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Service Desk Delivery Manager

1 week ago

Dublin, Ireland Evad It Solutions Full time

Join to apply for the Service Desk Delivery Manager role at EVAD Technology Group 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 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
Seniority level Director
Employment type Contract
Job function Project Management and Information Technology
Industries IT Services and IT Consulting
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