IT Service Delivery Manager
- Location
- Newcastle upon Tyne, England, United Kingdom
with excellent problem-solving skills and a passion for providing high-quality support. Leading or supervising a service desk, including managing workload, priorities and performance against SLAs. Working knowledge of ITIL and hands‐on experience running core service management processes: incident, problem, change, request and knowledge management. Diagnosing … services. Acting as an escalation point within the IT team for incidents and service requests. Managing and reporting from an ITSM platform, including service performance metrics and continual service improvement. Performing root cause analysis to prevent recurring issues, documenting solutions and procedures. Developing and maintaining technical documentation, SOPs ...