Service Delivery Manager

Posted on Aug 9, 2019 by CV-Library

Bristol, Bristol (County), United Kingdom
IT
Immediate Start
£42k - £55k Annual
Full-Time
To be responsible for the Service Desk and Field Service Engineers. To ensure effective Delivery of the Maintenance projects.

Responsible for all first line internal IT and all “in-life” customer support work undertaken and ensuring that it is carried out in a consistent, professional, efficient and safe way. Responsible for working alongside the Project Management function to ensure that resource is co-ordinated and shared appropriately.

Key Result Areas:

* Supervise the day-to-day workings of the Service Desk and the Field Service Engineers, ensuring that work is prioritised and scheduled in a timely manner in accordance with customer SLA’s.

* Working with Project Managers to co-ordinate your shared resources

* Development and maintenance of Work Package Descriptions, Instructions / Task Briefing Notes for all standard support, maintenance and installation tasks frequently undertaken by the team and where work is required from other departments within the business

* Working with the Testing and Development team to ensure that software products that are being transferred from a development environment into a support one are sufficiently tested and documented to enable engineers or staff to be able to install, train and support them in a Customer environment.

* Regular Service Review Meetings with key customers ensuring that feedback is captured and used to improve internal processes where appropriate.

* Representing Client Services at industry events applicable to the customers supported.

* Representing Client Services within the wider business Support & Installation Discipline, ensuring that the requirements are met and understood with respect to the development of wider business support & installation processes.

* Ensuring that schedules for routine Preventative Maintenance tasks are in place and ensuring that Engineers’ records are maintained and held centrally by the Service Desk.

* Provide input to the Client Services Strategy so to assist in the definition of the strategic objectives.

Customer Incident/Escalation Management:

* Proactively ensuring that Incidents are managed within SLA; where this isn’t possible liaising with customers and retaining ownership of the communications till the incidents are resolved.

* Ensuring that standard site reports, fault reports and visit documentation is completed routinely for any work undertaken by Engineers and that contract SLAs / KPIs for reporting can be met using the standard documentation completed.

* Ensuring that Health & Safety assessments are carried out for all work undertaken and that standard Health & Safety briefing information is available to engineers prior to any visit.

* Reporting Health & Safety concerns to management as soon as possible. Also ensuring that Health & safety standards are maintained on site and that any incidents are fully reported as required.

*

Line Management:

* Line managing a team of Field Service Engineers to ensure they work in a consistent, structured and professional manner when representing the Company working on Customer sites.

* Line managing the Service desk; managing a team rota to ensure that the Service Desk hours are covered as required: 7.00am – 7.00pm Monday – Friday.

* Coaching and developing your team to develop their understanding of a Customer, product or environment that they are or will be required to work with.

Operational Standards & Objectives:

The jobholder will be expected to:

* Carry out work and provide deliverables in line with agreed schedules and budgets.

* Carry out work in compliance with the BMS or as formally agreed with customers.

* Present work and management outputs in the Company format or as formally agreed with customers.

* Dress and act at all times in a professional manner to project a positive and successful corporate image.

* Comply with the provisions of Health and Safety legislation to assist in the maintenance of a safe workplace.

* Operate in line with the Company values and behaviours.

* Contribute to professional exchanges and assist in developing corporate expertise, to include engagement with the relevant Company skills group.

* Undertake relevant training as agreed with the relevant skills lead and line manager.

* Maintain contacts with professional bodies and institutions, where applicable.

You will already hold, or be prepared to undergo, SC Clearance.

MASS are an equal opportunities employer

Reference: 210583587

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