Service Delivery Manager

The Service Delivery Manager role within Mirus plays a key role in delivering the services we provide to a portfolio of multiple customers. This is a great opportunity to own the day to day operation of the service, mentoring multiple teams, and providing a strategic steer, working with customers to identify, implement and maintain continuous service improvements to their businesses!,

• Responsible for the delivery of service to a group of customers who have onsite based engineers;


• Being the primary escalation point for a group of onsite account customers, taking ownership and managing all service-related issues and ensuring communication plans are in place and being actioned at all times;


• Responsible for developing and publishing a set of serviceable metrics to highlight individual and team performance as well as help develop a gamification environment of incentive, rewards, and recognition - these are to be presented at both the internal SMT level and directly to the customer;


• Responsible for inputting to and attending regular monthly account reviews with the customer, ensuring service reporting is available and presented, minutes are captured, documented and actioned, and all service related items are being managed and progressed and communicated;


• Responsible for achieving agreed service levels, at both ticket and telephone level, at both team and individual level;


• Responsible for ensuring all tickets within the team are analysed for urgency and impact and then prioritised and allocated accordingly and in line with agreed service levels;


• Responsible for managing all major incidents, including communication plans and agreed actions, both in and out of hours, including disaster recovery options;


• Responsible for developing and implementing new processes and procedures in line with both customer and business needs;


• (Where capable) Provide hands on technical support, cherry picking quick technical fixes as and when required;


People Leadership and Management:

• Responsible for the recruitment and selection of new team members.


• Responsible for the creation and management of a structured induction plan for all new team members.


• Responsible for the direct management of a remote team of both technical and non-technical service delivery people, based onsite at customer offices.


• Responsible for the development of a team of both technical and non-technical service delivery people, including identification of skills gaps, creation of skills matrices, development and implementation of a training programme at both team and individual level, and tangible reporting to show a service improvement link between programme and individual performance.


• Responsible for performance management of each team, including regular performance reviews at both team and individual level, highlighting areas for improved achievement, as well as introducing performance development plans, and where necessary managing disciplinary reviews;


• Responsible for developing annual individual and team objectives, as well as actioning annual objective setting meetings, mid-year reviews and end of year appraisals, including performance grading and salary recommendations;


Continual Improvements

• Responsible for the creation and management of a continuous Service Improvement Plan (SIP) for each customer, including a strategic approach to delivering the service, managing a set of Continuous Service Improvement actions, and ensuring these are completed to specification and schedule.


• Responsible for owning and developing the knowledge base for the team and the supported customer base ensuring that knowledge is documented and shared and that Champions are created and their knowledge shared and regularly reviewed to continuously improve performance;


• Responsible for the creation and presentation to the customer of customised service delivery reports, working closely with the Service Delivery Director on the customers and the types of reports required - this could include customised ticket trending reporting for both onsite and non-onsite customers;


Self-Development

• Responsible for maintaining your current technical knowledge, allocating time to understand and learn the technologies your team support to more detail, to allow better understanding of new tickets to ensure they are prioritised using the best possible technical understanding of the customer's problem;


• Responsible for maintaining your knowledge of the services we provide to the customer to understand the contractual service we provide for each product / service.
  
  Proven Experience specifically in a Service Delivery Manager Role


• Evidence of strong interpersonal skills for working with teams and individuals at all levels of the organisation.


• Demonstrated understanding of incident, problem, and change management, at ITIL Foundation level.


• The ability to work in a wider service delivery function, bringing together teams and processes as required to provide a service.


• Strong planning and organisational skills


• Self-motivated, pro-active and with the ability to drive agendas


• Must be able to work collaboratively in a team environment


• Competent management of changing workload and priorities.


• Proven Experience of Managing Multiple Teams of both Technical and Non-Technical Service Delivery People
  
  We have been providing our clients with comprehensive IT Support and technology solutions, including cloud services, managed print, telephony, Office 365 applications, cyber security and data recovery, and more, since 2002.


As part of Advania, we are backed by a leading technology services and solutions provider, and the most awarded Microsoft partner in the UK.