IT Service Delivery Manager / IT Customer Service Manager
Position: Senior Service Manager (internal name)
Location: Ringwood, Hampshire + Hybrid home working (non-contractual)
Salary: £40,000 + Overtime +Benefits + Company Profit Share
Hours: 37.5 hours per week
The Role
Working in a team of three Senior Service Managers, reporting to the Service Delivery Manager, you will form part of a well-established service management team. You will be helping to lead the delivery of high-quality IT support services and drive continuous improvement across our client's operational environment. You will be responsible, as a team, for the delivery of their support services.
You will take responsibility for the end-to-end customer experience, ensuring service excellence through effective alignment of people, processes and technology. You will identify improvement opportunities, drive change, and ensure ISO management systems are actively promoted and embedded across the support team.
As a Senior Support Manager, you will manage a team of Service Managers and 2nd Line Technicians to their full potential.
Duties Include
* Identify and mitigate risks which could impact our client's services, performance or compliance.
* Produce and interpret departmental KPI reports to assess operational performance, monitor efficiency, identify risks, and recommend improvements to support department objectives.
* Act as a key representative for the support department during service transitions, change initiatives, and project delivery.
* Champion their commitment to ISO management systems within the support team, embedding best practice and continuous improvement.
Skills and Experience
* Experience in Service Delivery or IT Service Management (3 years preferred), with proven people management experience, a strong track record managing incidents, problems, and major incidents.
* Solid understanding of IT support environments, ideally with previous hands‐on troubleshooting or IT operations experience.
* Experience and knowledge of using ITIL best practice.
* Excellent communication and stakeholder management skills, manage escalations professionally, and present confidently.
* Strong analytical and reporting ability.
* Ability to learn new technologies quickly.
* Organised and adaptable, capable of managing multiple priorities and performing effectively under pressure.
* Proactive and improvement focused, committed to continuous learning, professional development, and raising service standards.
The role is subject to a standard clear DBS being received.
The Package
* Company Profit Share (first £3,600 is tax free).
* 22 days annual leave plus bank holidays, increasing with length of service.
* Birthday as additional paid leave.
* Additional paid leave (dependent on company performance).
* Company sick pay policy.
* Pension Scheme.
* Private Medical Insurance including dental.
* Free Parking.
* Hybrid Working.
* Progression opportunities.
* Fresh fruit, the occasional pizza and a posh coffee machine!
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