Service Delivery Manager

IQ-EQ ,
Belfast, Antrim
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Job Description

Company Description IQ-EQ is a leading Investor Services group which combines global expertise with an unwavering focus on client service delivery. We support fund managers, global companies, family offices and private clients operating worldwide. Job Description Our IT team partners with the business to support technology solutions that address current challenges and future needs to give a digital edge to IQEQ clients. We strive to be a leading IT organization with innovative and dedicated people. The Service Delivery Manager ensures their team delivers a quality service for end users. Motivating the team and leading by example. This position requires a combination of strong troubleshooting, planning, communication and customer service skills and includes a mix of on-call tasks and day to day business as usual support. As Service Delivery Manager you understand that a customer focused, slick Service Desk can deliver business edge. You drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation. What to expect day to day * Manage a shift of engineers responsible for Knowledge, Configuration, monitoring, ITSM administration and O365/cloud collaboration platforms. * Produce ad-hoc reports as required for Board/Executive review etc. * Use reporting techniques to identify trends, patterns and opportunities to improve the service we deliver. * Assist the Global Head of IT Service Delivery on strategic projects * Work with Business Partners to improve the service we deliver to the customer. * Communicate experience and knowledge to other members of the Global IT function What you will need to succeed * Experience of managing a number of Service Delivery Engineers * Exposure to the ITIL best practice Framework (ITIL Foundation preferred) * Previous experience in a technical role. * Experience of delivering support and solutions in a large scale, diverse global environment. * Experience of SACM solutions * Experience of Knowledge Management solutions * Experience with the end to end ITIL lifecycle * Experience of Global monitoring solutions * Experience of O365/cloud collaboration platforms * Experience of working with ITSM tools such as ServiceDesk Plus(preferred), ServiceNow, Topdesk, Remedy or Freshdesk * Experience of creating board/business reports to demonstrate the quality of service being delivered Qualifications Desirable * Knowledge of working within a Business Service aligned Service Delivery function, leveraging CMDB and asset management data * Knowledge of Business Service Reporting * Excellent customer facing skills Additional Information At IQ-EQ we want you to reach your full potential. We offer an inclusive and diverse environment to support your career aspirations. With a strong emphasis on continuous learning and a holistic approach to your professional and personal development. We also offer opportunities across our service lines and our international network of offices. Qualifications: Desirable Knowledge of working within a Business Service aligned Service Delivery function, leveraging CMDB and asset management data Knowledge of Business Service Reporting Excellent customer facing skills Responsibilities: Our IT team partners with the business to support technology solutions that address current challenges and future needs to give a digital edge to IQEQ clients. We strive to be a leading IT organization with innovative and dedicated people. The Service Delivery Manager ensures their team delivers a quality service for end users. Motivating the team and leading by example. This position requires a combination of strong troubleshooting, planning, communication and customer service skills and includes a mix of on-call tasks and day to day business as usual support. As Service Delivery Manager you understand that a customer focused, slick Service Desk can deliver business edge. You drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation. What to expect day to day Manage a shift of engineers responsible for Knowledge, Configuration, monitoring, ITSM administration and O365/cloud collaboration platforms. Produce ad-hoc reports as required for Board/Executive review etc. Use reporting techniques to identify trends, patterns and opportunities to improve the service we deliver. Assist the Global Head of IT Service Delivery on strategic projects Work with Business Partners to improve the service we deliver to the customer. Communicate experience and knowledge to other members of the Global IT function What you will need to succeed Experience of managing a number of Service Delivery Engineers Exposure to the ITIL best practice Framework (ITIL Foundation preferred) Previous experience in a technical role. Experience of delivering support and solutions in a large scale, diverse

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