Service Delivery Manager

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The Company

My client is a well known Microsoft Gold partner who specialise in providing IT support and consultancy solutions for organisation across Scotland. Praised in the market as being one of the best solutions providers in Scotland they have managed continually grown their client base and as a result have been able to continually grow their teams. Due to recent expansion they are currently looking for a Service Delivery Manager to assist in several ambitious projects that they have at the moment.

This is a fantastic opportunity for you to join the company in a pivotal position to be able to steer the company to continue its fantastic service offering.

What is your job?

As a service delivery manager you will be responsible for the day to day running of the helpdesk and service delivery teams to ensure resolution of issues and SLA's for customers. This is a hands on managerial position so you will act as the final point of escalation for this team whilst managing the individual members to breed a successful and customer focused environment whilst maintaining a strong technical ecosystem in the company.

Duties may include:

* Manage client expectations.

* Manage helpdesk tickets and ensure that all are correctly logged and kept up to date.

* Manage and schedule requests for new PCs, routers, services etc. and ensure that technical team are delivering these as required.

* Arrange site visits and calls for service technicians.

* Arrange new hardware installations, broadband orders and service requests.

* Assist in the management of inventory and purchasing.

* Assist with billing procedures and reporting.

* Worth with management team to develop effectiveness and efficiency and longer term strategic goals for the company.

* Assist with achieving security standards such as ISO certifications and other industry certifications.

* An element of 1st/2nd and, where experience allows 3rd line, support in some cases where workload demands.

* Following up and fully resolving recurring issues that have been escalated.

The ideal person

The ideal individual for this opportunity would be a professional who is currently working as a Service Delivery Manager or Helpdesk Manager. Alternatively a 3rd line engineer who has experience in managing team would also be well suited for this role.

You should have the following for this role:

* Experience of Windows XP, Vista, 7, 8, 10, Office 2003 - 2016 problem solving.

* Experience of PC hardware troubleshooting and problem solving.

* Good knowledge of virtualisation technologies - VMware/Hyper-V.

* Microsoft Windows Server technologies and Active Directory.

* Microsoft Office 365 experience.

* Experience with Exchange Server and mobile email technologies.

* Experience of cloud services. Azure experience an advantage.

* Experience with VoIP and telephony an advantage.

* Experience of RMM and PSA technologies an advantage.

* Reasonable knowledge of data cabling and fibre connections an advantage.

* Understand of SLA's and KPI's and how to implement and develop these.

* Some experience in managing a team.

Please note that for this role you will require a full driving licence.

Can't wait to apply?

Perfect that's what we like to hear! After applying to this role you will be contacted within five working days of application if you have been successful. If you would like to know more about the role before applying then give Duncan Cowan a call on 0131 558 4815 or email me on

I look forward to hearing from you!!