experience as a Service Desk Manager or in a similar technical support leadership role.
• Strong technical background with help desk software.

Responsibilities

• Ensure our Service Desk delivers 24 / 7 support and meets SLAs.
• Lead and support the team to focus on customer needs.
• Manage performance and enhance service through feedback.

Skills

Service Desk Management

Team Leadership

Customer Satisfaction

ITIL Best Practices

Incident Management

Tools

Help Desk Software

Remote Control Software

Job description

Job Description

Join us as a Service Delivery Manager and lead our mission to provide exceptional 24 / 7 support across all channels. You will manage and mentor our Service Desk team, ensuring team success, SLA adherence, and customer satisfaction. Drive continuous improvement by implementing ITIL best practices and leveraging customer feedback to enhance our services. Your leadership will be pivotal in shaping a responsive, efficient, and customer-centric support environment.

Responsibilities

• Ensure our Service Desk delivers 24 / 7 support, keeps P1 incidents under control, and meets SLAs.
• Lead and support the team, helping them grow, perform well, and stay focused on the customer.
• Keep our incident and problem management processes running smoothly and look for ways to improve them.
• Use ITIL best practices (ITIL 4 preferred) to make sure everything we do is consistent and efficient.
• Solve problems, streamline workflows, and make support better for both the team and our customers.
• Manage performance and use customer feedback to make our service even stronger.

Who’s Suitable for This Role

• Proven experience as a Service Desk Manager or in a similar technical support leadership role.
• Comfortable with help desk and remote control software, with a strong technical background.
• ...