IT Service Delivery Manager

Charles TaylorIT & Cybersecurity 6-8 Years

Job Description

As a Group IT Service Delivery Lead you will be responsible for handling and managing customer escalations representing GTO office in Americas, whilst managing day to day BAU issues and requests. You will lead the operation, with particular focus on reporting and management information, as well as handling escalations and critical communications with the customer during service impacting issues. You will also curate and catalyse service improvement activities, both visible and invisible to the customer. Ultimately you will ensure the attainment of performance targets, high customer satisfaction and growth. Alongside the above responsibilities to ensure tickets meet agreed Service Levels and provide any guidance, technical advice, and mentoring where appropriate. Working alongside the Regional Group IT Service Delivery Managers as a point of contact and escalate internally where necessary. To work closely with the Service Desk (remote) & local & regional Service Delivery teams consistently provide an expert, efficient, and highly customer-focused IT support service to the Charles Taylor Group user community within agreed service levels, managing reported incidents and requests throughout the incident lifecycle.

Posted On

October 12, 2021