IT Service Delivery Manager

Title: IT Service Delivery Manager
Position Type: Full-Time
Location: London W1U 8ED. Hybrid work model (3 days/week on-site initially).
JOB DESCRIPTION:
We are seeking a dynamic and experienced Service Delivery Manager to lead the service delivery and support desk for a confidential luxury skincare brand undergoing a significant digital transformation.
This is an exciting opportunity to be at the forefront of a major revamp in IT support and service delivery for a prestigious and innovative brand in the luxury skincare industry.
The candidate for this role should be technically proficient, with a strong background in IT support and service management, combined with project management skills and the ability to lead and inspire a team.
KEY RESPONSIBILITIES:
Lead the service delivery and support desk operations, ensuring high-quality IT support.
Manage a revamp of the IT support and service delivery systems, including changing ticketing systems.
Oversee the entire IT support team, ensuring effective management of first and second line support.
Hands-on involvement in daily service desk activities and ticketing system management.
Drive the project to transition from the current ticketing system to a new system.
Provide leadership and guidance in a period of significant organizational change.
REQUIREMENTS:
MS Office 365: In-depth knowledge and hands-on experience in managing and troubleshooting Office 365 applications. This includes understanding the nuances of Intune for device management and configuration, as well as general proficiency with Azure environments.
Knowledge of Intune and Azure environments.
Experience: 3-4 years in infrastructure engineering, 1-2 years in service desk management.
Directly managing the day-to-day operations of the service desk team. This involves monitoring ticket flow, ensuring timely resolution of issues, and maintaining high levels of customer service.
Technical expertise in ticketing systems, with a preference for experience in ServiceNow.
Managing and mentoring the IT support team. This includes overseeing the performance of first and second line support teams, providing technical guidance, and ensuring team members are well-equipped to handle their responsibilities.
Capacity to work in a high-pressure environment, managing multiple tasks efficiently.
Up-to-date with the latest IT trends and practices, and applying this knowledge to improve the service delivery.
Budget management for procurement and project management within service desk needs.
Experience managing a team supporting approximately 600 internal users, plus external users associated with partner organizations.
Strong communication skills for interactions with the C-suite.
Experience in migrating to a new ticketing system is a plus.
WHY JOIN US:
Be a part of a luxurious and prestigious brand known for its innovation in the skincare industry.
Unique opportunity to spearhead a Greenfield project, setting up new processes and systems from scratch.
Be the change agent in an organization valuing digital transformation and modern IT practices.