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

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 seeking a dynamic and experienced Service Delivery Manager to lead the service delivery and support desk for a confidential luxury skincare brand undergoing a significant digital transformation.
• This is an exciting opportunity to be at the forefront of a major revamp in IT support and service delivery for a prestigious and innovative brand in the luxury skincare industry.
• The candidate for this role should be technically proficient, with a strong background in IT support and service management, combined with project management skills and the ability to lead and inspire a team.

KEY RESPONSIBILITIES:

• Lead the service delivery and support desk operations, ensuring high-quality IT support.
• Manage a revamp of the IT support and service delivery systems, including changing ticketing systems.
• Oversee the entire IT support team, ensuring effective management of first and second line support.
• Hands-on involvement in daily service desk activities and ticketing system management.
• Drive the project to transition from the current ticketing system to a new system.
• Provide leadership and guidance in a period of significant organizational change.

REQUIREMENTS:

• MS Office 365: In-depth knowledge and hands-on experience in managing and troubleshooting Office 365 applications. This includes understanding the nuances of Intune for device management and configuration, as well as general proficiency with Azure environments.
• Knowledge of Intune and Azure environments.
• Experience: 3-4 years in infrastructure engineering, 1-2 years in service desk management.
• Directly managing the day-to-day operations of the service desk team. This involves monitoring ticket flow, ensuring timely resolution of issues, and maintaining high levels of customer service.
• Technical expertise in ticketing systems, with a preference for experience in ServiceNow.
• Managing and mentoring the IT support team. This includes overseeing the performance of first and second line support teams, providing technical guidance, and ensuring team members are well-equipped to handle their responsibilities.
• Capacity to work in a high-pressure environment, managing multiple tasks efficiently.
• Up-to-date with the latest IT trends and practices, and applying this knowledge to improve the service delivery.
• Budget management for procurement and project management within service desk needs.
• Experience managing a team supporting approximately 600 internal users, plus external users associated with partner organizations.
• Strong communication skills for interactions with the C-suite.
• Experience in migrating to a new ticketing system is a plus.

WHY JOIN US:

• Be a part of a luxurious and prestigious brand known for its innovation in the skincare industry.
• Unique opportunity to spearhead a Greenfield project, setting up new processes and systems from scratch.
• Be the change agent in an organization valuing digital transformation and modern IT practices.