IT Service Delivery and Support Manager New

Overview

Description

Olympic Broadcasting Services is looking to recruit an IT Service Delivery and Support Manager, this is a key position within our IT Team. The IT Service Delivery and Support Manager oversees several key functions within the IT department that enable the delivery of a high-quality service to end users and ensures Service Support processes are in place to meet business needs. The IT Service Delivery and Support Manager works directly with third parties and vendors providing the resources to fulfil the aims of the service. The position is a stakeholder facing role that requires establishing parameters and managing the service within the business whilst driving the IT team to meet the high standards of service proposed. The role also requires ensuring the system adapts to future business technology needs.

This is a permanent position reporting to the IT Cloud & Projects Senior Manager.

Duties
- Manage the various IT Support functions and the external resources that provide the services: IT Service Desk, Desktop Support and VIP Support.
- Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required.
- As owner of the escalation process, the IT Service Delivery and Support Manager will take ownership of major incidents to ensuring coordination with parties involved, incident resolution and post incident review.
- Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed.
- Be accountable for the quality of service and performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
- Drive internal and third-party services review meetings covering performance, service improvements, quality, and processes.
- Streaming of live events, multimedia & International video conference meetings & presentations, with multiple settings & high volume of assistants.

**Technical**
- Lead the Desktop Management services to continually improve the desktop computing environment.
- Manage the desktop computing environment to ensure that laptops, PC’s, and other access devices are built and maintained to high standards of performance and security.
- Onboarding and offboarding projects: provisioning of accounts and laptops for 500 users. Renewal of equipment for 150 users.
- Ensure that patching and anti-virus updates are carried out promptly and effectively.
- Work with other IT teams to evolve standards for hardware, software, and security in the desktop environment.

Experience

**Skills & Requirements**
- IT/Computing degree/ ITIL Qualification is preferred.
- + 10 years of proven experience in an IT Support or relevant field.
- Previous experience as a Team Lead or proven experience in liaising with third parties and external teams.
- IT Incident Support in a Global, large-scale and diverse environment.
- A passion for Service Improvement.
- Experience in management of escalation procedures and related disciplines.
- Excellent leadership and people management skills.
- Excellent written and verbal communication skills in both English and Spanish.
- Willingness to support and mentor junior staff.
- Excellent customer facing/customer service skills.

Technology stack:

- Azure AD and Active Directory, Microsoft M365 suite, ServiceNow, BlueJeans.

**Workplace & Environment**
- Fast-paced work environment.
- Subject to national/international criminal background checks.
- Permanent position based in our offices in Madrid.
- Availability to travel if required.

How to apply

We thank all applicants for their interest, however, only those selected for interviews will be contacted.