United Kingdom
I am an experienced and professional Service Delivery Manager, highly experienced in the full range of Desktop support for desktop PCs (PC, Server, Networking & Telecommunications), including LAN/WAN setup and configuration (LAN, WIFI & VPN), software deployment and administration, along with advanced skills in Microsoft Office Suites. I also have experience in server installation & configuration, DNS, DHCP and WSUS. Other key skills include; Excellent Customer Service Strong IT / Technical Skills Ability to Manage Multiple Workloads under tight deadlines without compromising quality or service levels
Operational Excellence: Overseeing the day-to-day support operations for a specific set of accounts. You ensure that Service Level Agreements (SLAs) are met and that technical issues are resolved efficiently. Incident Management: Serving as the primary point of contact during critical outages or high-priority technical escalations. You’ll be the "calm in the storm," coordinating between the customer and GitHub’s internal engineering teams. Strategic Advisory: Reviewing support trends for your customers. If a customer keeps hitting the same wall with GitHub Actions or security features, you provide the data-driven insights to help them optimize their workflow. Cross-functional Collaboration: Partnering with Sales, Product, and Engineering. You act as the voice of the customer, advocating for feature requests and bug fixes based on real-world friction points.
Responsible for developing and maintaining strong customer relationships to drive satisfaction, overseeing a variety of ITIL-related and customer relationship duties. • Manage a portfolio of customer accounts, working closely with Account Managers and the wider Node4 organisation to deliver “Exceptional Service as a Standard.” • Act as the central point of contact for service delivery-related issues across aligned accounts, ensuring consistent communication and resolution of escalations. • Coordinate across multiple departments to ensure seamless service delivery for both new and existing customers. • Oversee the lifecycle of P1 to P5 incidents, requests, change and problem tickets, ensuring timely resolution and proactive communication with stakeholders. • Lead service reviews, performance reporting, and continuous improvement initiatives to enhance service quality and customer experience. • Support the development and delivery of service desk training materials to improve team performance and knowledge. • Create documentation for clients: Action log, Service design plan, Service of works and Service Continuation to name a few. • Promote ITIL best practices and contribute to the evolution of service management processes.
Managing the service desk of first to third line engineers. This is a secondment role.
Managing second and third line support engineers, working with the business in maintaining and building client relationships.