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Service Delivery Manager - Infinity Group
Infinity Group are an innovative Microsoft Cloud Solution Partner based in the UK. We excel in providing award-winning IT Support, Digital Transformation, and Microsoft Dynamics 365 Consultancy services.
With a robust team of over 170 professionals, we operate from offices in Tunbridge Wells and London Paddington. Our exceptional work has earned us the prestigious title of Finalist for Microsoft Partner of the Year for Dynamics Business Central.
We are dedicated to fostering a more productive and secure work environment for organizations utilizing Dynamics 365, Microsoft 365, and Azure.
Guided by core values of empathy, creativity, ambition, authenticity, and confidence, we celebrate diversity and strive to create a supportive and innovative work environment.
We are committed to the well-being and growth of our employees, and we prioritize continuous learning and development through fully funded training programs.
Our focus on people, expertise, and commitment to excellence underscores our mission to make a positive impact in the tech industry.
Role Overview:
The role of a service delivery manager is entirely customer-facing. Duties involve overseeing a range of functions to facilitate the delivery of best-in-class services to the end-users. One of the key responsibilities of the service delivery manager is to ensure that service delivery and service support processes are on track for the consistent delivery of a high level of client service in an effective and cost-efficient manner. You'll also be expected to identify customer issues and needs by maintaining an excellent relationship with end-users and stakeholders.
As a Service Delivery Manager you'll be responsible for:
* Monitoring and managing desktop support, IT services desk, and VIP support functions to ensure optimal service.
* Maintaining high performance levels for service-related processes and implementing improvement activities wherever necessary.
* Taking ownership of critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders for post-incident reviews.
* Ensuring that systems, procedures, and methodologies are in place to support outstanding service delivery.
* Developing a deep understanding of projects to gain insights into the scope of service delivery.
* Taking accountability for service delivery performance, meeting customer expectations, and driving future demand.
* Analysing third-party as well as internal processes and creating strategies for service delivery optimization.
* Recommending methods of improvement and ensuring that actions are implemented on time for service delivery upgrades.
* Providing accurate and regular reports to management on the performance of the service delivery.
* Leading personnel management, including staff recruitment, performance assessment, training, and mentoring.
* Building strong relationships with teams and stakeholders to enable effective dialogue exchange between departments.
Personal Specification:
* Service Management: have a deep understanding of service management principles, ITIL framework, and best practices to ensure the efficient and effective delivery of services.
* Client Relationship Management: strong interpersonal and communication skills to build and maintain relationships with clients.
* Leadership: possess leadership qualities to guide and motivate their team members.
* Problem-Solving: be adept at analysing complex situations, identifying problems, and proposing effective solutions.
* Financial Management: have knowledge of budgeting, cost management, and financial planning.
* Continuous Improvement: have a mindset of continuous improvement.
* Technical Knowledge: a good understanding of IT systems, infrastructure, and emerging technologies.
Qualifications:
* CMI Level 4
* ITIL v4 Managing Professional
Like the rest of the Infinity team, you'll benefit from:
* The opportunity to work for one of the leading Microsoft Cloud Solution Partners in the UK.
* Work in a great culture, highly ambitious, collaborative, and humble.
* Benefits include Unlimited Annual Leave, Private Healthcare, Life Assurance, Company Shares, Electric Car Scheme, and Flexible Working.
* A newly renovated office with a break-out area, decent coffee, and a pool table.
* Weekly company events and quarterly social events.
What are the next steps?
* Apply with your current resume or link to your LinkedIn profile directly on our careers page - https://www.infinitygroup.co.uk/careers/
* Have a quick call with Dom, Keiran, or Hollie (our internal recruiters) to go over the position in more detail.
* 1st stage interview, usually via Teams.
* 2nd / final stage ideally in person as we like to meet everyone in person and show you around our amazing office.
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