Managing the Emergency Duty Service for Adult Social Care in East Sussex. Leading the team and driving service development while providing high - quality mental health care and social support.
About the role
- Service Delivery Manager at HKT overseeing IT helpdesk services ensuring adherence to SLAs and improving service delivery. Managing teams and coordinating projects for operational efficiency.
Responsibilities
- Oversee the delivery of IT helpdesk services, ensuring they meet the business's needs and adhere to service level agreements (SLAs).
- Manage and lead a team of service desk and deskside support engineers responsible for IT support services.
- Develop and implement service delivery strategies that align with organizational goals.
- Ensure that all infrastructure services are delivered in accordance with SLAs and best practices.
- Monitor service performance and prepare reports for management.
- Coordinate with other IT departments to ensure seamless service integration.
- Identify areas for improvement in service delivery processes and implement solutions.
- Maintain relationships with vendors and service providers.
- Oversee incident management and ensure timely resolution of issues.
- Conduct regular reviews of service delivery and implement improvements as necessary.
- Ensure compliance with relevant policies, standards, and regulations.
Requirements
- Bachelor’s degree in computer science, Information Technology, or a related field.
- Relevant certifications (e.g., ITIL, PMP, or similar) are a plus.
- 5+ years of experience in IT service delivery or end user support management.
- Strong understanding of IT support services (e.g. deskside device support, meeting room support, VIP support, etc)
- Excellent project management and organizational skills.
- Strong analytical and problem-solving abilities.
- Effective communication and interpersonal skills.
- Ability to work collaboratively in a team-oriented environment.
- Detail-oriented and proactive.
- Adaptable to changing business needs and priorities.
- Strong customer service orientation.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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