IT Service Delivery Manager

Blend of hands-on and team leadership responsibilities! Informa Business Information (IBI), is looking for an IT Service Delivery Manager to join our central London offices, providing guidance and leadership to 8 Service Desk Analysts, supporting over 1000 staff across 6 UK sites. As a leading B2B digital publishing company, technology is the lifeblood of what we do, with a large UK user base working from multi-site offices and remotely, our Service Desk Team, keep the business running smoothly, providing day to day support for all end user enquiries.

Reporting to the IT Operations & Security Director, you will have proven your ability to manage, monitor and deliver against strict SLAs and KPIs within a busy service desk environment. You will be a confident team player, with the personal presence, attitude and responsibility to lead and organise your team mates. You will need to have the ability to build a good rapport with all level of management and you customers while providing excellent customer service.

KEY RESPONSIBILITIES:

·  Provide team leadership to the IBI Helpdesk team

·  Manage the resources of the team to ensure sufficient cover of the helpdesk at all times

·  Monitor and supervise the ticketing queue, ensuring all incidents and requests are accepted and responded to in line with the SLA

·  Provide monthly status reports in line with the UK Support Structure

·  Receive, analyse and record all requests in line with established systems and procedures, ensuring that all customers are dealt with in a speedy, effective, efficient and courteous manner keeping them informed as to progress of any requests.

·  Act as a deputy to the IT Operations Director and the CTO

SKILLS REQUIRED:

·  Good experience of working in a Desktop Support environment for a large and complex organisation – preferably in an ITIL Framework

·  People management experience in a Helpdesk environment or similar technical environment.

·  Experience of supporting a large customer base in a busy Helpdesk environment.

·  Highly developed interpersonal skills with excellent communication and customer care skills

·  Technical understanding of Windows 7, Microsoft Office, Active Directory, service-now, SCCM, essential.

·  Ability to establish work priorities and work with both staff and colleagues in resolving conflicts of time and resource in a time critical environment

·  Should have a good knowledge and understanding of ITIL and ITIL related processes.

·  Ability to define KPI metrics and build trend reporting analysis.

·  Must be flexible and able to work out of hours where required.

In return you will be provided with ongoing support and training to develop your career within a global FTSE 250 business.

To apply, please send a CV and covering letter to quoting reference SDM