ICT Service Delivery & Support Manager , Date 03/03/2010
up to £45,000 p.a.
Location: Greater London
Type: Permanent
Ref: KF/2406
ICT Service Delivery & Support Manager – London £45,000 + Car Allowance
This is a ‘sleeves rolled up’ senior operational service delivery role for a major provider of IT Managed services. The customer is highly challenging and demanding local authorities that have high expectations and SLA’s to match. You will be situated across various educational and non educational facilities within the borough and be responsible for ensuring that incidents are resolved by the managed services team, service improvements are delivered and service delivery objectives, targets are achieved and expectations exceeded. Our client designs and implements ICT infrastructure that drastically improves teaching and learning, you role will be to ensure that the ongoing delivery of ICT managed services achieves this goal.
The Service and Support Manager will lead all elements of customer service for a diverse range of programmes. You will ensure that the transition of new schools in to 'Managed Services' is seamless. You will analyse and ensure all service obligations are met and an excellent perception of service within the authority, LEP and Schools is maintained. Key tasks will involve monitoring SLA's and KPI's, chairing service reviews with customers, ensuring all onsite staff work consistently, professionally and maintain a high level of customer communication.
You will oversea and manage all change control programmes, ensure all customer escalations follows the prescribed process and identify the opportunity for growth of services.
We are looking for strong SDM’s that understand both the internal and external process of ICT Service Delivery. Candidates that have managed local authority, council or public sector customers are the ideal. ITIL qualifications essential. Candidates must also be able to demonstrate experience of growing a managed service.
