Service Delivery Manager (IT Ops) - Hosting, Linux, Windows | £35-50K

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Service Delivery Manager (IT Ops) - Hosting, Linux, Windows | Web Hosting for Digital Agencies

Farnborough

£35,000 - £50,000 + Company Benefits & Perks

++ We are expanding and we’re looking for our first Service Delivery Manager based in Farnborough to take full ownership of the growth of our high touch managed service support team breathing life into the latest and greatest digital assets and campaigns ++

The role is crucial in continuing to build out our reputation for working with some of the UK’s best marketing agencies and brands, with a focus on balancing superior customer delivery whilst coaching and developing a talented team.

Key Responsibilities:

+ Provide a beacon leadership experience for a team of 5 System Administrators while still being able to get involved with the tech when needed

+ Create a remarkable service delivery experience for customers via the helpdesk team

+ Build team training, development and succession plan programs

+ Utilise KPI’s and SLA metrics positively to drive the health & growth of the helpdesk function

+ Develop collaborative cross-departmental relationships

As a minimum we’re looking for:

+ 2 years diverse IT Ops customer service management experience

+ Knowledge & understanding of Linux and/or Windows Hosted environments

+ Evidence of technical team nurturing ability & superior customer service delivery

About you?

+ You will probably have come from an IT Ops customer support background in a small ISP or managed service provider

+ You will have a well-developed sense of customer service expectations

+ Enjoy tech & non-tech client interaction, building rapport and confidence easily

+ Relish being a player manager with strong ability to coach new & existing members

+ Understand Contracts, SLAs and managing client expectations

+ Have managed an IT Service operation of 200+ tickets a week

+ Use KPIs positively with your team & have an understanding of NPS

+ Will have touched hosting environments (Linux/Windows) and have understanding of ITIL principles

+ Be able to confidently lead issue resolution for clients and build internal process improvement plans

+ Have experience in growing, satisfying and retaining a client base

We’re expanding our System Administration team too - so if you aren’t quite ready for a move into management today but like the sound of what we are building why not reach out and explore with us?

About Us:

We provide crafted web hosting for digital agencies and their clients. We’re a company founded by techs and employ people who are passionate about technology and how it can solve real-world problems.

At our office in Farnborough, you’ll find a team of like-minded people who, whatever their role, care genuinely about delivering an exceptional customer experience. What you won’t see is a dress code, clock watchers or anyone who doesn’t want to be there.

Great benefits we offer:

+ Subsidised Gym on site + Subsidised Restaurant on site + Flexi working hours + Every employee gets a laptop + Private Healthcare (after 3 months) + Pension (after 3 months) + 20 days holiday + banks holidays - rising by 1 day with each year of continued service + Wednesday lunch on us + Friday breakfast - sausage sandwiches / bacon butties etc etc + Snacks draw / coffee machine / great break out area + Relaxed atmosphere + Loads of social events during the week / months and 1/4’s - Things like Topgolf / film nights / games nights

We are an equal opportunities employer and welcomes individuals who are in possession of the appropriate requirements to work within the UK/EU.

Interested? Just Apply Below...

...But first a little formality. By applying you Explicitly Consent to us processing & passing your application to our client for review for this vacancy only. If your skills match the role you will hear back from us within 2 business days. If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.