Interim Service Delivery Manager

IT Service Desk Manager Manchester based (hybrid)

Contract role 2 months (short term)

£550 - £600 per day

Essential Qualifications

Essential Skills and Experience

Demonstrable leadership skills evidenced by an ability to identify and adopt appropriate management and leadership strategies and styles to suit specific situations;
Excellent customer service and negotiation skills;
Effective communicator at all levels of an organisation using a variety of media;.
Significant knowledge and experience of using the ITIL framework and standards to the delivery of IT infrastructure services;
Experienced in establishing high performing teams and engaging staff in effective delivery of services;
Building a scalable, technically adept IT Support team that is underpinned by customer focussed culture;
Drive adherence to ensure Service levels are achieved and exceeded, proved through robust and trusted reporting and continuous monitoring of all aspects of the Service Desk;
Ensure all Service Levels, Critical Success Factors and KPIs are adhered to, monitored, and reported on;
Developing an incident/problem management framework;
Significant previous experience in ITIL Support / Service Desk Management;

Additional Desirable Qualifications

Relevant Degree in an IT related subject or equivalent level of knowledge gained through experience and further training/development;
MCSE or equivalent.

Additional Desirable Skills and Experience

In-depth experience of Service support solutions, processes, and technologies;
Demonstrable experience of automating and driving self service solutions;
Strong Support experience working in a support role, with the ability to demonstrate excellent problem-solving skills and the ability to own a problem and resolve it;
Develop knowledgebase process and educate global support team on best practices;
Experience of working on technology transformation programmes within the healthcare sector
Effective and persuasive communicator, including the ability to communicate complex ideas to a range of audiences and to generate trust and confidence in individuals at all levels within the organisation

See also