The EMEA IT Service Delivery team are responsible for the delivery of IT support services to our internal customers across our European estate and is a key team within the wider Global IT Team. This Team has wide-ranging tasks that provide IT support services to over 4000 end users across the globe.  These services include Office 365 and Windows Server administration, supporting our Dell laptop and desktop estate on the Windows 10 platform and delivering excellent support services to enable the business to succeed.

Working with the IT Support Manager for EMEA, the role will suit someone with a proven record of customer satisfaction, to assist with the design, specification, implementation, support and reporting of all aspects on the IT Service Delivery. This is a senior hands-on role managing the effective day-to-day operations delivery of IT support to the business.

This is a highly visible role in a key strategic office location and as the IT Service Delivery Manager for Western Europe you will lead a team to provide relentlessly high quality support for SDL to deliver timely and quality support and service delivery reporting weekly to both internal stakeholders and IT Management.

This role also entails ensuring the delivering of the highest level of operational service to end-users by coordinating the activities of the service delivery team across all areas of services and performs numerous duties, such as service management, change control, and improvement in service, all to ensure continuous customer satisfaction, cost minimization, and profit maximization.

Delivery of Support Services:

• Take ownership of major incidents ensuring coordination of resolving parties, display effective communication to stakeholders and incident review process.
• Monitor, control and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
• Be accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes improvement.
•  Process definition, improvement and ownership (Service Desk, Incident & Problem Management) whilst being the point of escalation for all Service Incidents and Problems for Greater China.
• Identify and deliver continual service improvement and development projects within a global landscape.
• Represent Global IT through external and internal audits where appropriate.
• Define and track service measures and KPIs to underpin and manage the performance of IT services and service delivery.
• Manage the delivery of service management reporting to IT and Business stakeholders using 3rd party support partners where appropriate.
• Act as a primary point of escalation within Global IT for issues relating to service delivery and management processes.
• Attend and participate in scheduled service management meetings are required to underpin the delivery of effective service management processes.
• When required, work a rota basis to provide Out of Hours escalation support for Incident Management.
• As part of continued development the role will require ad-hoc project work to be carried out.
• Adhere to Global IT purchasing procedures.

Location/Mobility

• In order to support SDL’s user base, the post holder will be required to travel between SDL’s European and Global offices.

Data Protection

• The post holder should be aware of the legislation behind data protection within their jurisdiction and follow relevant regulations and codes of practice to ensure appropriate action is taken to safeguard confidential information.

General

• This job description is not exhaustive and can be altered in consultation with the post holder.
• The post holder must be capable of moving and installing equipment over 15kg on a daily basis

Competencies

Essential

• Foundation Certificate in ITIL

Essential

• Demonstrated ability to manage projects and prioritize business needs against IT resource availability.
• Excellent written and oral English communication skills and strong leadership qualities.
• Excellent knowledge of technical management, information analysis, computer hardware/software systems
• Practical experience with ITSM/ITIL processes by developing, implementing and improving a process based service management framework.
• ITIL Foundation certification
• Experience in working in a European or global environment.
• Experience in people management and understanding business requirements.
• Practical, flexible and innovative approach to work.
• Ability to advise, lead and motivate (remote) teams and individuals.
• Good Interpersonal, relationship-building and networking skills.
• Excellent customer focused approach and commitment to service delivery
• In-depth knowledge of Windows environments - specifically:
  1. Active directory
  2. Exchange 2010 and above
  3. Windows Microsoft Office
  4. Office365
  5. Desktop Operating System building, maintenance and deployment
• Working knowledge of networking technologies
• Understanding of internet technologies (WWW \ FTP \ EMAIL \ TCP\IP \ VPN)

Essential

• 3years’ leadership experience within a European or global IT support environment.

Essential

• Highly self-motivated with a demonstrable commitment to team development.
• Confidence, enthusiasm and commitment to finding innovative ways of working.
• Professional –punctual, reliable, trustworthy, inspires confidence.