- Immediate joiners required
- US shift timings - 5 pm to 2 am
- Work from office job
- All should have experience in setting up the respective department. Greenfield projects experience is Must.
Candidate must be willing to work in a Start-up environment during US working hours.
Reporting to the Head of IT Operations on a day-to-day basis and ultimately to the COO, the IT Service Delivery Manager oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs.
This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.
This description reflects the core activities of the role but is not intended to be all-inclusive and other duties within the group/department may be required in addition to changes in the emphasis of duties as required from time to time. There is a requirement for the candidate holding this position to recognize this and adopt a flexible approach to work.
Responsibilities
Service Management
· Maintain a high performing service support function including IT Service Desk, Desktop Support and VIP Support.
· Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
· As owner of the escalation process the IT Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review.
· Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
· Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed.
· Be accountable for the quality of Service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
· Drive internal and third-party service review meetings covering performance, service improvements, quality, and processes.
Meeting Support
· Deliver excellent Presentation and Audio-Visual support, ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability.
· Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively.
Technical
· Lead the Desktop Management team to continually improve the desktop computing environment.
· Manage the desktop computing environment to ensure that laptops, PC’s and other access devices are built and maintained to high standards of performance and security.
· Ensure that patching and anti-virus updates are carried out promptly and effectively.
· Work with the Technical Design team evolve standards for hardware, software and security in the desktop environment.
Performance & Quality
· Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner.
· Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services.
· Provide regular and accurate management reporting on IT Service performance
· Effectively deliver/manage Staff Management including recruitment, mentoring, training, target setting and performance assessment.
· Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
Educational Qualification, Qualities and Skills required
· Minimum of a bachelor’s degree preferably in a computer related field.
· ITIL Qualified; Expert knowledge of ITIL disciplines
· Able to demonstrate the ability to undertake the above responsibilities
· Able to work in the US Working Hours
· Experienced Service Management professional with a passion for service Improvement
· Previous experience as a Team Lead or demonstrable experience in leading virtual teams
· Experience of managing 3rd parties and 3rd party delivered services
· Service Management or Support in a large-scale and diverse environment of incident management, escalation procedures and related disciplines
· Knowledge of Zoho Service Desk
· Willingness to learn new technologies and applications that aid in delivering excellent customer service and improving customer experience
· Excellent leadership and people management skills
· Excellent written and verbal communication skills
· Willingness to support and mentor junior staff
· Excellent customer facing/customer service skills
· Able to work under pressure and meet deadlines
· Able to demonstrate a high degree of flexibility including shift and out of hours working
· Excellent organizational skills
· Able to manage sensitive and sometimes confidential information
· Self-motivation and able to take responsibility
· Able to manage and prioritize and tasks and time efficiently
· Able to demonstrate initiative and a proactive approach to daily tasks
