Service Desk Delivery Manager

• Service Desk Delivery Manager
• Business : Travis Perkins PLC
• Sector : IT & Digital
• Location : Northampton, Northamptonshire
• Salary : competitive plus benefits
• Hours of work : Monday to Friday - 40 hours per week
• Position type : Permanent
• Job type : Full Time
• Date posted : 18-Aug-2021
• Job reference : 34187

Job Description

Travis Perkins Group is looking for a Service Desk Delivery Manager to help support our IT department.

What youll do

As a Service Desk Delivery Manager you will be responsible for managing daily operations of the service desk, managing the service desk team and helping to ensure that the service desk is constantly developing and improving.

You will have Leadership of the Service Desk Team, ensuring sufficient trained resources are available to cover service times and forecasted volume of contacts whilst being accountable for the GTS escalation process ensuring all escalations from the business are handled professionally & in a timely manner.

This role will require you to have accountability for all Service Desk staff including career development, appraisals, recruitment, induction and ongoing training.

Lead and coach a team of individuals to excellent performance. Nurture emerging talent to become future leaders and manage poor performance using the Travis Perkins people manager toolkit.

Ensure all HR processes are followed for the entire team to include PDP, Annual Reviews & disciplinary procedures etc.

You will also be accountable for the GTS Service delivered to Plumbing & Heating (P&H) and Wickes brands, providing performance data to key stakeholders and holding regular Service Reviews up to and including Director Level.

This is a key role in IT leading the team that provides first line contact with all IT customers - either via phone, email, chat or via the self service systems.

The role requires very strong leadership skills to deliver effective service whilst keeping staff motivated and customers satisfied.

It would be great if you have extensive experience in an IT environment, experience of working in a similar role in a large enterprise IT organisation and a good understanding of ITIL disciplines.

ITIL Service Delivery Certification preferred)

You need to be able to work both independently and also in a team oriented, collaborative environment. You must be a great communicator, written and verbal, and be able to present in front of senior management level across the group in a fast paced environment.

You need to have the ability to defuse tension should it arise, be a decision maker with the confidence to manage colleagues at all levels whilst being innovative, a critical thinker and show analytical problem solving skills.

As this job is highly demanding and deadline oriented, you need to be very flexible and must be able to work well under extreme pressure.

You need to be a good multitasker, be a disciplined thinker and capable of working across organisational boundaries in a very demanding, high output environment.

Youll be supported by some fantastic training and development and have the opportunity to learn, grow and develop across the Travis Perkins Group.

Well also equip you with a benefits package that grows as you grow with the company : - Competitive bonus - Save-as-you-earn scheme - Buy-as-you-earn scheme - Contributory pension scheme - Colleague discount across a variety of Group businesses

As the largest distributor of building materials in the UK, Travis Perkins has been helping to build Britain for over 200 years.

With over 10 businesses, 20,000 colleagues and more than 1,700 branches, stores and sites around the UK we believe we have the best people and the best place to work.

Everyone works hard together to deliver results, but most importantly, have some fun along the way!

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• Sector : IT & Digital
• Location : Northampton, Northamptonshire
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