IT Service Delivery Manager

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I have been engaged exclusively by my growing Technology client, based in Newport. They require an IT Service Delivery Manager to help them build a 24/7 Global Helpdesk following insourcing of IT across the business.Client DetailsMy client is a high growth Technology business based in Newport.DescriptionResponsible for the Global environment, including local network & storage, laptops, tablets, cloud services, device management.Ensure that all BCP/DR systems are in place and tested to the required SLA's.Assist in determining, documenting and measuring performance against SLAs/KPI'sContinuous improvement in efficiency, reliability and performance of IT services to the internal customer base.Ensure service desk is functional 24x7.Ensure out of hours support is available and able to resolve issues as required.Monitor, manage and improve SLAs/KPI's for 3rd parties.Primary project manager for all global IT service projectsEscalation point for both customers and IT helpdesk staff should an issue require escalating and manage their expectationsTo develop consistency of processes in provision of servicesEnsure pro-active monitoring is in place for global systems/infrastructureContinue to improve processes and solutions to provide efficient/reliable supportDevelop and maintain policies and procedures.ProfileAbility to work under pressure and manage multiple projects.Proven experience of managing an IT service desk.Proven experience of working within standards such as ISO27001.Experience of implementation within an IT service team, delivering noticeable improvement in experience for users.Procedure creation and development.People management.Excellent customer service skills.Experience in a wide range of technologies.Excellent written and oral communication skills.Budget managementITIL implementation experience. Preferably holding a current qualification.Job Offer£50,000 + bonus + additional benefits