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ICT Service Delivery Manager

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IT & Technology
Job Type:
Start date:
Grace Tattersall

Our charity client are looking for a Service Delivery Manager to be responsible for managing their MSP and other agencies that the use for outsourcing 1st line support/projects.

This role will ensure the smooth running of the day-to-day ICT infrastructure as well as strengthening the organisation's ICT capability. The primary objective of the role is to ensure that effective technical support and service delivery is provided throughout the organisation through sound management of the ICT support function.

You will also is responsible for developing, implementing and maintaining ICT related policies and procedures including: change management approaches; supplier management; asset management and procurement. You will be responsible for managing the day-to-day ICT Operation from 1st line user support to managing the Servers, network, desktop, mobile and phone estate with suppliers, ensuring the levels of customer service is delivered within service level agreements.

You will be highly involved in supporting the Head of ICT & Web services to deliver a range of service and infrastructure improvement projects.

This position is also responsible for evolving the service that is provided by the ICT department by recording, tracking and evaluating helpdesk activities in order to drive continual service improvement.

Knowledge, skills and expertise


  • Passion for good customer service.
  •  Experience of managing support desk staff
  • Windows Desktop and Server operating systems 10/2016 upwards
  • Office 365 - Exchange online, Azure AD and teams/SharePoint
  •  VOIP telephony systems and Apple mobile devices
  • Networking, Switches, Firewalls and Routers
  • Troubleshooting and asset management
  • Management of third-party suppliers
  •  Good interpersonal skills with the ability to communicate verbally and in writing
  •  Excellent analytical and problem-solving skills
  •  Ability to work in a dynamic fast changing environment
  • Knowledge of compliance - egg GDPR

My client offers a flexible hybrid working model but only 1/2 days required in their London office per week.