Service Delivery Lead

Summary about this job

Detail information about job Service Delivery Lead. Terms and conditions vacancy

• Start immediately in a full-time role
• Develop your career with exposure to a diverse range of ICT client environments
• Demonstrate your service skills and make a difference

About the business and the role

Williams Technology provide consultation, implementation, and proactive IT management services to businesses of all sizes.  Our business is growing, and so we're looking for an experienced service professional to join our team.  You have a real passion for technology, and a proven experience in a client facing role. You excel at delivering first-rate customer service.

Job tasks and responsibilities

In this dynamic position, your responsibilities will include:

• Advising MD and other business unit leaders as appropriate and highlight potential high risk / impact issues.
• Reviewing outstanding tickets, monitor, prioritise & schedule relative to customer impact and priority.
• Managing user communications to ensure key stakeholders are kept abreast of changes impacting them.
• Receiving and manage incoming calls – via multiple communication channels
• Monitoring internal staff satisfaction and facilitating continuous improvement to maximise service desk staff experience
• Developing and implementing service guidelines to optimize processes and customer value
• Providing strong oversight on change management relating to hardware or software, ensuring change goes through agreed QA processes, including strategies for minimisation of customer impact
• Maintaining a core understanding the Microsoft O365 Suite from an administrative function view, primarily around licence management and application administration
• Some back filling of Level 1+ technical support as required
• Building effective working relationships with our regular clients and other external resources
• Maintaining strong customer relationships through regular communications
• Maintaining accurate data in PSA system (currently ConnectWise)
• Compiling client reports, including distribution to key stakeholders, on time and to a high standard

Skills and experience

To succeed in this role, it is highly desirable that you possess the following competencies or personal attributes:

• Experience with ConnectWise
• Change, Incident, Release workflow (ITIL) experience
• Ability to thrive in a fast-paced and constantly evolving environment
• Proven problem-solving ability
• Superior Customer Service skills
• Excellent computer skills including strong Microsoft Office™ suite competency
• Ability to prioritise workloads and achieve deadlines
• Possess strong attention to detail, especially noting where multiple requests have been made in one communication
• Ability to influence and negotiate with internal and external people to achieve favourable outcomes.

Job benefits and perks

Our office is conveniently located on the city fringe with access to private parking.

Easy walking distance to major public transport corridors

Conveniently located in proximity to a range of reputable local shops and cafe's