IT Service Delivery Manager

Quinticon are seeking a passionate and enthusiastic IT Service Delivery Manager to join one of our clients. The ideal candidate will oversee the delivery of services to clients, ensuring high levels of customer satisfaction and operational efficiency.,

• Deliver services to the region, sites, and customers with a focus on security, efficiency, and cost-effectiveness


• Develop strong collaboration with IT Managed Service Providers.


• Provide high quality customer support (via email, phone, and in-person interactions)


• Contribute to knowledge sharing through regular article production and ensuring team participation.


• Proactively maintain office IT equipment and meeting room technologies


• Lead various service processes in agreement with the Head of Service, such as Procurement, Problem Management, etc.


• Serve as an escalation point for efficient issue resolution, minimizing disruptions for staff.


• Collaborate with regional business champions to address concerns professionally.


• Handle 2nd line application issues, escalating where necessary


• Assist in developing and implementing a service improvement plan.


• Keep service documentation and processes up to date.


• Assist customers effectively to maximize system benefits and address their concerns.
  
  Demonstrated experience in customer-facing IT roles.


• Familiarity with ITIL service and support processes.


• A broad understanding of technology and proficient awareness of technical concepts.


• Proficiency in crafting and delivering customer-oriented presentations and communications.


• Experience in IT Managed Service environments.


• Comprehensive knowledge of end-user technologies like PCs, AV equipment, mobile phones, and telephone systems.


• Strong analytical and diagnostic abilities for effective problem-solving and root cause analysis.


• Excellent proficiency in Microsoft products.


• Experience supporting relevant business applications would be advantageous.


• ITIL (foundation) desired


• Technical Certifications (i.e CompTIA) preferred, Information Technology: 2 years (required)