Service Desk Manager

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Service Desk Manager

Service Desk Manager / Service Delivery / Change Management / ITIL / Permanent / Birmingham

Well recognised, award winning client who are known for being a great place to work are looking for a Service Desk Manager to join their growing IT team.

The Service Desk Manager will ensure a high availability Service Delivery IT Infrastructure through execution of the Service Delivery Model and governance structures.

There is a significant expectation that IT systems will remain stable and when problems arise they will be identified and resolved effectively and efficiently with minimal impact on overall service delivery.

There can be many complex change programmes operating at any given time, each having a dependency on IT solutions delivered by the in-house IT team and by third parties, as well as significant inter-dependencies. The Service Desk Manager role has responsibility for Service Delivery oversight, assurance and sign off for all IT solutions in this complex environment.

Key Responsibilities:

*Support the Service Delivery model alignment with the Business Strategy and goals, including successful integration of any new IT system, or IT related business improvements into the IT delivery.

*Develop a strong and effective network of relationships across the IT organisation (including key service providers).

*Management of user communications regarding all IT service-related incidents from initial event through to resolution, ensuring proactive response, escalation and reporting to the Service Delivery Manager as appropriate.

*Support the adherence to a minimum set of control standards, and contracted framework agreed with outsource providers.

*To be accountable for all service delivery reporting, service level attainment tracking, and supplier service improvement plans.

*Ensure IT Service Delivery compliance monitoring and improvement activities are applied with reference to internal policies and applicable legislation and regulations with reference to the Service Delivery Manager as appropriate.

*Track emerging technologies and assess the likely direction these technologies will take in relation to the company and IT Service Delivery.

Key Skills, Knowledge & Experience:

*Strong IT background

*Ability to lead and motivate a team.

*Knowledge of ITIL framework and processes.

*Able to work independently, flexibly and supportively across an IT function

*Able to work & communicate effectively with all levels of the business, including business leaders

*Working knowledge of IT Governance regime.

*Able to describe, communicate and promote IT solutions and opportunities in a manner that the wider business community & external parties can understand.

*Excellent planning and organising skills based on understanding of project management methodologies.

This is a great opportunity to join an established company who truly look after their employees. The salary range is £45,000 - £55,000 plus a great company benefits scheme including; generous bonus, very good pension, healthcare and on site sports and fitness facilities.

Please apply ASAP to be considered!

Service Desk Manager / Service Delivery / Change Management / ITIL / Permanent / Birmingham

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