We have an exciting opportunity for a Service Delivery Manager to join our well-established client. MFK Recruitment has successfully recruited 41 IT Professionals for this well-established company in the past 5 years, 30 are still with the company too. Hybrid working is in play for the successful Service Delivery Manager. Two to three days a week, the SDM will travel to Reigate (Surrey), East Sussex, and Cambridgeshire. On average, the SDM will be able to work from home for two days a week. Extremely ambitious company, and they’re very interested in having individuals join their team, who are keen to progress and succeed (The vast majority of our candidates have progressed in a short space of time) Service Delivery Manager - Job Purpose: Service Delivery Management: Act as the primary manager and escalation point for service delivery at Business South customer sites. Collaborate closely with helpdesk engineers and account managers to efficiently meet customer requirements, ensuring issues are resolved correctly and promptly. Customer Understanding & Communication: Ensure thorough understanding of customer environments and take ownership of problems with clear and concise communication, managing customer expectations effectively whether in person, over the phone, or via remote connectivity. Team Leadership: Work with the helpdesk and delivery teams to ensure support tickets are addressed within agreed customer SLAs. Mentor and develop teams to enhance their performance and service delivery. Undertake consultancy visits for top-level school direction. Service Delivery Manager - Main Responsibilities: Ensure we know our customers’ aims and desired direction, and provide a high-quality service that matches identified customer need Undertake regular, scheduled customer visits across the Business South base to help form ICT strategy and work with wider team including account managers to implement accordingly Working with helpdesk and onsite to ensure SLAs are met and high levels of CSAT achieved Owning and developing the knowledge base for the teams and supporting customer base ensuring that the knowledge is documented and shared Responsible for mentorship and training of engineers to ensure thorough understanding of customer environments; identification of skills gaps, creation of skills matrices, development and implementation of training program at both individual and team level, tangible reporting to show a service improvement link between program and individual performance Primary responsibility for taking over major impacting service incidents, owning the investigation, diagnosis, identified of root cause and rollout of mitigating actions to permanently fix the underlying issue Be responsible for identifying opportunities within customer sites to work with relevant stakeholders to remove underlying issues affecting user experience, owning and following through to completion the rollout of any permanent fix Keeping accurate records and site documentation Keeping accurate time entries on ConnectWise/Autotask Responsible for ensuring that all tickets within the team are analysed for urgency and impact and then prioritized and allocated accordingly and in line with agreed service levels Other activities may include: Take responsibility for own continual professional development, allocating time to understand and learn the technologies your team support to more detail Provide hands on technical support experience, cherry picking quick technical fixed when required Attending customer meetings as required to help provide technical explanations and guidance of service impacting issues Ensuring appropriate standards and procures are adhered to during the development process to support a quality of service to customers Work with a variety of company and technical teams to enhance service or to develop solutions Service Delivery Manager - Qualifications & Knowledge: 2 years experience as a senior engineer supporting businesses Experience of managing or supporting projects Experience of working in a customer-facing role Familiar with working to SLA’s to meet customer and requirements Working as part of a wider service delivery function Service Delivery Manager - Skills & Experience: Strong interpersonal skills; able to communicate verbally and in writing to both technical and non-technical audiences Creative, analytical problem solver with the ability to apply original and innovative thinking Able to work both within a team and using own initiative Use of ConnectWise software platform Install, configure, and troubleshoot issues, using All MS Windows desktop platforms PC/Server hardware - upgrade, both hardware and firmware, RAID configurations, iLO Active Directory - configures sites and services, resolve issues Firewalls, routers & VPN’s - install, configure and troubleshoot Office 365 - create accounts, breakdown, trouble shoot issues, AD sync etc Microsoft Hyper v / VM Ware - basic skills Veeam - setup, implement and trouble shoot local and datacentre-based backups Switches - install and configure, setup VLAN’s, tagging, breakdown, trouble shoot issues