.. Great choice, outstanding value, market leading customer service. That's Topps Tiles. .. read more
IT Service Delivery Manager
Salary : £45,000 - £55,000 + company benefits
Location: St. Neots, Cambridgeshire
Role Purpose
Take ownership of the service management function and driving service improvement. You are experienced in running a service desk function and driving service excellence through a skilled and enthusiastic team. Contribute towards the capacity management ofthe service function and drive further profitability through process improvement.
Line Responsibility: Service Desk, Field Services
Key Responsibilities and Accountabilities
- Own the service aspect of the relationship with the customer. Act as a focal point for service improvement, escalation and development.
- Develop and implement service standards and procedures for the service team
- Maintain and drive improvements in service delivery metrics
- Provide regular reports for senior management of service achievement
- Regularly meet customers to run service review meetings
- Develop, mentor and support your team as required
- Motivate, manage and develop the Service Desk and Field Service teams
- Contribute towards the onboarding of new customers from a Service Desk perspective, ensuring the support delivered by the team transitions smoothly following project activities.
- Propose and deliver improvements to the Framework for Operational practices and services
- Manage field-based engineers, working with customers to continually improve their experience
Person Specification
- Excellent customer facing and communication skills
- Problem solving skills and resilience to issues and influences outside of his/her control.
- Proactive in bringing forward issues and opportunities, direct and persuasive when necessary, collegiate and engaging to achieve buy in and consensus.
- Excellent team player, flexible, responsive, takes ownership and can work on the detail in a real time environment that requires out of hours work as necessary.
- Driving license and access to own vehicle
- At least four experience in a similar role
- Previous experience working in an MSP would be advantageous
- The ability to communicate clearly and concisely with customers
- Fusion People are committed to promoting equal opportunities to people regardless of age, gender, religion, belief, race, sexuality or disability. We operate as an employment agency and employment business. You'll find a wide selection of vacancies onour website.