IT Service Delivery Manager

6 giorni fa

Porcari, Italia Experis A tempo pieno

***Descrizione**

**Position Summary**

The IT Service Delivery Manager will oversee the IT Service Desk’s operation across Europe to deliver services that achieve expected business outcomes in line with organisational objectives.

**The Opportunity**

Reporting to the Global IT Operations Manager, this role will be key in developing a culture of continuous improvement in service delivery KPIs and customer satisfaction.

In this role you will manage the Service Desk ticket system (ServiceNow) to ensure effective ticket management to meet service level agreements. You will prioritise tickets according to severity and business impact. An important aspect of this role will be analysing ticket trends, communicating IT policies and managing the wider service delivery team including staff welfare, development and training.

This role would suit someone with previous experience of people and financial management who is looking for an opportunity to manage service delivery whilst developing and maintaining supporting processes and procedures.

**Experience Requirements**
- People-management and team building
- Strategic and tactical planning capability
- Degree level or equivalent in relevant qualification
- Strong experience of IT service desk management
- Experience developing and implementing IT service management policies and procedures
- ITIL qualified (foundation as a minimum, preferably practitioner)
- Any experience of knowledge of ServiceNow would be beneficial
- Successful track-record of delivering IT service improvement initiatives
- Have a proactive approach to developing and supporting strategic initiatives
- Analytical thinker - resolve problems with a strong focus on attention to detail
- Stakeholder management - effectively engage and motivate others. Customer and business focused at all times
- Adaptable - cope with the unexpected, manage problems
- Strong decision-making ability - make decisions quickly in a crisis situation
- Communication - excellent listening plus written and spoken skills. Empathise and understand different cultures
- Organisation - self-motivated with good time management skills to manage own workload
***Azienda**
- Our Client is a multinational company, a leader in actuator manufacturing and fluid control, operating in markets where control of gas or liquid flow is required. We are currently assisting them in the search for a IT Service Delivery Manager for their office in Lucca.

Mettiamo a disposizione manager e consulenti altamente qualificati, con esperienza nell'IT. Experis è parte del Gruppo Manpower e riconosciuta tra le "World's most ethical companies."

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