Information Technology is essential to the organisation and the current provision includes applications (on-premise and SaaS), WAN & LAN, mobile and landline telephony, security solutions, and infrastructure including on-premise and private-cloud servers for email, file/print, applications and databases.
IT support is fully outsourced except for the role of the Head of IT which is retained in-house. It is a busy environment and due to increases in activity, an additional role requirement has been identified to support and assist the Head of IT and the organisation more broadly with operational IT matters.
The new IT Service Delivery Manager position is a varied and very much hands-on role. There are significant technical requirements but also a level of administrative support. The role reports into the Head of IT.
Main Duties, Responsibilities, Accountabilities
- To work with the Head of IT to help coordinate resources and escalate issues to the relevant parties.
- To act as an escalation point for user and supplier queries. To maintain an active escalations log and follow-up queries to completion.
- Working with the Head of IT to help ensure service levels delivered by third parties is maintained to a high level.
- To work with the Head of IT to identify opportunities for improvement in services and support.
- To work with the Head of IT to manage high priority items such as a security incident.
- To support the company ISO27001 activities to ensure the organisation is complying with the requirements of the standard. Prior ISO27001 knowledge is beneficial, but not essential. Typical example would be to work with the Head of IT to review user access to various systems on a regular basis.
- Working with the Head of IT to assist with licensing management of SaaS and other software applications.
- Working with the Head of IT to assist with processing invoices: this process is mainly cross-checking invoices with the PO’s and budget.
- Working with the Head of It to coordinate projects, project resources and assist with maintenance of project plans. We do not require PRINCE2 qualifications, but an understanding of project management lifecycles would be useful.
- To attend and provide input into regular service reviews with suppliers.
- To support the Head of IT in product and market research for identifying and reviewing new and innovative technology solutions.
Desired Knowledge, Skills, Experience & Qualification
i. Thorough understanding of Windows desktop (version 10 and above) and server (version 2012 and above).
ii. Good operational knowledge of Exchange 2013 and Exchange Online (Office 365)
iii. Good operational knowledge of email security, ideally experience of using Mimecast.
iv. Good operational knowledge of mobile phone technology including Apple(iOS) and Samsung(Android) device configuration and support.
v. Good operational knowledge of mobile device management (MDM) ideally experience of using MobileIron.
vi. Good operational knowledge of Office 365 including Teams.
vii. Working knowledge of WebEx Meetings and WebEx Teams would be an advantage.
i. Possess first-class customer service skills with a can-do attitude.
ii. Significant operational experience of engagement with third-party providers to resolve issues.
iii. Methodical and detail-focused approach to recording information including updates to support tickets, maintenance of escalation logs, entries into asset registers etc.
iv. Willingness to go the extra step to achieve customer satisfaction (both internal and external to the business).
v. An understanding of the principles in ITIL would be beneficial.
i. Must be a good team player, much of the role will involve developing excellent working relationships with peers internally and externally.
ii. Due to the nature of the role a degree of flexibility is required particularly if issues may require out of hours attention. The role is not “on call” though and not shift-based.
iii. A willingness to travel to the various office locations (during the Covid-19 pandemic, the organisation is following the best practice advice set out by the government. This advice may vary from country-country within the UK and we would not ask any staff member to put themselves or others at risk).