It Service Delivery Manager
2 weeks ago
IT Service Delivery Manager Location:
Edinburgh Tasks, competencies and responsibilities
Employment Type:
Full-Time Permanent The IT Service Delivery Manager oversees 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 you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.
Responsibilities Maintain high performing service support functions including and IT Service Desk, Desktop Support, VIP Support, All End User Computing support like Imaging, Application packaging distribution Operational knowledge on Network Voice technologies like Cisco, Avya, contact center etc.
Strong understanding of End user computing tools along with automation tools like chat bots etc.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 andfollowed 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 Understand IT Service Desk Operation and the ways to improve quality of services Work with the Technical Design team evolve standards for hardware, software and security in the desktop environment
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