IT Service Desk Delivery Manager

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IT SERVICE DESK DELIVERY MANAGER- ITIL, SERVICE DESK, PERFORMANCE MANAGEMENT - 6 MONTHS - EDINBURGH - Outside IR35 - £400-£600 per day

The Company:

Spring Technology's public sector client is currently undergoing a large project to map out and design new systems that can help to facilitate and improve changes to the service desk. We are looking for someone who can enhance the customer experience. The successful candidate will have a track record of improving existing Service Desk functions.

Spring Technology are looking for a top tier service desk manager to take on a new Service Desk Management role with our client with a drive for improvement and a new challenge.

The Role:

The Service Delivery Manager is responsible for motivating and driving teams that are required to meet the business digital ambitions while making continual progress.

Responsibilities include:

*Manage and inspire a service desk team to be motivated, customer focussed and driven by ticket completion with a world class focus

*Develop and maintain strong customer and stakeholder relationships

*Chair customer service reviews. Progressing open issues and providing updates on key deliverables within SLA

*Build weekly/monthly MI and bespoke KPI reporting to clients and senior executives

*Using Service Desk MI, provide regular reporting and drive continuous improvement (SLA/KPI)

*Refine, improve and embed ITIL processes within the Service Desk function

*Improved external technical support and improve customer satisfaction score

*Create a Service Desk which is highly informed of new functionality where Service Desk are expert users of our systems to support callers

*Provide a lead role in the merging of a number of service desk functions within the business to a single highly performant service desk function.

*Work with our development team to lead the deployment self-service portal for top 10 service calls

*Create and sustain a service desk help-centre area and establish mobile service desk support within the organisation

*Achieve the Call Centre Association accreditation for Service Desk

*Identify and implement opportunities for improvement across the directorate

*Proactively identify incidents at risk of breaching SLA or a high business impact to our customers

*Embrace and facilitate agile ceremonies within the Service Desk team (retrospectives, show & tells, daily stand ups etc.)

Essential Experience:

*ITIL v3 as a minimum

*Exposure to and deep understanding of cycle time and cumulative flow diagram metrics

*Demonstrable experience in designing and building Service Desk functions based on business need

*Demonstrable experience in managing a dynamic and mobile Service Desk function

*Demonstrable experience in using Service Desk MI to drive continuous improvement

*Demonstrable experience in building MI and KPI reporting for key stakeholders and executive management

*Demonstrable ability to coach and mentor staff in world class customer service

Demonstrable experience in supplier relationship and contract management

Desirable Experience:

*Previous experience in achieving CCA accreditation Experience

*Previous experience using "Service Now"

*Experience and knowledge of using agile techniques and methodologies for driving delivery.

Benefits

*Day Rate between £400-£600

*Extension potential

*Close to public transport links

Any IT Service Delivery Desk Delivery Manager interested in the role are encouraged to make an application with an up to date CV and details on desired daily rate. All successful IT Service Delivery Desk Delivery Manager shall be subject to Disclosure Scotland checks.

The deadline for applications is Monday 15th May 2017 at 10am. Any applications received after this time cannot be considered.

Spring Technology is acting as an Employment Business in relation to this vacancy.

Spring Technology is an Equal Opportunities employer; we welcome applicants from all backgrounds.