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Service Delivery Manager - IT Services Provider - Swindon

Location Swindon, United Kingdom
Posted 08-January-2022

This is a fantastic opportunity to join an established IT services provider based in Swindon as their Service Delivery Manager on a permanent basis.

Client Details

My client is an established and respected IT Managed Service Provider based in Swindon.


The successful Service Delivery Manager will be responsible for:

Line management of a team of 7 1st & 2nd Line EngineersMaintaining good working relationship with 3rd line teamDefining service level agreements and ensuring they are adhered to in order to maximise customer satisfactionRoot cause analysis - identifying recurring issues and implementing fixesManaging the relationship with 3rd party support and service partnersAnalysing team performance vs SLAs and identifying areas for improvementCreating and analysing service management reportsBuilding strong relationships with customersRecruitment of new staff as required


The successful Service Delivery Manager will possess:

Previous experience in a senior IT role with responsibility for technical staffTrack record of defining SLAs and KPIs relevant to IT serviceFantastic customer service and relationship building skillsGood level of technical knowledge and ability to act as an internal escalation pointAbility to evidence skills in root cause analysisPrevious experience working in a MSP would be highly beneficial

Job Offer

35,000 - 40,000 dependent on experience, plus benefits including:

25 days holiday + bank holidays + day off for BirthdayBonusPrivate medical cash plan (following completion of probation)

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