IT Service Delivery Manager

Managing and coaching a team of L1, L2, L3 and Field Based Engineers supported by aligned service coordinators.

Working directly within the team you will be monitoring support and service tickets while coaching the team in managing tickets, time, complex problems, ticket escalation, commercial decisions and customer services while maintaining a high level of motivation to exceeding SLA targets.

This role is predominately inward facing, coaching your team supported by a customer success manager who manages client satisfaction.

You will be expected to carry out regular formal and informal 1:1's, manage wellbeing, develop and monitor training programmes and coach the team to their future aspirations.

We will be looking for you to build a team and processes which consistently exceed our service level agreements, ensure your team achieve their individual KPIs and that we continually portray ourselves as going above and beyond to our clients.

You will be expected to monitor resources against actual and planned growth, recruitment, interviewing and assessments as well as disciplinary action if needed.

As and when needed you will be expected to attend client meetings to support performance reviews as well as helping to demonstrate our capabilities to new prospects.

On a weekly basis you will be reporting to the Directors around team, service, SLA, KPI and client performance.

At least three years in a similar technology service delivery role.

At least five years providing technical support services within Microsoft based 365 Business and Azure environments.

If you have recent MSP or SI experience that would be advantageous.

A solid understanding of ITIL and ISO 20000 Service Delivery Processes

A solid understanding of ISO 9001 / ISO 27001 and Cyber Essentials standards.

A good appreciation of current employment law.

Excellent analytical and presentation capabilities.

Work Location:
This role is based from our King's Lynn office with occasional travel to our Taunton office and UK based clients.

Hybrid working is available based on three days working from the King's Lynn office / two days working from home.

Workplace IT is the UK's leading provider of IT Outsourced Services to the Social Care, Assisted Living and Special Needs Education Sector.

We predominantly support medium and enterprise level Commercial, NFP (Not For Profit) and Public Sector owned organisations with multiple locations and people across the UK.