Service Delivery Manager

I am working with an extremely well-known Irish company that is currently looking for a Service Delivery Manager. You will be responsible for analysing ticket response times and reporting to senior managers on the current process and how they can potentially automate processes. This role is a great stepping stone for someone who wants a move from technical work to a managerial position.

Key Responsibilities:

* Monitoring and management of Service Desk queue levels using dedicated queue management dashboard including investigating all aged incidents and requests.
* Monitoring and management of priority levels ensuring that correct and appropriate priorities are applied across all calls.
* Identifying patterns in incidents logged.
* Coordinating maintenance windows to support incident remediation request fulfilment and change requests.
* Point of escalation for Service Desk and business IT staff.
* Acting as Major Incident Manager in the event of major incidents affecting business operation.

Key Requirements:

* Ideally ITIL certified or willing to become ITIL Certified
* Experience within an IT ServiceDesk
* Excellent reporting skills both written and verbal
* Great attention to detail
* Technical experience with Microsoft offerings i.e. Windows, O365, Active Directory and ServiceNow Ticketing

The Package:

* Pension
* Flexi Time
* Hybrid work 2 days per week
* Competitive Salary

For More information please contact Peter Raine Reperio Human Capital 015713966

Reperio Human Capital acts as an Employment Agency and an Employment Business.

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