Join to apply for the Technical Service Desk Delivery Manager role at EVAD Technology Group Join to apply for the Technical Service Desk Delivery Manager role at EVAD Technology Group A Technical Service Desk Delivery Manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization.
They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, coaching teams on Agile tools and techniques.
On a day-to-day basis, a Service Delivery Manager will lead collaborative and planning processes, prioritising the work that needs to be done against the capacity and capability of the team.
Job Details Company: EVAD Technology Group Limited Location: Head office at Unit 3, Robinhood Road, Dublin 22, and customer sites in Dublin and surrounding counties Start Date: asap Contract Type: Full-time Career Level: Preferably 10+ years of experience Salary: To be confirmed based on experience Working Hours: 8:45 am - 5:30 pm, Monday to Friday (you may also be required to cover shifts 8am-4.45pm or 9.15am-6pm)Duties & Responsibilities Reporting to the Chief Technical Officer (CTO) and Managing Director (MD), you will oversee your business unit, manage your team, and mentor your engineers.
Training and Upskilling: Enhance the skills of the engineering department and provide expertise when needed.
Team Development: Mentor and develop the growing engineering team.
Resource Controllers: Guide and mentor Resource Controllers, implement daily structures, and assist with escalations.
Business Growth: Ensure the delivery and growth of the business units margin.
Revenue Maximization: Maximize revenue and profitability per employee through effective KPI management.
Commercial Awareness: Increase the teams understanding of SLA obligations and commercial awareness.
Pricing and SLA Review: Continuously review pricing and SLAs, and drive recommendations.
Escalation Support: Handle escalation calls from Level 2 Engineers and mentor Level 1 and 2 engineers on resolving issues.
Documentation Implementation: Oversee the implementation of documentation with Resource Controllers and the commercialization of new ideas.
Feedback to Directors: Provide regular feedback to Directors through file audits, one-on-one observations, and team meetings.
Team Climate: Foster a positive climate and culture for the team to thrive.
Leadership: Lead by example, promoting a culture of learning and high customer service standards.
Service Levels and KPIs: Ensure the delivery of contracted Service Levels and KPIs.
Client Response Framework: Provide a framework for swift and effective client responses.
Relationship Building: Develop strong internal and external relationships.
Business Ownership: Manage the business unit as if it were your own standalone business.
Client Relationships: Build and maintain proactive, positive, and effective client relationships.
Escalation Management: Own major incident escalations, coordinate resolutions with internal and external parties, communicate effectively with stakeholders, and conduct post-incident reviews and recommendations.
Pre-Sales Responsibilities Sales Support: Assist Sales Consultants with business development for existing and new accounts, acting as a technical lead.
Client Engagement: Engage with potential clients to understand their needs and present tailored IT solutions.
Solution Design: Collaborate with technical teams to design and propose solutions that meet client requirements.
Proposal Development: Prepare detailed proposals, including cost estimates, timelines, and technical specifications.
Presentations and Demos: Conduct product demonstrations and presentations to showcase the value of proposed solutions.
RFP/RFI Responses: Respond to Requests for Proposals (RFPs) and Requests for Information (RFIs) from potential clients.
Technical Support: Provide technical support during the sales process to address client queries and concerns.
Essential Qualifications, Training, And Experience People Management: Over 10 years of proven experience in managing people, including coaching, mentoring, and developing teams.
MSP Industry: Must currently be working in the Managed Service Provider (MSP) industry.
Client/Account Management: Essential experience in client or account management, preferably within the IT industry.
Operational Management: Over 10 years of experience in managing operational roles.
Performance Management: Proven experience in managing performance.
Project Coordination: Experience in coordinating, implementing, and monitoring projects and processes.
Improvement Activities: Experience in identifying, assessing, and developing activities to drive improvements.
Flexibility and Adaptability: Demonstrates the ability to be flexible, adaptable, and tolerant in a dynamic work environment while maintaining effectiveness and efficiency.
Our Ideal Candidate Decision Making and Communication: Exhibits strong decision-making abilities and excellent communication skills.
Adaptability: Easily transitions between structured, process-oriented thinking and unstructured problem-solving.
Relationship Building: Builds strong relationships and has the ability to influence others.
Leadership and Coaching: Demonstrates strong leadership and coaching skills, empowering team members.
Target Focused: Focused on managing and achieving SLA targets.
Planning and Organizing: Possesses excellent planning and organizational skills.
Motivation: Highly motivated and driven.
Confidentiality: Capable of managing sensitive and confidential information effectively Skills Sales Support Client Engagement Solution Design Technical Support MSP Industry RFP/RFI Responses Seniority level Seniority level Director Employment type Employment type Contract Job function Job function Project Management and Information Technology Industries IT Services and IT Consulting Referrals increase your chances of interviewing at EVAD Technology Group by 2x Sign in to set job alerts for "Service Project Manager" roles.
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