Technical Service Desk Delivery Manager

A Technical Service Desk 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 units margin. Revenue Maximization: Maximize revenue and profitability per employee through effective KPI management. Commercial Awareness: Increase the teams 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