IT Service Delivery Manager

As BES Utilities continues its exciting growth in 2024, we have a new and exciting position available for an IT Service Delivery Manager to join our growing IT shared services team, based predominantly within our offices in Fleetwood with some travel to our Manchester offices required.

Reporting to the IT Director, the position is a key role within the group department as you will oversee the day to day 'Core’ and 'Desktop’ IT activities overseeing of a small team of 1st and 2nd line technicians.

A full / clean UK diving license is required.

Role and Responsibilities (but not limited to):

• Provide Personal Development Plans, Objectives and Appraisals to direct reports.
• Work with an outsourced IT Service Desk (our Partner) to coordinate tickets, calls, incidents, and problems and MI.
• Act as Incident Manager and Team Leader as needed to maintain SLAs and good IT services.
• Deliver (Lead on) the Desktop Equipment Refresh Programme (e.g. monitors, Laptops, mobile phones, printers, AV equipment) - align to Desktop Strategy and logistics with our IT Partner.
• Working with the IT senior team and independently observe the IT provisions, elicit feedback through surveys and conversations; make recommendation to support continual improvement.
• Help with day-to-day Contract and Supplier Management activities
• Manage the Service levels around some key systems such as EPOS / CRM / + UI experience / Utility Systems
• Contribute to service reporting, such as daily, weekly, and monthly Service level reports. Use actionable insights to work with IT SMT to drive forward improvements in service.
• Work with IT department to drive forward how the business moves to better collaborate, create, and consume MICROSFT products, including the future of TEAMS, Power Platform and all the other Microsoft Office and 365 tools.
• Take the lead on improving IT facilities in the UK offices, e.g. Printers, AV equipment, TMS systems, EPOS, Phones etc.

Key Experience Required:

• Experience in a similar IT management role, ideally within an IT Service Desk environment.
• The ability to work in a fast-paced dynamic environment where priorities can change rapidly.
• Excellent Team Leadership and proven people management skills
• Hands-on IT Service Management: Demonstrable experience in managing a service desk or support team, with a strong foundation in ITIL practices.
• A proven track record in effectively applying, incident, problem and change management process to improve service delivery and customer satisfaction.
• Incident and Problem Resolution: experience in the rapid resolution of IT incidents and the management of complex problems, including effective escalation and coordination with IT and business stakeholders.
• Vendor and Supplier Management: Practical experience in managing relationships with technology vendors and third-party service providers, ensuring SLAs are met and contributing to the service desk's operational efficiency.
• Being an innovative and positive team player with excellent communication and service skills, confident in communicating technical issues to non-technical staff and managing the demands of non-IT staff and senior stakeholders
• Experience working with complex enterprise technologies, Microsoft Based Desktop Services, and data networks.
• Strong knowledge of supporting end users in contact centre, sales, or utilities operations environments.

Qualifications / Skills Required:

• ITIL: Demonstrates understanding of IT Service Management practices based on the ITIL framework.
• Good working understanding of IT and technologies including cloud services, data networks, building and distributing desktop equipment, repairing, and resolving technical issues.

Benefits:

• Working hours - Monday to Friday
• Buy / Sell Annual Leave Scheme
• Employee Assistance Programme (EAP)
• Access to Employee Health Scheme
• Career development
• Long Service Awards
• Employee Recognition Incentives
• Company events
• Career progression / promoting within
• Free tea & coffee
• Local discounts / benefits

Be part of our future!

If you would love to join us as our new IT Service Delivery Manager, we encourage you to find out more.

Apply today!