ITIL Expert - Service Delivery Consultant- Cardiff
£350 - £400 p/d
Our client is committed to providing exceptional IT solutions and service to its clientele. With a strong focus on customer satisfaction, they are dedicated to improving the professionalism and efficiency of their Service Desk operations to ensure their clients receive the highest level of support.
They are seeking an experienced and dedicated ITIL Consultant to train their team. You will be responsible for overseeing the delivery of IT services to clients, ensuring smooth operations, and maintaining a high level of customer satisfaction. As a Consultant you will play a crucial role in transforming our Service Desk into a more professional and customer-centric operation.
For this role you must be ITIL certified or hold similar qualifications.
Responsibilities:
- Develop and implement strategies to improve the professionalism and efficiency of the Service Desk, aligning with industry best practices.
- Oversee the day-to-day operations of the Service Desk, ensuring all service requests and incidents are resolved within agreed SLAs.
- Establish and maintain strong relationships with clients, acting as the primary point of contact for service-related inquiries and escalations.
- Collaborate with internal teams, including Service Desk staff, technical teams, and management, to ensure seamless service delivery and timely issue resolution.
- Conduct regular service reviews with clients, providing performance reports, identifying areas for improvement, and suggesting proactive solutions.
- Monitor and analyze service metrics, identifying trends and areas for improvement, and implementing appropriate actions to enhance service delivery.
- Develop and maintain comprehensive documentation, including standard operating procedures (SOPs), knowledge base articles, and client-specific service catalogs.
- Drive continuous improvement initiatives, promoting innovation, automation, and process optimization within the Service Desk.
- Actively participate in the recruitment, training, and development of Service Desk staff, fostering a customer-focused and professional work environment.
- Stay updated with industry trends, emerging technologies, and best practices in service management, and apply this knowledge to improve service delivery.
Qualifications and Requirements:
- Bachelor's degree in Information Technology, Computer Science, or a related field. Relevant certifications (e.g., ITIL) are a must.
- Proven experience in a Service Delivery Manager or similar role, preferably within the IT services industry.
- Strong knowledge of IT service management frameworks, processes, and best practices.
- Demonstrated ability to lead and motivate a team, driving high-performance and a customer-centric culture.
- Excellent communication skills, both written and verbal, with the ability to effectively communicate technical information to both technical and non-technical stakeholders.
- Strong problem-solving and decision-making skills, with the ability to analyse complex issues and provide innovative solutions.
- Proficient in using service management tools and systems to track, monitor, and report on service performance.
- Exceptional organizational and time management skills, with the ability to prioritize and manage multiple tasks simultaneously.
- Proactive and self-motivated, with a strong commitment to delivering exceptional customer service.
They offer competitive salary packages, a collaborative work environment, and opportunities for professional growth and development. If you are passionate about service delivery, possess strong leadership skills, and are eager to contribute to the growth of our company, we would love to hear from you.
To apply, please submit your resume and a cover letter outlining your relevant experience and why you are interested in this role.