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The role

As an IT Service Delivery Manager, you will successfully provide business critical IT support to organisations within a formal ITIL and best practice framework, measured through service SLA’s, KPI’s, user experience benchmarking and satisfaction surveys to ensure that the highest quality standards are achieved.

You will also be responsible for leading a team of experienced Network Managers across a range of Managed Service Sites.

The role will involve travel to client’s sites in the south of the UK, as well as frequent travel to our office in Cheltenham, Gloucestershire. As such the ideal candidate will be based in a commutable distance of Cheltenham.

Your responsibilities as an IT Service Delivery Manager will be:

• Work to ITIL alignment, ensuring SLAs and all contractual obligations are met across a range of client contracts
• Deliver change and service improvements in Service Management and management tools
• Build and maintain trusted client relationships with key stakeholders
• Manage and schedule resources across all Managed Service customers to maintain service quality
• Create, develop and present client documentation (Service reports, contracts, risk registers, service improvement plans, service investment plans etc)
• Conduct face to face service review meetings with service sponsors and stakeholders
• Review Disaster Recovery and Business Continuity provision to ensure such services are fit for purpose
• Lead the recruitment and management of technical staff including personal development and training
• Provide an escalation point for incidents, change and problem management
• Review incidents and service requests ensure the highest quality standards are maintained

About you

• You will have a proven track record of pro-active IT service management & delivery
• A sound understanding of IT infrastructure (servers, switching & storage), Microsoft stack including Microsoft 365, Modern Workplace & Azure, hosted cloud solutions, desktop and server virtualisation technologies, security, data & BCDR solutions would be advantageous
• Previous experience of defining and delivering transparent services with clearly defined service metrics
• You will need to have defined, managed and delivered commercial contracts and experience of aligning business requirements and objectives against service deliverables
• You will understand complex enterprise technology, IT infrastructure and services alongside experience of delivering and/or supporting complex IT projects and initiatives
• You will be motivated, proactive and enjoy working on your own initiatives as well as providing leadership and facilitating collaboration across the division
• Demonstrate the ability to build and maintain successful long-lasting relationships with internal and external stakeholders
• You will be able to organise and manage your own workload and successfully prioritise tasks
• Demonstrate a solid understanding of IT support and maintenance services and how such services deliver business value
• Fantastic communication skills in order to work with and influence a range of senior stakeholders

About us

We are proud to be a successful, purpose-driven organisation that is on an exciting journey to achieve an annual turnover of £100m by 2025.

We are a Business Services Group made up eight divisions; Office Supplies, Managed IT, Managed Print Services, Smart Technologies, Technology, Interiors, Commercial Foundation and PPE, Facilities and Workwear.

We invest in our people so they are experts in their field, excel within their environment and continue on a journey of growth and development, personalised to them.

We are #commercialbynature.

Benefits

We commit to ensuring all of our employees feel truly valued and appreciated for the work that they do, every day. As a member of the Commercial tribe, you will receive the following:

• A basic salary of up to £50,000 per annum
• A bonus scheme of £5,000 per annum, paid quarterly upon achievement of your KPIs
• Company car, laptop and mobile phone
• Hybrid working structure with the flexibility to work from home for part of the week
• A generous holiday allowance of 25 days plus bank holidays, which increases with length of service
• Life Insurance that offers a payment equivalent to four times your annual salary
• Access to confidential support through our Employee Assistance programme and wellbeing support including a 24-hour GP service and physiotherapy
• Other benefits such as charity volunteering opportunities, pension, cycle to work scheme, flexible working structure and more

Diversity & Inclusion

Together, we are committed to attracting, including, inspiring and developing our teams no matter their background, belief or way of life.

We embrace everyone’s unique perspectives and create a genuine belonging for all.

Our employees are who we are and create the brand we are today; we make better decisions and create a consumer-focused environment.

We welcome all applicants regardless of your race, ethnicity, gender, religion, disability, age or sexual orientation.

Please visit our website for further information about us and to view our job applicant privacy notice.