Information:
Job Vacancy Details
EMEA Service Delivery Manager
Industrial
North West
Permanent ⁄ £50000 - £55000
Updated March 24, 2012
Our Industrial client is an innovative world leader in their market with an annual turnover in excess of £500m. They are a global player whose impressive growth has necessitated a significant investment in technology across the business. They urgently require a proven high calibre EMEA Service Delivery Manager to join their North West office and deliver excellent service to EMEA internal stakeholders whilst the business undergoes its ambitious transformation moving technology to best in class.
Role Description
Reporting to the IT Director in the US, the EMEA Service Delivery Manager will be instrumental in supporting the Senior Management team in delivering service improvement across systems, people and process for all EMEA sites. There are key challenges surrounding the service levels both internally and with the outsourced provider and the successful candidate will be responsible for driving customer service to the top of all parties' agenda.
The immediate focus will be on incorporating a culture change where customer service is given prime importance. The EMEA Service Delivery Manager will have the following responsibilities
• Work towards changing the culture within the IT team and drive processes to improve the level of service
• Developing and implementing processes and structuring IT related activities
• Manage the interaction between IT and the business, aiming towards improving user experience with a view to changing the perspective of IT
• Track and co-ordinate resolution of outstanding service desk calls
• Undertake a pro-active role in communicating with business managers to identify areas of improvement
• Ensure IT performs on BAU activities even within a transformation programme
• Mentor and manage internal and external resources on technical and non technical issues
• Analyse feedback from regular user satisfaction surveys and develop action plans to rectify any issues identified
Who we're looking for
This is a fantastic opportunity for a proven Service Delivery Manager who relishes a turnaround environment, can work with demanding stakeholders and challenging timescales and is looking for a challenging role to test their skills and develop their career with a highly ambitious and successful global player.
• Proven experience of working in a multi national service delivery role
• Experience of working with managed service providers
• Proven experience of managing an internal helpdesk/service desk
• Understanding and experience of working in an ITIL environment. An ITIL Lite or ITIL foundation is highly desirable
• A strong understanding and knowledge of Active Directory, Group Policy, Helpdesk systems and general IT Infrastructure
• Proven experience of managing and mentoring a team to service excellence
• Excellent personal customer service skills
• Ability to be assertive when required but maintaining an approachable and friendly demeanour at all times
• French and/or German language skills are highly desirable
• A knowledge and exposure to MAC is highly desirable
About our client
A market leader in the industrial field who is looking to double in size through organic growth and acquisitions. To incorporate this, they want to ensure that the IT offering within the business is best in class. They are undergoing a period of transformation and therefore want to hire someone who can take responsibility for BAU activities as well as drive continuous improvement of the IT Function. They are offering a fantastic opportunity for the right candidate to be involved in a challenging role and prove themselves. This role will be based in the North West and will involve some travel
What's on offer
£50,000 - £55,000 + car + bonus + benefits
Michael Page Contact
For further info, apply or phone on 00 44 161 828 6369.
Job Ref: 13191767
Your application will be sent to Priyanka Bhargava.
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