Service Delivery Manager

Service Delivery Manager requires to join our team in Kettering. The successful candidate will be required to:

• Manage service delivery across brand-facing and corporate systems
• Define and own SLA for the above
• Track and report service delivery KPIs
• Ensure effective monitoring of all critical systems
• Own and execute support processes
• Lead and mentor small team of Service Desk Analysts
• Own communication around service incidents and maintenance
• Responsible for delivering RCA for incidents to the CTO
• Responsible for ensuring legal compliance and meeting IT security requirements
• Support team in troubleshooting a variety of issues and requests via telephone, email, remote desktop support.
• Own and maintain issue tracking/management system
• Use trend analysis to identify common problems/weaknesses
• Update self-help documents, training material for new users
• Research and resolve technical issues and provide technical solutions
• Liaise with technical teams to manage new installations and updates
• Own licensee/member/employee on/off-boarding processes

• Solid experience in a similar role
• BA/BS degree in Computer Science or related technical field, or equivalent practical experience.
• Process and results orientated
• Excellent analytical and diagnostic skills
• Demonstrated proactive and creative problem-solving approach
• Strong sense of ownership, and a proactive can-do attitude.
• Excellent interpersonal, communications and presentation skills.
• Ability to generate respect and trust from staff and external customers.
• Good organisational skills, with high attention to detail
• Excellent project management skills
• Track record of handling multiple complex streams of work.
• Strong team player, but equally good at taking initiative