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Technical Service Delivery Manager- London

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Technical Service Delivery Manager- London

We are looking for a vibrant, enthusiastic individual with a “can do” attitude to manage this key account in from our the customers office located in London. This is a new position and a fantastic opportunity for a candidate to join our growing team. The ideal candidate will have experience of delivering IT services into an international customer.

What does the job involve?

  • Work closely with the Head of Service Delivery in defining the technical and business strategy and account plans for their area of responsibility.
  • Manage the operational delivery of contracted services to the nominated contracts to ensure that SLA’s and KPI’s as defined in the relevant contracts are met or exceeded.
  • Improve customer satisfaction to meet or exceed ESP customer satisfaction targets.
  • Continually evaluate the service and service provision and make improvements.
  • Identify the root cause of issues and find solution to remediate them in line with ITIL’s Problem Management discipline.
  • Promote the organisation's capabilities to the client, identify sales opportunities and then work with the bid team to execute these opportunities.
  • Conduct regular customer reviews to ensure that all operational deliverables are being achieved and client satisfaction is maintained.
  • Collaborate with the Account Manager to achieve annual revenue and margin targets.
  • Facilitate the growth of the nominated contracts by exploiting incremental revenue or cost saving opportunities.
  • Identify opportunities and work with the Account Manager and bid team to execute these opportunities.
  • Control and manage the operating budget for each customer contract within area of responsibility.
  • Collaborate with the various teams to ensure that their performance is aligned to what is required to deliver the services.
  • Manage the onsite engineering team to deliver the contractual obligations in the most efficient and effect way ensuring process adherence and skill-based competencies.
  • Act as a role model and coach teams to continuously challenge themselves to achieve greater levels of performance and customer satisfaction.
  • Ensure that all future business reflects the quality and cost efficiencies required from ESP for operational excellence

Essential Skills & Experience we are seeking:

  • Demonstrable experience in the IT field and / or project service industry for role holder to perform fully and effectively in the job with a thorough understanding of the following functions:
    - Customer Account Management
    - Operational Management
    - Man Management
    - Service Management
    - Project Management

  • Proven track record of technical acumen within the Desktop IT platforms:
    - Windows 7 and Windows 10 and associated corporate roll outs
    - Office 365 and all variants of Office
    - Apple Mac experience in a corporate environment
    - Mobile devices in a corporate environment
    - Management of PC estate using tools such as SCCM/ Landesk
  • Man management experience especially of distributed teams
  • Experience in matrix managed organisations
  • Excellent English, verbal and written
  • Strong presentation skills
  • Strong interpersonal skills
  • Influencing and negotiation skills
  • Excellent relationship builder

Sound interesting? Please apply today for a quick response.

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Zhara Turley

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About ESP

ESP is trusted by global organisations to deliver tailored IT support and infrastructure solutions around the world, 24/7. We have added value to our customers for over 25 years by listening to their needs and proactively delivering the service they want, wherever in the world that might be. We are headquartered in Reading, with staff in most of the major UK airports and regional Service Delivery hubs across the globe. Our customers include many household brand names such as easyJet, Avis, Marie Curie, Wipro, United Airlines and Virgin Atlantic.

We are looking for vibrant, enthusiastic individuals with a can do attitude who can join our team. ESP offers a dynamic environment, a strong sense of fun and a commitment to career progression from within, all of which help us to deliver our outstanding services to our global clients.

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