Service Delivery Manager – Sussex (£35,000 to £40,000)

Service Delivery Manager â€" Sussex (£35,000 to £40,000)

Service Delivery Manager Sussex (35,000 to 40,000)

Location: London , South East Salary: From 35,000 to 40,000 per annum Company Benefits and Bonuses Date posted: 16/04/2012 17:05 Job type:Permanent Company: IS Recruitment Contact: Claire Lyon Ref: Totaljobs/CL/SDMS Job ID: 53370202

Service Delivery Manager

Location: Sussex

Salary: 35,000 to 40,000 (plus company benefits and bonuses)

Skills:

Minimum of 3 years experience at a supervisory/managerial level in a Service/Help Desk environmentStrong Line Management / Team Leadership skillsEffective communicator, both oral and writtenStrong presentation skillsIT literate (Level 1)MS Office Suite, especially MS Excel

Role and Responsibilities:

The successful can didate will bring experience of managing a service/help desk function/team and will be able to demonstrate an ability to manage tickets to meet contractual SLA targets. Crucial to this role will be the implementation of an ownership model that is taken for all tickets with pro-active management to closure, delivering high customer satisfaction levels. The supporting of metrics and reporting are vital in demonstrating success, both internally and to their customers.

Day to day management of the Service Desk Team/FunctionLine management of 2 direct reports (Service Desk)Ensuring all tickets (MPS and Non-MPS) are correctly logged and managed to closure, ensuring a closed loop process is adhered toIdentify and escalate, where appropriate, all tickets exceeding contractual SLA targets, driving them to closure in a timely fashionManage the process of allocating break-fix and technical issues to the IT team, whilst retaining overall ownership and ensuring a closed loop process i s adhered toEnsure the MPS Programme Manager and Sales/Account Managers are kept informed of all major issues that may impact their accountsProvide daily/weekly Service Desk performance stats

To hear more detailed information about this exciting new role working as a Service Delivery Manager based in Sussex, please email your latest CV to Claire Lyon at IS Recruitment or call me on 0161 973 2533 to discuss the opportunity in more detail.