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Service Delivery Manager

Location: Glasgow

The Role

As part of our continued growth, we now have an exciting opportunity for a Service Delivery Manager who will maintain a strong working knowledge of industry standards and best practices via ITIL & ISO.

Your responsibilities will include providing the highest level of service, developing client relationships, capturing & reporting critical success factors for our clients along with interactions on security & compliance issues. With strong people skills, you will manage organizational change management across the company’s products and services

Displaying a can do attitude & excellent leadership skills, you will have the ability to develop and maintain positive relationships with our clients, re-sellers, vendors & internal teams alike.

Key Tasks & Responsibilities.

  • Working with Team leads to manage Service Desk services including Incident, Problem & Change Management.
  • Continual service improvement planning to reduce recurring issues.
  • Project Management & Delivery of internal & external projects to our customers
  • Working with and managing Supply Chain partners and vendors on delivery of key projects
  • Ensure the highest standards are met across the business by adhering to Standard Operating Procedures & regulatory compliance
  • Meeting, improving and updating established SLA reports
  • Communicate, escalate, investigate, and facilitate resolution for all client complaints ensuring a quick and professional response.
  • Maintaining compliance and audit requirements around accreditations which includes ISO27001, Cyber Essentials Plus, ITIL and Standard Operating Procedures
  • Continual improvement of policy, procedures, and standards to ensure consistent, high quality delivery of service management.
  • Identify areas of improvement within process or gaps for potential up-selling of products & services to our clients.

The Person

As a Point of Contact (POC) for client incidents, problem management & internal compliance matters you will ideally have:

  • The ability to drive all contractual SLAs, create incident/problem reports & drive process improvement actions across the business.
  • Coordinate & drive Network Incidents and IT infrastructure incidents based on ITIL Incident Management framework
  • Proven Project Management & service delivery skills
  • Sound knowledge of ISO27001, ISO9001 accreditations
  • Maintain a strong working knowledge of industry standards and best practices via ITIL certification.
  • Achieve the best possible levels of service, quality and availability whilst developing best practice
  • Driving Licence Essential

 

It’s not essential, but we appreciate if you also have:

  • Knowledge of Salesforce/Remedyforce administration advantageous
  • Knowledge and experience of working with MS Teams, Sharepoint and associated platforms.
  • Prince 2 and/or ITIL practitioner certification

 

SOME OF THE GREAT BENEFITS

Working at KubeNet you’ll receive an attractive salary and a range of competitive benefits, but – more than that – you’ll be joining an ambitious organisation with a culture of togetherness, collaboration and inclusivity, that takes a genuine and proactive interest in your progress and development.

  • Competitive salary & great benefits
  • Quarterly bonus based on personal & team KPI’s
  • 31 days off, inclusive of public holidays
  • Company Pension & Healthcare after a qualification period
  • Financial contribution to your agreed Career & Training development plans
  • Access to online training platforms
  • Ability to attend industry events
  • Flexible working hours
  • We operate a blended working policy with a minimum 3 days in the office, however, you can choose to be based in the office Monday to Friday
  • Free KubeNet Broadband or a monthly contribution
  • Study Leave where applicable
  • Cycle to Work scheme

And more……

About us

KubeNet are a Managed Service Provider & Next Generation Network owner delivering infrastructure services, Business Connectivity, Hosted voice solutions, Cloud services & Network Security to some of the best-known companies throughout the UK & Globally. We are a Microsoft Silver Partner a Cisco Premier partner and hold numerous other technology accreditations.

It’s an exciting time here at KubeNet and our vision is to be the Managed Service & Technology Partner and employer of choice. As we continue to grow our aim is to bring together the best Talent & minds in the marketplace, we welcome individuality and value and encourage the things that makes you different. From diversity to creativity, we nurture every form of with inclusion front and centre.

Our team is amongst the best in business, so if you think you are too and you have the skills that are required, apply now by sending an up-to-date copy of your CV for consideration in the first instance!

Let us know why you are the right fit to join our team and attach your CV below.