Detailed Job Specification
We are recruiting for a Junior Service Delivery Manager to join a market leading ITSM in Basingstoke, Hampshire.
To ensure robust administrative and project support to projects, engineers and managers in carrying out business on a day to day basis in an efficient and timely manner.
Ensuring the organisation maintain good working relationships with both clients, Service Delivery Managers (SDMs), engineers and internal staff whilst maintaining Service Level Agreements (SLAs) for all active projects.
MAIN DUTIES & RESPONSIBILITIES :
Scheduling tickets for multiple customer sites, taking into account stringent processes, requirements and SLAs
Calling customers to confirm appointments and following up via email where required
Ensuring appropriate systems are kept up to date in a timely and appropriate manner (GEPARD & Service Now)
Timely and efficient management of incoming phone calls and emails from customers, engineers and SDMs, ensuring all are escalated or completed as required
Co-Ordinating and managing mobile engineer deployments. Ensuring the engineers are on the correct site at the correct times.
Supporting the team with knowledge transfer, assisting with upskilling or training as colleagues as requested by your SDM
Preparation of ad-hoc reports, documents and / or analysis of data as required
EXPERIENCE, COMPETENCIES & ABILITIES :
Confident and respectful phone manager and the ability to communicate well at all levels
Ability to multitask and prioritise
Work well under pressure and meeting deadlines
Ability to manage own workload and recognise when to escalate to management as appropriate
Ability to participate in team knowledge transfer either one to one or in team environment - Ability to accept extra responsibility in support of Operation Team Management when colleagues are absent covering holidays, sickness, etc.
If you have the outlined skills and experienced please apply now.
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