Service Delivery Manager

Client: Confidential Luxury Skincare Brand

Service Delivery Manager

1 Baker St, London W1U 8ED, UK Hybrid (3 days a week) - need to travel to Bristol once a month

Initially to start maybe 4 days on-site a week for system deployment and ramp-up

There may be occasional travel to Bristol.

Fulltime Permanent role

Description:

We are seeking a dynamic and experienced Service Delivery Manager to lead the service delivery and support desk for a confidential luxury skincare brand undergoing a significant digital transformation. This is an exciting opportunity to be at the forefront of a major revamp in IT support and service delivery for a prestigious and innovative brand in the luxury skincare industry. The candidate for this role should be technically proficient, with a strong background in IT support and service management, combined with project management skills and the ability to lead and inspire a team.

Key Responsibilities:

• Lead the service delivery and support desk operations, ensuring high-quality IT support.
• Manage a revamp of the IT support and service delivery systems, including changing ticketing systems.
• Oversee the entire IT support team, ensuring effective management of first and second line support.
• Hands-on involvement in daily service desk activities and ticketing system management.
• Drive the project to transition from the current ticketing system to a new system.
• Provide leadership and guidance in a period of significant organizational change.

Requirements:

• MS Office 365: In-depth knowledge and hands-on experience in managing and troubleshooting Office 365 applications. This includes understanding the nuances of Intune for device management and configuration, as well as general proficiency with Azure environments.
• Knowledge of Intune and Azure environments.
• Experience: 3-4 years in infrastructure engineering, 1-2 years in service desk management.
• Directly managing the day-to-day operations of the service desk team. This involves monitoring ticket flow, ensuring timely resolution of issues, and maintaining high levels of customer service.
• Technical expertise in ticketing systems, with a preference for experience in ServiceNow.
• Managing and mentoring the IT support team. This includes overseeing the performance of first and second line support teams, providing technical guidance, and ensuring team members are well-equipped to handle their responsibilities.
• Capacity to work in a high-pressure environment, managing multiple tasks efficiently.
• Up-to-date with the latest IT trends and practices, and applying this knowledge to improve the service delivery.
• Budget management for procurement and project management within service desk needs.
• Experience managing a team supporting approximately 600 internal users, plus external users associated with partner organizations.
• Strong communication skills for interactions with the C-suite.
• Experience in migrating to a new ticketing system is a plus.