Service Deliver Manager
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| Job Type | Permanent Full Time |
| Location | Barnet, London |
| Area | London, England |
| Sector | Commercial - IT |
| Salary | £40000 - £50000 per annum |
| Start Date | ASAP |
| Job Ref | DW092017SDM_1507650536 |
- Description
- Job Description:
Our client is looking to recruit a Professional who has strong experience within Service Delivery & Monitoring. As the Service Delivery Manager you will have solid experience of managing a Monitoring Team. The Company is growing a team in Europe, so remote management experience would be key.
Coming from a solid background of technical and man-management experience, you will be able to offer advice on a technical level as well as set priorities, manage a service desk and appraise performance.
Your stakeholders will be both internal and external. There are 750+ sites that are currently monitored
You will be joining a newly formed team that is heavily focussed on driving through transformation in the IT Department. The Monitoring Team are currently implementing a new Service Desk and Monitoring Tool (Connectwise) and at the same time agreeing new SLA's and priorities with the Business. Your leadership and experience in this area will help steer this vision.
Reviewing daily checks, escalating tickets, prioritising tickets, managing the workflow of tickets, creating and optimising processes will all be part of your daily tasks.
Monthly service meetings will be held with the Business to review SLA's, incidents and outages. Communication will be key in your role with a focus on internal and external relationships - meeting and exceeding their expectations. A weekly info email to the Business is also anticipated.
The Service Desk operative role is responsible for providing first line support to both internal and external customers for solutions ranging from onsite ANPR software monitoring to the implementation and enforcement process.
Working within a fast-paced and dynamic team, the candidate will play their part in expanding the business with an aggressive improvement strategy.
Communication
The position will entailing keeping the Business up to date with clear and transparent information - liaising with internal as well as external stakeholders.
Documentation
Documentation will be key as processes, priorities and SLA's will be needed to drawn up.
Management
You will be responsible for the Team Lead and Monitoring Analysts. Setting Goals and Objectives:
*Weekly 121's
*Interim review
*Final appraisal
Key Objectives & Responsibilities:
*Manage Monitoring Team (as well as remote team)
*Agreeing KPI's and SLA's with the business
*Rollout Service Desk (Connectwise)
*Communication with key stakeholders within the Business as well as external Customers
*Own Connectwise and ensure that all sites are monitored
*Ensuring SLA's are kept in line
*Performance management
*Recruitment
Personal Qualities:
The following personal qualities are vital to ensure the successful delivery of your Key Objectives & Responsibilities
*Self-motivated with the ability to work under your own initiative
*Ability to work within a team environment
*Effective communication skills
*Enthusiastic with a positive attitude
*Versatile and eager to adapt and learn new skills
Desirable:
*Proven ability to manage a Monitoring Team
*Remote management of teams
*Strong stakeholder management
*Excellent knowledge of IT Infrastructure, hardware, databases, operating systems and local area networks
*Strong team management experience
*Good understanding of service management tools
*Monitoring Background
*Connectwise Experience
*ANPR Experience
*Kanban\agile mindset
