Service Desk Delivery Manager

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A service delivery manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization. They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, coaching teams on Agile tools and techniques.

On a day-to-day basis, a Service Delivery Manager will lead collaborative and planning processes, prioritising the work that needs to be done against the capacity and capability of the team.

Job Details

Company: EVAD Technology Group Limited

Location: Head office at Unit 3, Robinhood Road, Dublin 22, and customer sites in Dublin and surrounding counties

Start Date: asap

Contract Type: Full-time

Career Level: Preferably 10+ years of experience

Salary: To be confirmed based on experience

Working Hours: 8:45 am - 5:30 pm, Monday to Friday (you may also be required to cover shifts 8am-4.45pm or 9.15am-6pm)

Duties & Responsibilities

Reporting to the Chief Technical Officer (CTO) and Managing Director (MD), you will oversee your business unit, manage your team, and mentor your engineers.

• Training and Upskilling: Enhance the skills of the engineering department and provide expertise when needed.
• Team Development: Mentor and develop the growing engineering team.
• Resource Controllers: Guide and mentor Resource Controllers, implement daily structures, and assist with escalations.
• Business Growth: Ensure the delivery and growth of the business unit's margin.
• Revenue Maximization: Maximize revenue and profitability per employee through effective KPI management.
• Commercial Awareness: Increase the team's understanding of SLA obligations and commercial awareness.
• Pricing and SLA Review: Continuously review pricing and SLAs, and drive recommendations.
• Escalation Support: Handle escalation calls from Level 2 Engineers and mentor Level 1 and 2 engineers on resolving issues.
• Documentation Implementation: Oversee the implementation of documentation with Resource Controllers and the commercialization of new ideas.
• Feedback to Directors: Provide regular feedback to Directors through file audits, one-on-one observations, and team meetings.
• Team Climate: Foster a positive climate and culture for the team to thrive.
• Leadership: Lead by example, promoting a culture of learning and high customer service standards.
• Service Levels and KPIs: Ensure the delivery of contracted Service Levels and KPIs.
• Client Response Framework: Provide a framework for swift and effective client responses.
• Relationship Building: Develop strong internal and external relationships.
• Business Ownership: Manage the business unit as if it were your own standalone business.
• Client Relationships: Build and maintain proactive, positive, and effective client relationships.
• Escalation Management: Own major incident escalations, coordinate resolutions with internal and external parties, communicate effectively with stakeholders, and conduct post-incident reviews and recommendations.

Pre-Sales Responsibilities

• Sales Support: Assist Sales Consultants with business development for existing and new accounts, acting as a technical lead.
• Client Engagement: Engage with potential clients to understand their needs and present tailored IT solutions.
• Solution Design: Collaborate with technical teams to design and propose solutions that meet client requirements.
• Proposal Development: Prepare detailed proposals, including cost estimates, timelines, and technical specifications.
• Presentations and Demos: Conduct product demonstrations and presentations to showcase the value of proposed solutions.
• RFP/RFI Responses: Respond to Requests for Proposals (RFPs) and Requests for Information (RFIs) from potential clients.
• Technical Support: Provide technical support during the sales process to address client queries and concerns.

Essential Qualifications, Training, And Experience

• People Management: Over 10 years of proven experience in managing people, including coaching, mentoring, and developing teams.
• MSP Industry: Must currently be working in the Managed Service Provider (MSP) industry.
• Client/Account Management: Essential experience in client or account management, preferably within the IT industry.
• Operational Management: Over 10 years of experience in managing operational roles.
• Performance Management: Proven experience in managing performance.
• Project Coordination: Experience in coordinating, implementing, and monitoring projects and processes.
• Improvement Activities: Experience in identifying, assessing, and developing activities to drive improvements.
• Flexibility and Adaptability: Demonstrates the ability to be flexible, adaptable, and tolerant in a dynamic work environment while maintaining effectiveness and efficiency.

Our Ideal Candidate

• Decision Making and Communication: Exhibits strong decision-making abilities and excellent communication skills.
• Adaptability: Easily transitions between structured, process-oriented thinking and unstructured problem-solving.
• Relationship Building: Builds strong relationships and has the ability to influence others.
• Leadership and Coaching: Demonstrates strong leadership and coaching skills, empowering team members.
• Target Focused: Focused on managing and achieving SLA targets.
• Planning and Organizing: Possesses excellent planning and organizational skills.
• Motivation: Highly motivated and driven.
• Confidentiality: Capable of managing sensitive and confidential information effectively.

Skills

• Sales Support
• Client Engagement
• Solution Design
• Technical Support
• MSP Industry
• RFP/RFI Responses

Seniority level

Director

Employment type

Contract

Job function

Project Management and Information Technology

Industries

IT Services and IT Consulting

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