Service Delivery Lead/Manager
Title:
Service Delivery Lead/ManagerType:
PermanentStart Date:
ASAPSkills:
Skills, Experience and Qualifications
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Great customer experience (retention, related sales, referrals, responsive, reliable, respectful)
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IT related education (ITIL) and Degree level ideal
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Knowledge of Microsoft Windows: 2000/2003/2008/XP/Vista/7
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Previous management experience
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Proven analytical and problem solving skills
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Document Management Technologies
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Web Content Management
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Java J2EE development
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XML based technologies
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Knowledge of Microsoft SQL Server
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NAV Dynamics
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Microsoft CRM
Description:
The successful candidate will create, sustain and deliver first Class provision of services to their clients, demonstrating a passionate commitment to customer service. To be a visible presence and main point of contact at all times.
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Monitor incoming cases and ensure responses/ resolution is being met as per SLA, if not, escalate within the business
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Identify differences between priority levels as per SLA and ensure team is logging cases accurately
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Maintain close links with customers that have 24 hour contracts to ensure like for like tickets on CRM systems
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Ensure team performs against its other KPIs; collections, vendor renewals, customer renewals and customer campaigns
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Ensure adequate knowledge sharing between Service Desk staff
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Responsibility for Microsoft CRM
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Responsibility for non-finance areas of Microsoft Navision
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Billing and credit control
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Software support renewals both customer and supplier
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Liaise with other departments within the business to ensure the business is getting value from Service Desk including the Technical Support team
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Ensure regular, accurate reporting is sent to customers when requested
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Quarterly meetings with Service Desk staff to review skills matrices
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Ensure Service Desk promptly processes task sheets
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Responsibility for Front of House
