If you’re an experienced skilled IT professional with strong customer relations and Service Desk experience this is a brilliant opportunity to take your next career step. Offering excellent development prospects and a fantastic culture, we provide a great environment in which to enhance your abilities.
Service Delivery Manager
Dublin / Remote Flexibility
€45,000 – €55,000
Who we are:
Founded in 2007, we deliver bespoke IT Services from concept to delivery to support for our clients based in Ireland, UK and Europe. From Managed Services, Virtualisation, Networking, Backup, DR to procurement, our highly skilled team ensure a Personal and Proactive service.
We deliver IT Support via our Managed Helpdesk and "NOC" Services from our central Dublin and London Offices and our professional services either on-site directly collaborating with your team or remotely from our offices
Our clients industries range from Global Pharmaceutical and Technology to State Agencies to Professional Services, Sports and Hospitality.
The Service Delivery Manager Role:
As the service delivery manager you shall play a key role in the development / maintenance and operations of an client centric service desk supporting a wide range of clients. Your role will be to manage the existing service desk environment ensuring continued excellence in service delivery in-line with client SLA's. You will liaise with senior management for resource planning, scheduling, training and report regularly to senior management on key performance metrics.
Responsibilities and duties:
+ Manage the service desk team’s daily activities.
+ Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
+ Manage the dispatch process of service requests to ensure full utilization of resources.
+ Improve usage of Support resources and increase productivity of the team.
+ Communicate with all parties in a constructive manner to guarantee customer expectations are met.
+ Maintain awareness of all outstanding customer pre- and post-delivery issues and provide status to clients as necessary.
+ Perform customer follow-up to verify final resolution and determine satisfaction level.
+ Interface with appropriate technical personnel for customer problems that cannot be resolved effectively.
+ Provide accurate reports and metrics to company management on the status and budget of on-going projects and agreements.
+ Understand overall service desk objectives, as well as the role and function of each team member.
+ Manage the development of the team by ensuring that daily tasks and activities are in line with their career interests.
+ Assist the service desk team in design and development tasks.
+ Contribute to the continuity of services by providing the necessary leadership.
+ Drive problem investigations and resolution as required.
+ Ensuring that risks are identified, communicated, and mitigated and that services are delivered successfully through to production.
+ Design and maintain process documentation for the service desk team.
+ Manage the process of implementing change efficiently and effectively.
+ Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
+ Escalate service desk issues to the CTO as required.
Qualifications and Experience:
+ 2 years of management experience.
+ 3 years of IT or related experience.
+ Knowledge and hands-on experience of a PSA, RMM, Reporting tools etc
+ Professional IT Certifications, such as: Microsoft MCP, SonicWall CSSA, ConnectWise CCPA, Cisco CCNA, or VMware VCP.
+ Knowledge and experience in cross-functional management methods and techniques.
+ Knowledge of industry applications, processes, software, and equipment.
+ Strong organizational, presentation, and customer service skills.
+ Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span.
+ Skill in planning and preparing written communications.
+ Skill in leading people and getting results with a strong customer orientation.
+ Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
+ Ability to multi-task and adapt to changes quickly.
+ Ability to work in a team and communicate effectively.
+ Service awareness of all organization’s key services for which support is being provided.
+ Understanding of support tools, techniques, and how technology is used to provide services.
+ Self-motivated with the ability to work in a fast moving environment.
+ €45,000 – €55,000
+ Competitive salary based on experience and qualifications.
+ Health benefits
+ Full on the job training & support.
+ Fun working environment and culture.
+ Performance based incentives
+ Great opportunity for advancement
Interested? Apply here for a fast-track path to the Hiring Manager
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.