Job Title: IT Service Delivery Manager
Company Name: Workflo Solutions
Location: Livingston
Hours / Days Of Work: Mon-Fri
Job Type: Full-Time
Salary: £37,000 - £42,000 a year
Job Description:
Oversee the day-to-day operations of IT support, managed print, hosted telephony, and other technology services, for customers.
Ensure efficient helpdesk operation, reducing ticket backlog and improving response/resolution times.
Design, implement, and optimise service delivery processes and best practices to enhance efficiency and effectiveness across all teams.
Establish and monitor Key Performance Indicators (KPIs) to track and improve staff performance, client satisfaction, and operational efficiency
Conduct regular performance reviews, provide constructive feedback, and develop action plans for improvement as necessary.
Identify training needs and organise programs to ensure continuous staff development, skill enhancement, and knowledge sharing.
Address performance issues, conduct disciplinary meetings
Experience And Qualifications:
Proven experience in a service delivery, technical operations, or IT management role, preferably within a Managed Service Provider (MSP) environment.
Strong understanding of IT support processes, managed print services, hosted telephony, and related technology solutions.
Demonstrated experience managing technical teams, setting performance goals, and conducting training and disciplinary processes.
Ability to develop and refine operational processes to improve service efficiency, reduce response times, and increase client satisfaction.
Strong project management skills, with experience in planning, executing, and monitoring multiple client projects concurrently.
Degree in IT, Computer Science, or a related field (preferred).
- Relevant certifications in ITIL, Service Management, or Project Management (such as ITIL Foundation, PMP, or PRINCE2).
- Experience with helpdesk management tools, project management software, and performance monitoring systems.
Application Process:
Apply via link below
Closing Date: 23/12/2024
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