Client: Renowned Luxurious French Brand
Title: IT Service Delivery Manager
Position Type: Full-Time
Location: London W1U 8ED (Hybrid)
Job Description:
* We are seeking a dynamic and experienced Service Delivery Manager to lead the service delivery and support desk for a luxury skincare brand undergoing a significant digital transformation.
* This is an exciting opportunity to be at the forefront of a major revamp in IT support and service delivery for a prestigious and innovative brand in the luxury skincare industry.
* The candidate for this role should be technically excellent, with a strong background in IT support, IT infrastructure and service management, combined with project management skills and the ability to lead and inspire a team.
Key Responsibilities
* Lead, inspire and develop strategy for our service delivery and support desk team. Ultimately, re-viewing, re-defining and building scalable framework to support extensive global business growth.
* Leading the entire IT support team, ensuring effective management of first and second line support including managing escalation to 3rd Line.
* Subject matter expert: Life-long learner and ability to inspire the team, build a proactive learning team environment, implementing industry best practice to improve ways of working. Provide 3rd line escalation point for the IT support team, where necessary.
* Provide guidance, key point of business contact and leadership in a period of significant organisational change. Project Management & Strategy
* Develop ServiceNow ITSM to automate processes and provide a scalable solution using industry best practices.
* Project Management: Collaborating whilst managing numerous stakeholder’s expectations to understand departmental challenges whilst providing scalable solutions.
* Develop spending strategy to maintain budgetary spend within defined parameters
* Define, manage and execute new IT projects to modernize and keep the business ahead of the curve for modern business, IT maintaining a cloud first approach.
Qualifications
* In-depth knowledge of office 365 including advanced configuration and deployment of applications using MDM tools
* Have an excellent technical understanding of Microsoft Defender for endpoint, defender for cloud and other Microsoft security products
* Extensive experience of Intune and Azure environments and how to support them. This will require excellent understanding of a cloud first business.
* Excellent networking and security knowledge with experience in deploying and configuring SASE solutions.
Professional Experience:
* 3-4 years in infrastructure engineering, 2-3 years in service desk management.
* 3-4 Years experience in developing IT strategy and processess within these environments.
* Directly managing the day-to-day operations of the service desk team. This involves monitoring ticket flow, ensuring timely resolution of issues, and maintaining high levels of customer service.
* Technical expertise in multiple ticketing systems, with extensive experience in ServiceNow designing and developing the solution. This will include expert understanding of ticketing best practices and ITIL processes.
* Managing and mentoring the IT support team. This includes overseeing the performance of first and second line support teams, providing technical guidance, and ensuring team members are well-equipped to handle their responsibilities.
* Capacity to work in a high-pressure environment, managing multiple tasks efficiently.
* Ability to interact optimally with C suite and director level employees to develop processes to ensure optimal IT provision
* Up-to-date with the latest Modern business IT trends, practices and security and applying this knowledge to improve the service delivery.
* Ability to instill and inspire a learning culture within the IT support teams by being an active learner and striving to be a subject matter expert.
* Ability to define annual budget strategy and manage budget for procurement and project management within service desk needs.
* Experience managing and growing a team to support an expanding user base including external users associated with partner organizations.
* Excellent project management skills and a hands-on approach to executing transformational projects.