End User Services Delivery Manager
Role:
You will support one of my client's major account's service delivery teams. You will be required to work in a customer facing environment, being accountable as the Service Delivery Manager and working in close association with the accounts' locally and globally based service process leads and delivery units in Europe.
The role will directly manage the desk side support teams based in the customer's offices in Dublin and Reading as well as managing the delivery of service desk services to the account. In addition to this, you will interact with the Desktop team who are based in the client's Global Delivery Centre (GDC) and have responsibility for builds & images that are to be deployed to the end user community on the customer account.
Responsibilities:
- Active ownership of the Business Management System (BMS) process areas holding regular reviews with delivery units and the Service Delivery Manager.
- Management and support of the day to day activities of resources in service area, including planning, reporting & escalation processes.
- Provide appropriate reports in a timely manner.
- Proactively manages other customer suppliers as required to ensure compliance to the SLA.
- Manage internal and external customer relationships.
- Participate in rota to provide out-of-hours major incident management.
- Working with the GDC's as required to ensure that all incidents are managed effectively in accordance with SLA
- Manages service operations in order to deliver contracted service commitments & continual service improvements for all areas of ownership.
- Actively owns service issues & risks, controls service costs & improve productivity and effectiveness.
Required Education and Experience:
- Excellent communications skills both written and verbal.
- Knowledge of various IT technologies & services employed in particular Deskside, Desktop and Service Desk.
- Proven record/experience of Incident, Problem, Release and Team Management.
- Strong coordination skills and demonstrable ability to drive results; dealing with on-site escalations from the customer and the delivery team.
- Ability to identify and drive service improvement and shift left activity to a successful conclusion.
- Strong interpersonal skills - diplomatic, discreet, trustworthy and have the ability to build and maintain strong relationships with all levels both within the organisation and in the external environment.
- A flexible approach to work and be capable of handling multiple priorities in a fast paced environment.
- Excellent all-round problem solving, & influencing skills.
- Robust stakeholder management capability.
- Proactive and assertive reacting to key business requirements in a timely manner.
- Extensive experience of Sense and Respond processes and of driving shift-left activities.
- Ability to demonstrate control under pressure and to handle complex technical situations.
- Ability to translate events into clear communications to the stakeholder community.
- Attention to detail.
- Excellent time management.
For more information on this or other roles feel free to contact Alison on 01 6455250 or alison.byrne @ experis.ie
