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Service Delivery Manager | Walk-in Service Desk | N. London

Job Title: Service Delivery Manager | Walk-in Service Desk | N. London
Contract Type: Contract
Location: North London, London
Industry:
Salary: £450 - £500 per day
Start Date: ASAP
Duration: 6 months
REF: NW/725427_1492603099
Contact Name: Nicole Wright
Contact Email: nicole.wright@parallelconsulting.com
Job Published: about 1 month ago

Job Description

Service Delivery Manager | Walk-in, Service Desk | N. London - £450-500/day

A global, market leader is embarking on a new project, to build three internal "walk in" Genius Bars (including a VIP centre to support the Executive Team) giving users access to face to face advice and support for their devices. These "walk in" centres will provide support (1st-3rd line) on; laptops, tablets, mobile phones and other devices for almost 9000 users.

The key purpose of the Service Delivery Manager's role is to work with the teams through the soft launches to ensure the support model is fit for purpose. You'll also design the metrics, KPI's & SLA's which will measure the performance and drive the continuous improvement of the Service. This role has a huge focus on delivering outstanding customer service, therefore the ideal candidate will be driven by exceeding customer expectations and delivering a best in class customer experience.

The ideal candidate for this role will have strong experience of setting up a Service Delivery function from scratch, in an enterprise level, client facing environment. Previous experience of setting internal "walk in" Genius Bar would be hugely advantageous. You must also have managed teams of Service Desk Analysts and Engineers (1st-3rd Line).

Experience Required:

*A proven track record working as a Service Manager in an enterprise level, client facing environment.
*Strong exposure to best practice and process and continuous improvement (e.g. ITIL, ITSM, Prince 2, Agile, RPR, PMP etc.)
*Experience of setting up, monitoring and improving SLA's, KPI's or performance metrics.
*Managing a Support Team to deliver an excellent customer experience, ensuring that incidents are appropriately prioritised, actioned and closed off in line with client service level agreements
*A solid understanding of IT systems and infrastructure
*Previous experience of setting internal "walk in" Genius Bar would be hugely advantageous

Support Environment:

*Focussed on delivering outstanding customer service to all levels in the business (junior to C-Suite)
*Microsoft Desktop operating systems (Windows 7 / 8 / 8.1 / 10)
*Microsoft Server operating systems (Windows Server 2008 / 2008 R2 / 2012 / 2012 R2 / 2016)
*Internet Browser; Internet Explorer, Chrome, Safari
*MS Office - Word, Excel, PowerPoint
*Microsoft Server products including Windows Server, Active Directory, Exchange, Office 365 & SQL
*Mobile Devices - Tablet and Phones (iOS and Android)
*Domains, printer setups, hardware builds/installations and upgrades

Parallel Consulting is acting as an Employment Business in relation to this vacancy.