Service Delivery Manager

Wakefield (on-site 3 days per week) 

Team 17 Digital Limited is seeking to hire a Service Delivery Manager to work within our IT Services function. We are looking for a candidate who is ready for the challenge of working as part of a team in an organisation with a global brand and approximately 400 employees. This is a fantastic opportunity for a candidate to steer the service management requirement in a fast-moving environment which is undergoing significant technical and cultural transformation.

Joining Team17 means working alongside a team of talented and brilliant people who love what they do. You’ll have opportunities to enhance your skills, contribute to diverse and exciting projects and be part of a passionate team that values creativity, collaboration, and diversity. We’re tried and true video game veterans, and over the last 35 years we’ve developed and published some of the most popular and recognisable video games. From the iconic Worms to The Escapists, Overcooked! Hell Let Loose, DREDGE and a whole lot more.

Main responsibilities

·         Manage front line incident and service requests across the IT function, ensuring procedures are followed, including reviews and problem analysis.

·         Develop and implement the strategy, standards, and procedures framework for the Service Desk

·         Act as technical escalation mentor for the team

·         Propose and develop technology solutions and be a champion for Continuous Improvement

·         Own the Knowledge Base tool and develop IT Services policies and procedures for its effective use, including review and compliance.

·         Take ownership of relevant supplier and technical support relationships

·         Provide communications between the IT Department and customers during incidents, planned outages and upgrades, using an array of channels and mediums.

·         Obtain Customer Feedback to evaluate the level of customer satisfaction delivered by the Service Desk

·         Monitor the performance of the Service Desk through the development of KPI’s.

·         Manage team performance, training, career development & resource across the Services Desk function.

·         Work with the projects team to develop working practices and support documentation for non-technical users and the Service Desk analysts.

Requirements

Experience and qualifications

·         A career history in IT with knowledge of corporate network design, Microsoft Active Directory/365 and PC builds, preferably to a gaming specification

·         ITIL certification

·         5 years of Service Desk management experience

·         Hands-on experience of an industry standard service desk platform such as JSM or ServiceNow

·         Managing a team of analysts of 6+ people

Other skills and comments:

The successful candidate will need to be an excellent communicator, technically literate and a team player. The IT team work closely internally and with all members of staff at the organisation and the candidate will be a visible face of the department.

We are looking for an experienced and highly motivated individual who is prepared to challenge our existing work methodologies and to learn about the inner operations of the business to provide the best possible service delivery, with a collaborative approach to work and an enthusiastic can-do attitude.

A full clean driver’s license will be required for infrequent visits to other sites

Team17 is an equal opportunities employer with a commitment to building a diverse workforce, representative of the world we live and game in!

Accessibility is at the heart of our games, and we reflect that in how we operate as a business. Should you require adjustments or flexible arrangements to interview, or take up a role at Team17, please let us know in the notes section of your application and we will accommodate to the best of our ability.