Job Ref: 215916424

Date: 2022-02-28 16:13:54

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About Celestra 🚀

Celestra is a successful and dynamic Company delivering IT services nationally to the best brand names in the hospitality and retail industries. We build on the essential ingredients required to hold strong, long-term partnerships. We become an extension of our clients’ teams as we work together to help them achieve digital visions. With teams spread across the UK, we deliver an exceptional customer experience and speed of delivery which is second to none.

Scope & Purpose ⚡

Celestra are looking for a talented, driven, and experienced Service Delivery Manager to support the company through ongoing growth. The Service Delivery Manager is responsible for several key functions which enable the delivery of a high quality of service to end customers to ensure Service Support and Service Delivery processes are in place to meet business needs. The Service Delivery Manager will be reporting to the Head of Operations and will be responsible for leading and developing a team on our Support Centre. You will lead the delivery of support services for all Celestra clients to resolution using ITIL principles while ensuring a customer focussed delivery.

Duties will include but not limited to:

* Develop a market leading service delivery strategy and operating plan using a strategic approach that integrate with the core offerings portfolio.

* Achieve agreed objectives for the Service delivery function including financial performance review (revenue growth and operating profit) utilisation and business development

* Lead both service desk and engineering teams to develop and build world class support services for all clients to ensure expecations and contractual agreements are met.

* Work with the Engineering SDM to create and maintain an Annual service plan including investment budgets and service costs for all support servcies .

* Ensure the appropriate governance of suppliers delivering support services is created and maintained.

* Develop the appropriate governance structures for each process to include account reviews, performance reporting and contract alignment.

* In co-ordination with projects , evaluate new services, technologies and hardware that are to be deployed and transistioned into support ensuring the appropiate plans process and resources are in place.

* Close working relationship with colleagues within Celestra to deliver ‘world class’ support services.

* Provide leadership and motivation (including appraisals and staff development) and encourage and the service desk team to develop their skills and experience.

* Ensure transition and design of services from projects is delivered to timescales agreed and ensure successful transition into live support

* Create and manage successful commercial relationships with our clients to ensure a shared vision to deliver best in class service, enabling business growth and value for money.

* Manage the delivery of services to required standards and contractual agreements to ensure they are met

* Ensure IT security policy and procedures for delivery of the service are both relevant and current

* Ensure high quality and appropriate frequency of communications to key stakeholders across the organisation,

* Ensure high quality and appropriate frequency of communications to key stakeholders across the client base,

* Provide monthly reporting on the performance of all service desk services. Ensuring contractual requirements are met

The successful candidate will have/be:

* Demonstrable experience of providing service delivery management in a large complex environment operating a large number of outlets.

* ITIL qualified, preferably to management level

* The ability to work well within, and lead a team and develop good relationships with customers

* Ability to create, lead and motivate a team of high performing individuals

* A high degree of self-motivation

* Ability to work to tight timescales

* Good commercial awareness

* Excellent communication and facilitation skills

Benefits

Celestra offers 25 days holiday (excluding Public & Bank Holidays), employee benefits including discounted gym membership, discounts on major retail outlets including groceries, Employee Assistance programme, contributory Pension, Private Medical Scheme, free fruit and hot beverages, flu vaccinations and Company bonus scheme

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