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IT Service Delivery Manager – Poole – 50,000 pa

IT Service Delivery Manager – Poole – 50,000 pa

Bond Williams
Professional Recruitment

A Service Delivery Manager with experience in managing IT Support Team Leaders and IT Support Engineers is required by a successful technology business in Dorset.

This position is critical in ensuring that the business grows through target-based metrics that will deliver the required level of measurement, quality and control.


  • Develop processes and procedures to support the development and progression of the Service Delivery function
  • Understand the specific customer journey and touch points
  • Develop processes and reportable KPIs
  • Understand the business, clients/customers, operating models and ambitions
  • Design and implement best practices for the customer journey
  • Manage a team across various functions and geographic locations
  • Provide insight to management on KPIs and trends
  • Contribute to continuous improvement.
  • Manage and oversee the Major Incident process
  • Coach, mentor and develop Team Leaders
  • Supervise, support, train, and mentor customer support/engineer staff


  • Extensive experience of working in a Service Delivery Management function
  • Demonstrable experience in designing, transforming, and implementing Service Delivery models
  • Strong understanding of mapping customer journeys
  • Experience of direct line management of technical teams, including performance management, appraisals, mentoring, training, hiring etc
  • Ability to actively develop team members
  • Experience managing teams in multiple UK and offshore locations
  • An exceptional customer service mindset
  • Able to drive operational change and improvement
  • Understanding of delivering a service using a metrics-based platform
  • A technical working knowledge of relevant technologies including VOIP, Unified Comms, Cloud Services, Virtualisation, Hosting, Networking, Storage etc would be advantageous
  • An understanding and experience of Project Management is highly desirable

Salary and Benefits:
The salary is between £40,000 – £50,000 p.a. plus benefits.

How to apply:

Please forward your cv to [email protected]

Bond Williams Professional Recruitment are an equal opportunity employer and operate as an Employment Business and Recruitment Agency

Maximum file size: 78 MB.

Job Overview
IT & Software Solutions
Offered Salary
£45000 - £50000 per annum
Job Location
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