IT Service Delivery Manager at Ash Nelson Partners Limited

Job Summary

• Team Leadership: Manage and lead a team of support engineers, providing training, and performance management as needed. 
• Vendor Relations: Establish and maintain strong relationships with solution providers to ensure efficient issue resolution and product enhancements. 
• Service Delivery: Oversee the delivery of support services, ensuring adherence to service level agreements (SLAs) and meeting customer expectations. 
• Client Communication: Act as the primary point of contact for clients regarding support issues, escalations, and service improvements. 
• Process Improvement: Plan, design, schedule, continuously review and enhance support processes to drive efficiency, effectiveness, and customer satisfaction. 
• Quality Assurance: Implement and monitor quality assurance processes to ensure high-quality support service delivery. 
• Incident Management: Manage critical support incidents, including coordination with third-party vendors, root cause analysis, and resolution. 
• Reporting: Generate and analyse support performance reports, providing insights and recommendations for improvement. 
• Budget Management: Manage the support department's budget effectively, optimizing resource allocation. 
• Collaborative Engagement: Collaborate with cross-functional teams, including sales, product development, and project management, to align support services with company goals. 
• Capacity building: training the support workforce appropriately on the respective processes, tools, and technologies to provide support on incidents, service requests, problems, and change requests in the pre-defined SLA targets.  
• Customer satisfaction metrics: maintain a consistently high score on Implemented customer satisfaction metrics. 

Requirements: 

• Proven experience (5+ years) in service delivery management, with a focus on technical support, preferably in the technology services or financial sector. 
•  Exceptional communication and interpersonal skills, with the ability to interact with clients, vendors, and internal stakeholders at all levels.  
• Previous or current experience in a core technology role (e.g. solution architecture, infrastructure, development, integration etc) 
• Strong understanding of software solutions and the ability to communicate effectively with software vendors. 
• Excellent leadership and team management skills, with a track record of building and motivating high-performing support teams. 
• Proficiency in IT service management (ITSM) frameworks, such as ITIL, and experience in implementing ITSM best practices. 
• Strong problem-solving and critical-thinking abilities, with a proactive and results-oriented mindset. 
• Experience in resource allocation and co-ordination 
• IT certifications (e.g., ITIL,) are a plus. 
• Knowledge of financial industry regulations and compliance standards is a plus. 

Skills  

• Linux  
• Bash scripting  
• Infrastructure 
• Troubleshooting  
• Programming languages 

Experience

• Experience with working in a Linux environment 
• Experience of involvement in multiple concurrent projects 
• Experience in a customer-facing role in the tech industry 
• Strong communication skills, including the ability to explain technical concepts to a range of different audiences – from highly technical to non-technical business owners 
• Strong experience with shell scripting (Bash preferred) 
• Familiarity with web services (e.g. REST), and associated components (e.g. JSON) 
• Experience of working with distributed systems (e.g. Apache Zookeeper, Apache Kafka) 
• Experience with deploying software in cloud-based environments (e.g. AWS) 
• Experience writing production-quality code (Python or Java preferred) 
• Experience with database architecture and scripting (e.g. SQL or MongoDB) 
• Experience with source control (e.g. Gitlab) 
• Familiarity with DevOps and software testing concepts (e.g. continuous integration, test-driven-development)