Service Delivery Manager

Wakefield (on-site 3 days per week) Team 17 Digital Limited is seeking to hire a Service Delivery Manager to work within our IT Services function. We are looking for a candidate who is ready for the challenge of working as part of a team in an organisation with a global brand and approximately 400 employees.

Requirements

• Manage front line incident and service requests across the IT function
• Develop and implement the strategy, standards, and procedures framework for the Service Desk
• Act as technical escalation mentor for the team
• Propose and develop technology solutions and be a champion for Continuous Improvement
• Own the Knowledge Base tool and develop IT Services policies and procedures for its effective use
• Take ownership of relevant supplier and technical support relationships
• Provide communications between the IT Department and customers during incidents, planned outages and upgrades
• Obtain Customer Feedback to evaluate the level of customer satisfaction delivered by the Service Desk
• Monitor the performance of the Service Desk through the development of KPI's
• Manage team performance, training, career development & resource across the Services Desk function
• Work with the projects team to develop working practices and support documentation for non-technical users and the Service Desk analysts

Benefits

• Generous Paid Time Off
• 401k Matching
• Retirement Plan
• Visa Sponsorship
• Four Day Work Week
• Generous Parental Leave
• Tuition Reimbursement
• Relocation Assistance