Service Delivery Manager

Job Description

The successful candidate will be working within the ebb3 team who are responsible for architecting and implementing NVIDIA GPU solutions for our customers. As the Service Delivery Manager you will be responsible for the day-to-day management of the IT service Desk supporting our managed services customers.
You will be primarily focused on the delivery and support of NVIDIA GPU customer solutions, supporting VMWare Horizon/Citrix VDI solutions using NVIDIA GPU accelerated technologies delivered as managed services. You will also work on implementing projects to onboard new customers involving solutions based on our core technologies.

Within the current environment, you will be working predominantly from home, visiting our offices in Wilmslow Cheshire when we feel it is appropriate, to collaborate directly with other members of the engineering team or the wider ebb3 team. Once we return to the office full time then the role will become office based.
As part of this role you will be required to travel to customer sites throughout the UK for meetings and service reviews. As the main focus of this role is to support our customers, you may also be required to work outside of the normal business hours (9am to 5.30 pm Monday to Friday) for support and project-based work. You will also be required to provide out-of-hours support as part of a support role.

As a Service Delivery Manager at ebb3 your responsibilities will be:

  • Ensure efficient and effective IT operations daily
  • Manage all IT related infrastructure and service delivery processes
  • Ensure proper implementation of management plans and policies in rendering services to clients
  • Oversee and direct the activities of the Service Delivery Team
  • Receive escalation and inquiries from customers and promptly work towards providing a solution to the problems
  • Train team members on the most efficient and effective ways of carrying out their duties
  • Organise meetings with the members of the Service Delivery Team
  • Attend operations meetings on behalf of the IT Service Delivery Team
  • Produce monthly and ad-hoc reports for management on the performance of the team, customers’ complaints, and suggestions
  • Manage internal service projects and the implementation and onboarding of new customers
  • File reports to management on the progress of any projects under his/her supervision
  • Assist management in making decisions that will improve service delivery and customer satisfaction
  • Integrate useful customer suggestions into delivery plans and policies
  • Communicate with all parties involved in the service delivery process – team members, customers, and management
  • Ensure efficient and effective management of resources, shifts and Service Desk cover including out of hours support
  • Develop and maintain relationship with customers and provide reports for monthly service reviews and quarterly business reviews (QBR)
  • Suggest appropriate technologies to be adopted to meet present and future demands of the business
  • Manage service catalogues and customer onboarding
  • Responsible for service improvements for the IT service delivery function
  • On-call responsibilities for escalation for out of hours P1/P2 incidents

Essential Experience

The ideal candidate:

  • Holds ITIL v3 or above certification and has previously worked in a managed service organisation supporting and delivering services
  • 5 Years’ experience working within a managed service focussed business
  • Minimum of 3 years’ experience supporting and delivering services within a managed service organisation
  • 3 years team management experience
  • Experience of managing SLA-based services
  • Understanding of VDI-based technologies
  • Full UK driving licence

Desired experience

The ideal candidate:

  • Holds Prince 2 Practitioner certification
  • Understanding of GPU-based technologies
  • Previously worked with technology distribution partners Techdata/Arrow
  • Has knowledge and experience of the support, design, and implementation of Virtual Desktop Cloud Solutions such as AWS Amazon Workspaces and Azure Windows Virtual Desktop
  • Has knowledge and experience of Citrix Virtual Apps and Desktops support and operation
  • Has knowledge and experience of VMware support and operation

Apply with your CV for immediate consideration, strictly no agencies.

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