Service Delivery Manager

Robert Half have partnered with an enterprise client in the Bristol/Bath area as they look to recruit an experienced Service Desk Manager with extensive ITIL knowledge to lead a team of 1st/2nd Line Service Desk Analysts.

The Service Desk Manager will be responsible for managing the daily operations of the service desk and ensuring the team delivers excellent customer service and support to all users. The ideal candidate will have a passion for delivering exceptional service, strong leadership skills, and experience managing and mentoring a team.

Key Responsibilities:

• Manage a team of 1st/2nd Line Service Desk Analysts, ensuring that they deliver excellent customer service and support to all users
• Provide leadership, coaching, and mentoring to a team of 8 service desk analysts
• Ensure the service desk operates effectively and efficiently, meeting agreed service levels and KPIs
• Develop and maintain strong relationships with key stakeholders, including customers, IT teams, and third-party suppliers
• Identify areas for service improvement and implement solutions to improve the service desk's performance
• Ensure that all incidents and service requests are logged, prioritised, and resolved in a timely and professional manner
• Conduct regular service reviews with stakeholders to ensure that the service desk is meeting their requirements and expectations
• Ensure that all service desk procedures and processes are documented, maintained, and followed
• Manage service desk budgets and resources effectively, ensuring that staffing levels are appropriate to meet demand
• Keep up-to-date with industry best practices and technologies to ensure that the service desk is continually improving.

Qualifications:

• A degree in Computer Science or related field is preferred, but equivalent experience will be considered
• Extensive ITIL knowledge and experience is essential - ITIL V4 desirable
• Proven experience in managing a service desk, including managing a team of service desk analysts
• Strong leadership skills and the ability to motivate and develop a team
• Excellent customer service skills, with a passion for delivering exceptional service
• Strong analytical and problem-solving skills
• Excellent communication skills, with the ability to communicate effectively with technical and non-technical stakeholders
• Proven experience in managing service desk budgets and resources
• ITIL Foundation certification is essential, and additional ITIL certifications are preferred.

Package:

• £45,000-£55,000 + additional benefits + hybrid working

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