Manage service department team members, including customer service interactions, reports, and repairs. Provides the highest level of customer service whilst developing lasting customer relationships.
The Service Delivery Manager is responsible for managing the IT Service Desk team which provides front line Incident and Request Management across all IT services.
They are responsible for ensuring that all incidents and service requests are handled effectively across all channels within agreed Service Levels to deliver customer satisfaction.
The Service Delivery Manager is responsible for developing and implementing the strategy, standards, and procedures within the Service Desk.
The post holder is responsible for the Service Desk tool and Knowledge Base. They are responsible for analysing usage of applications, incidents, and requests to identify problems and proactively reduce call volumes.
Is expected to work effectively within a team, working most closely with the Head of Service to drive service improvements. The post holder will offer specialist advice and support on IT-related issues, ensuring the effective management of all incidents and service requests through email, self-service, and onsite support.
This role requires the ability to develop effective working relationships with colleagues within and beyond IT, to ensure that a consistent, high-quality service is delivered by the Service Desk. This is a fast-paced and varied role, requiring excellent communication and customer service skills as well as a broad range of IT knowledge.
Principal Accountabilities
* Day to day accountability of the Adare SEC Service Desk, acting as a first point of escalation to the Service Desk Engineers and wider business.
* Ensure Service Desk incidents/service requests are resolved in line with SLAs or are escalated to the Head of Service Delivery where SLAs are at risk of breaching.
* Ensure Service Desk execute all aligned aspects of Starters/Movers/Leavers process, including account management, in line with documented processes and within defined timescales.
* Maintain an appropriate level of Service Desk resourcing/workload/prioritisation to meet the day-to-day business demand and requirements.
* Provide feedback to the Head of Service Delivery regarding Service Desk Engineers performance.
* Work positively and communicate professionally across teams to make an effective contribution to team tasks and team spirit.
* Build and maintain strong working relationships with key business users, colleagues, and support bodies to provide a professional customer service approach.
* Ensure that Service Desk tickets are monitored in-line with SLAs and updated efficiently and effectively.
* Proactively communicate with the business to provide updates on outstanding incidents and projects.
* Manage and grow a Knowledge Base.
* Assist in the investigation and resolution of issues relating to applications to assist the team in providing a high level of customer service.
* Hold 1-1’s with Service Desk Engineers and application support, offering support and coaching as required.
* Monthly quality checks on Service Desk tickets, providing feedback and guidance to Engineers to support Service Excellence target of 95%.
* Report on and put actions in place to support feedback from colleagues through CSAT.
* ITIL Process owner for Change, Problem, and Incident.
* Accountable for the CSIP process and improvements.
* Create and co-ordinate business processes alongside major stakeholders.
* Develop reporting strategy tailored stakeholder’s requirements.
Knowledge, Skills & Experience
* Excellent written and verbal communication skills
* Ability to manage own time effectively and to be prompt and punctual.
* Experience of working effectively within a team and collaborating with others to achieve a goal.
* Demonstrable ability to think around issues and look at the wider picture to provide solutions through a variety of problem-solving techniques.
* Excellent organisational skills with the ability to multi-task
* Drive, self-motivation, and ability to work under own initiative.
* Demonstrable experience of making tangible positive changes to an ITSM system.
* Sound knowledge and experience of supporting range of IT applications, platforms, and technologies.
* Ability to produce management information reports from ITSM systems.
* Experience of working accurately and confidently with service desk tools and technology.
* Ability to communicate processes and procedures clearly and accurately in writing and verbally.
* Experience of delivering a high level of customer service.
* Motivate team members to perform to the best of their ability whilst maintaining high levels of morale within the team.
* Develop individuals, where possible, to play a more active role towards company improvement.
* Work closely with the other technology management to create shift left initiative.
* Striving to improve first line and first-time resolutions.
* Acceptance into Service.
* Application support.
Behaviours
* Customer Service: ability to meet and strive to exceed the needs of internal and external customers by producing quality work and service.
* Drive for Results: able to go the ‘extra mile’ to achieve tasks, objectives, and targets.
* Demonstrates good attention to detail across all areas of work.
* Teamwork: able to work together with colleagues to pool skills, ideas, and resources to achieve objectives and resolve problems
* Initiative and Problem Solving: able to take ownership of area, accepts issues and follow up with actions to rectify.
* Planning and Organising: able to work to important deadlines and manage time effectively.
* Continuous Improvement: always looking at ways to improve across all areas.
Internal & External Relationships
* The Service Desk Manager will be required to work closely with all IT stakeholders, IT third party vendors and colleagues within the wider business.
What's in it for you?
* 26 days holiday per year plus Bank Holidays
* Enhanced maternity and paternity schemes
* Eye care scheme - free eye tests and discounts on glasses for DSE users
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