POKE
970 jobs - 0 added today
Recruiting? Call us on 01772 639608
Email me jobs relevant to my job search
5 days ago
only 23 days until close

Service Delivery Manager


GLH Hotel Management
Location: London
Job type: Permanent
Sector: Management
Category: General Manager Jobs
Apply on company site
Select how you want to share:
View similar
Your responsibilities will include the guiding and overseeing of internal application support and the external service desk to provide a quality level of IT service across the organisation.

KEY RESPONSIBILITIES:

* Manage the day-to-day service desk environment to ensure that in house procedures, processes and working practices are followed

* Act as a point of escalation where necessary for all customer incident requests and problem ticket issues

* Maintain an up to date service catalogue to provide a clear view of IT services in business capability language

* Ensure the service desk teams maintain an up to date and accurate knowledge base

* Responsible for the on call rota and associated communication

* Identify and manage service improvement opportunities. Ensure continuous service improvement is Embedded in the culture and working practices of the Service Desk

* Monitor any third parties providing IT service to GLH and conduct service reviews on a regular basis

* Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored

* Manage, monitor and report on the services and service levels required to support and deliver the Service Desk environment

* Thoroughly audit all systems and processes to ensure we regularly monitor our policies to proactively identify any issues

* Ensure involvement and knowledge of the project delivery roadmap and ensure a member of the team is managing the transition into service

* Alongside the IT Director ensure that all supplier contracts are up to date and reviewed in an appropriate time ahead of any renewals, manage the service operations budget

* Train, coach and mentor those in the team, conduct regular appraisals, objective setting, training, development and 1-1's

What we look for

SKILLS AND ATTRIBUTES:

* Experience of managing an IT service desk environment, specifically driving performance and value from an external provider

* Application support experience, as part of a small team its imperative that you can be hands on when required so a strong technical background will be required

* Ability to stay calm under pressure

* Experience in the hospitality industry (desirable)

* Strong financial management skills and experience

* Act as a role model to others in the team – as a self starter you will set a clear direction for your area and ensure high standards are maintained and processes continually improved

* Ability to set clear expectations and drive great results

* Strong communicator and encourager of collaborative working styles

EDUCATION/PROFESSIONAL QUALIFICATIONS

* Ability to complete degree level qualification

* ITIL qualifications desired

Candidates must be eligible to work in the UK

What's in it for you?

* 20 days holiday plus 8 Bank Holidays

* Discounted rates on hotel rooms, food and drink across the glh group

* Interest free season ticket loans (conditions apply)

* Access to a 24/7 Employee Assistance Program

* Long Service Awards

* Pension and Healthcare Schemes

* Generous recommend a friend scheme

* Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal

* Wonderful Person of the month scheme with cash prizes

* Childcare vouchers

* Staff refreshments on shift
Your responsibilities will include the guiding and overseeing of internal application support and the external service desk to provide a quality level of IT service across the organisation.

KEY RESPONSIBILITIES:

* Manage the day-to-day service desk environment to ensure that in house procedures, processes and working practices are followed

* Act as a point of escalation where necessary for all customer incident requests and problem ticket issues

* Maintain an up to date service catalogue to provide a clear view of IT services in business capability language

* Ensure the service desk teams maintain an up to date and accurate knowledge base

* Responsible for the on call rota and associated communication

* Identify and manage service improvement opportunities. Ensure continuous service improvement is Embedded in the culture and working practices of the Service Desk

* Monitor any third parties providing IT service to GLH and conduct service reviews on a regular basis

* Ensure relevant Service Level Agreements (SLAs) are in place, managed, monitored

* Manage, monitor and report on the services and service levels required to support and deliver the Service Desk environment

* Thoroughly audit all systems and processes to ensure we regularly monitor our policies to proactively identify any issues

* Ensure involvement and knowledge of the project delivery roadmap and ensure a member of the team is managing the transition into service

* Alongside the IT Director ensure that all supplier contracts are up to date and reviewed in an appropriate time ahead of any renewals, manage the service operations budget

* Train, coach and mentor those in the team, conduct regular appraisals, objective setting, training, development and 1-1's

What we look for

SKILLS AND ATTRIBUTES:

* Experience of managing an IT service desk environment, specifically driving performance and value from an external provider

* Application support experience, as part of a small team its imperative that you can be hands on when required so a strong technical background will be required

* Ability to stay calm under pressure

* Experience in the hospitality industry (desirable)

* Strong financial management skills and experience

* Act as a role model to others in the team – as a self starter you will set a clear direction for your area and ensure high standards are maintained and processes continually improved

* Ability to set clear expectations and drive great results

* Strong communicator and encourager of collaborative working styles

EDUCATION/PROFESSIONAL QUALIFICATIONS

* Ability to complete degree level qualification

* ITIL qualifications desired

Candidates must be eligible to work in the UK

What's in it for you?

* 20 days holiday plus 8 Bank Holidays

* Discounted rates on hotel rooms, food and drink across the glh group

* Interest free season ticket loans (conditions apply)

* Access to a 24/7 Employee Assistance Program

* Long Service Awards

* Pension and Healthcare Schemes

* Generous recommend a friend scheme

* Access to discounts and cashback through a huge range of retailers and service providers via our online benefits portal

* Wonderful Person of the month scheme with cash prizes

* Childcare vouchers

* Staff refreshments on shift
Apply on company site

Email me jobs relevant to my job search

  Back to the top