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Job Description

Service Delivery Managerial Support

Location: Burton-On-Trent

Pay: £230 per day

Days/hours: FT Monday – Friday Contract Duration: Until 30th April 2019 – with potential to go permanent


Service Delivery Manager, Service Delivery Support, 3rd Line Support,


An excellent opportunity has arisen for a Service Delivery Support to provide quality support at a fantastic globally successful establishment.


The role will predominantly be based in Burton-On-Trent on site, where you will be helping on the Service Desk Support side, with occasional need to attend Site meetings in the UK (all travel expensed).


There is a likelihood that it will be extended and maybe even turn into a permanent role.


Key Responsibilities:


1. Initial on-site presence during / post migration (as appropriate - may not be all migrations).

2. Primary escalation point for for support issues (after a case has been logged with the relevant Service Desk or supplier).

3. Responsibility for ensuring the stakeholder are following the correct support and escalation processes.

4. Triage calls with hotels post migration to run through open and known issues.

5. Responsibility for the ongoing training of Service Desk and other support teams.

6. Owner and writer of knowledge articles for the stakeholder, including the use of and success of these articles.

7. Completion of random ticket audits for stakeholder tickets.

8. Development and ownership of Stakeholder Reporting and Dashboards 

9. Continual Service Improvement specific to ticket trends and processes.

Essential Requirements:

  • Strong background and proven experience in a Service Delivery Manager position (Service Desk Lead or strong 3rd Line also very desirable)
  • Strong experience of being within a service desk support team
  • Enthusiasm to deliver a high-quality service
  • Effective in resolving issues well, whilst maintaining positive relationships
  • Ability to monitor quality assurance effectively and implement improvement where necessary
  • A hands-on approach to resolving third line issues and willingness to engage on site when needed

This job has now been filled but you may be interested in:


Professional Services IT Engineer

£60000 - £60000

Our client is a prestigious IT Services provider based in Nottingham. They are currently skilled professionals to join their staff team on a permanent basis as a Professional Services Engineer. The role will be based from the Nottingham head office and will also involve frequent travel to client sites.

Duties within the position will include:

  • Design work,
  • Implementation
  • Configuration
  • Testing
  • Documentation 

The ideal candidate shouldhave two years of experience or more working within the IT Services Industry.

Main Duties and Responsibilities

In this role, you will be actively contributing to delivering a range of high quality, technical professional services which meet or exceed our customer requirements.

You will produce detailed, clear, consistentand timely documentation whether for internal use or customer facing.

You will always implement solutions as part of a team oras a single project resource, where appropriate for the client engagement, to a high standard and follow direction for standards and process.


Essential Experience

As an experienced Professional Services Engineer working within the IT Services industry, you must have experience in:

  • Planning and Documentation of technical solutions
  • Implementation, configuration, testing and troubleshooting technical solutions
  • Good written and verbal communication skills to assist translation of complex technical subjects for, sometimes non-technical audiences
  • Conduct internal handovers into support upon project completion

The ideal candidate should have two years of experience or more working within the IT Services Industry.

Desirable Experience

  • Experience of creating high quality technical documentation detailing configuration of work completed during project engagement
  • Participation in project pre-sales activity and design work

Key Skills & Knowledge

  • Microsoft Windows Server Operating Systems (2012, 2016 and later)
  • Microsoft Active Directory
  • Microsoft Azure Active Directory
  • Microsoft Intune
  • Microsoft Office365
  • HPE and DellServer Hardware

Desirable Skills & Knowledge

  • Microsoft Azure IaaS
  • Microsoft ADFS
  • Microsoft Enterprise Mobility Security suite
  • Microsoft SCCMand MDT
  • Cisco Firewalls and Switches
  • Mimecast Solutions
  • Datto Backup & Recovery Solutions

Essential Qualifications

  • Microsoft MCSA: Windows Server 2016

Desirable Qualifications

  • CompTIA Security Certified Security Professional
  • Mimecast Technical Specialist
  • Datto Continuity Technical Specialist
  • VMware VCP
  • Cisco CCNA


Other Requirements

  • Must have fulldriving licence and willing to travel to client locations as required tocomplete project requirements
  • May berequired to travel on company business ad-hoc basis
  • Willing to undertake further training to fulfill the requirements of the role
  • Willing to work additional hours to meet the demands of the role

Essential Security Checks

  • Baseline Personnel Security Standard (BPSS) pre-employment checks
  • Security Check(SC)