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Service Delivery Manager

Premium Job From BluetownOnline Ltd
Recruiter: BluetownOnline Ltd
Listed on: 5th November 2020
Location: Edinburgh
Salary/Rate: £50000 - £65000
Type: Permanent
Start Date: ASAP

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Job Title: Service Delivery ManagerLocation: EdinburghSalary: Competitive depending on experienceJob type: Full time, PermanentIn January 2020, the Company became part of a larger Group, with colleagues and subsidiaries now located across UK, Ireland, and Netherlands.The Company is a boutique UK cloud service provider, who specialise in enabling companies to progress along the path of cloud maturity while driving better outcomes from their customers' existing technology investments.They stand apart from their competition due to their ability to deliver flexible infrastructures utilising an innovative 'Transformation as a Service' approach with both private and public cloud technologies, coupled with responsive, agile, hugely capable technical teams. This is why their customers choose them time and time again over larger, slower-moving competitors.Services range from traditional VMware-based infrastructure; Backup & DR, to public cloud management with AWS, Azure, and Google; as well as newer PaaS & Dev-Ops and Containerisation services.They are currently searching for a talented Service Delivery Manager to join their dynamic and growing technical team based in Edinburgh.Responsibilities and Duties:Leading a remote team of specialist engineers delivering managed infrastructure services, consulting projects and helpdesk services for clientsCollaboration with business units and stakeholders across the commercial and technical teams to support proposals and client solutionsReview and set lead-time availability for managed services and project delivery based on team workloadAct as an escalation point for client issues when requiredTriage and schedule support tickets and project workLead daily project stand-up with both commercial and technical teamsHold regular review meetings with the teamDeliver KPI statistics and build reports to deliver key information on the desk performance each month to the senior management teamHelp to build and maintain a Customer Satisfaction facility within the helpdesk solution and report on this regularly to senior management.The successful Candidate will have/ be:EssentialMin 3-5 years' experience working in an IT service delivery management roleProven track record of managing and growing a remote teamProven track record of overseeing projects in the cloud services domain working with multiple stakeholders across commercial, technical, and management teamsProven track record in capacity management to deliver business needs across multiple projects and timelinesAbility to develop documented long term service delivery strategy aligned to the technical roadmap for Cloudhelix services.Experience in supporting the growth of talented and skilled engineers while maintaining a highly engaged teamExperience in change management and approval processesExperience in working to ensure customer solutions and services comply with the relevant product standards and internal documentation (in accordance with ISO certification)Manage 24/7 technical support operations including management of an on-call rotaHigh level of written and spoken English as well as high standard of documentationDesirableTechnical background with prior experience in some of their core technologies such as VMware, vSphere, Backup & Disaster Recovery (ideally Veeam and/or Zerto)PersonalConfident self-starter. Able to deliver quickly, use own initiative and be motivated to get the job done effectivelyHigh energy individual who enjoys working with customers to deliver exceptional customer service as well as stakeholder managementLeadership abilities to help motivate and support the career development of talented engineers as well as mentoring and coaching abilitiesPassionate about technology and how it can be leveraged to solve customer challengesStrong analytical and problem-solving skillsStrong communication and interpersonal skillsAttention to detailExcellent team playerPlease click on the APPLY button to complete your application at the Company's careers page.STRICTLY NO AGENCIESCandidates with the relevant experience or job titles of: IT Service Delivery Manager, Senior Service Delivery Coordinator, IT Support Manager, IT Quality Manager, Senior IT Support Engineer, IT Operations Manager, 3rd Line Support Engineer, IT Services Manager, IT Infrastructure Manager, Head of IT Service Provision, Senior IT Service Delivery Analyst, Technical Service Manager, IT Manager, Service Provision Manager may also be considered for this role.