Service Desk Manager/ Service Delivery Manager

Job Ref No


Salary (annual)


Start Date



Full Time



Service Desk Manager/ Service Delivery Manager

An exciting opportunity has arisen for a Service Desk Manager/ Service Delivery Manager with a proven track record in Service Delivery particularly Service Desk Management to join well established blue chip organisation in Middlesex.

As a Service Desk Manager/ Service Delivery Manager you will be responsible for managing a team so strong man management experience is essential. As a Service Desk Manager / Service Delivery Manager you will focus on continual improvement and ensure our client develops and maintains excellence in customer experience, retention and satisfaction. Under limited supervision, you will direct and oversee the day-to-day activities of the Service Desk, including fault resolution, managing of requests, software implementation, customer training and supporting the sales process.

As a Service Desk Manager/ Service Delivery Manager you will be responsible for managing, training, coaching and motivating a team of Service Desk analysts. You will be responsible for growing a Service Desk team that demonstrates a commitment to customer care and contributes to improving service delivery resulting in loyal customers and achievement of our clients corporate strategy.

As a Service Desk Manager/ Service Delivery Manager

You will have the following
Duties and Responsibilities:

• Manage the delivery of support to our clients licensed users and potential new
unlicensed users
• Manage the effective and efficient rollout and delivery of software updates to users
• Ensure user systems are licensed and operational in accordance with required service
levels and quality expectations
• Monitor and report on key performance indicators, provides statistical analysis to
improve overall service delivery
• Manage resources and availability of support service
• Design, implement and manage all service delivery operational processes and
• Motivate analysts through performance coaching, career development and team
• Improve productivity by leveraging individual strengths, providing timely and direct
• Encourage open communication and collaboration between support employees, other
departments and leadership
• Promote an ethos of continual improvement across the service desk
• Stay abreast of current developments in the ITSM industry
• Continually evaluate and strive to improve the technologies used to support the
delivery of service
• Deliver on all performance targets
• Be accountable for staff recruitment and retention

As a Service Desk Manager/ Service Delivery Manager you will have the folllowing
Profile and Characteristics:
• Passionate about customer success
• Problem solver
• Methodical and analytical
• Hardworking
• Creative
• Takes initiative
• Honest and diligent
• Respectful at all times
• Team focused
• Solutions driven
• Dynamic thinker
• Ability to see the big picture but understand detail
• Goal orientated
• Self-motivated
• Appetite for learning and development

As a Service Desk Manager/ Service Delivery Manager you will have :

Education and/or Work Experience Requirements:
• 5 years of leadership experience in a Service Management / Service Desk environment
• Practical experience of service delivery and improvement
• Proven ability to lead and develop employees both office-based and remote
• Track record of success
• Advanced customer services skills and ability to manage customer satisfaction
• Strong reporting and analysis skills
• Experience of process design and management
• Must be able to demonstrate strong team-oriented leadership in generating or
maintaining good morale, team growth, and cultivate a positive atmosphere
• Ability to work effectively in challenging situations
• ITIL qualified

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