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    IT Service Delivery Manager - London, United Kingdom - HireTalent - Diversity Staffing & Recruiting Firm

    HireTalent - Diversity Staffing & Recruiting Firm
    HireTalent - Diversity Staffing & Recruiting Firm London, United Kingdom

    12 hours ago

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    Description

    Job Description

    Title: IT Service Delivery Manager

    Position Type: Full-Time

    Location: London W1U 8ED. Hybrid work model (3 days/week on-site initially).

    JOB DESCRIPTION:

    • We are looking for a dynamic and seasoned Service Delivery Manager to lead the service delivery and support desk for a high-end skincare brand currently undergoing a significant digital transformation.
    • This is a great chance to be at the forefront of a major overhaul in IT support and service delivery for a prestigious and innovative brand in the luxury skincare industry.
    • The ideal candidate for this role should be technically skilled, with a solid background in IT support and service management, as well as project management expertise and the ability to lead and motivate a team.

    KEY RESPONSIBILITIES:

    • Lead the service delivery and support desk operations, ensuring top-notch IT support.
    • Oversee a revamp of the IT support and service delivery systems, including transitioning ticketing systems.
    • Supervise the entire IT support team, ensuring efficient management of first and second line support.
    • Get hands-on with daily service desk activities and ticketing system management.
    • Steer the project to migrate from the current ticketing system to a new system.
    • Provide leadership and direction during a time of significant organizational change.

    REQUIREMENTS:

    • MS Office 365: Deep knowledge and practical experience in managing and troubleshooting Office 365 applications. This includes understanding the intricacies of Intune for device management and setup, as well as general proficiency with Azure environments.
    • Experience: 3-4 years in infrastructure engineering, 1-2 years in service desk management.
    • Directly oversee the day-to-day operations of the service desk team. This includes monitoring ticket flow, ensuring timely issue resolution, and maintaining high levels of customer service.
    • Technical expertise in ticketing systems, with a preference for experience in ServiceNow.
    • Lead and mentor the IT support team. This involves supervising the performance of first and second line support teams, providing technical guidance, and ensuring team members are well-prepared to handle their duties.
    • Ability to work effectively in a demanding environment, managing multiple tasks efficiently.
    • Stay updated on the latest IT trends and practices, and apply this knowledge to enhance service delivery.
    • Budget management for procurement and project management within service desk requirements.
    • Experience overseeing a team supporting around 600 internal users, plus external users linked with partner organizations.
    • Strong communication skills for engagements with the C-suite.
    • Experience in transitioning to a new ticketing system is advantageous.

    WHY JOIN US:

    • Be a part of a luxurious and prestigious brand recognized for its innovation in the skincare industry.
    • Unique opportunity to lead a Greenfield project, establishing new processes and systems from the ground up.
    • Drive change in an organization that values digital transformation and modern IT practices.
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