Full-Time Service Delivery Manager
Job Description
Key Areas / Responsibilities
This is a leadership and management role where you will be managing a small team of security specialists based in the Security Operations Centre. The security operations centre offers a support and managed security service to Integrity customers. The Service Delivery Manager is accountable for managing service delivery to multiple client accounts promoting the continuous improvement of productivity, service quality and customer satisfaction.
Service Delivery Manager is focused on:
Strict adherence to processes and procedures which surround service delivery to customer
Continuous improvement of the support and managed security service to Integrity’s customers
Delivering Services that meets the customers SLA
Developing a Strong Management Security Service Team
Qualification / Qualities
Be very process and procedure driven and be able to generate new processes and procedures based on changing technical environments
Clear understanding of the ITIL and ISO processes and procedures
Demonstrate leadership qualities and be able to demonstrate management of a technical team.
Very customer focussed and have the ability to work directly with customers and demonstrate services delivered to customers on a face to face basis.
Has the capacity to multitask on several technical and operational issues simultaneously. Has a very good understanding of customer issues and is able to empathise with customers as to their requirements.
Has many years working on technical environments and is experienced on helpdesk work methodologies and in resource controlling. Able to work as part of a team and lead a team in following processes and procedures.
Experience
Minimum Experience required: 3 years
Experience in the following is required:
Experienced working with scheduling of resources and prioritising tasks in a helpdesk environment
Experienced in meeting deadlines while following processes and procedures
Capable of working with other teams that challenge your processes and procedures
Proven Management and Leadership experience
Understanding of ITIL and ISO 9001 and ISO 27001
Any network infrastructure experience would be advantageous
Personal Attributes
Very procedure driven with the aptitude and attention for detail
Leadership and escalation of technical issues
Strong mentoring skills
Aptitude for solving problems and acting on own initiative
Effective communicator with a positive and confident attitude both written and verbally
Good written skills with capability to create well formatted reports
Fluent English speaker
Excellent phone manner
A strong team player with a flexible approach
Can demonstrate consistency in work attitude
How to Apply
To apply for this position please email your CV and cover letter to jobs@integritysolutions.ie
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