Technical Service Desk Delivery Manager

A Technical Service Desk Delivery Manager is responsible for making sure that services are being seamlessly delivered to the clients of an organization. They are in charge of a variety of tasks, such as leading project teams, rectifying reliability issues, monitoring progress, tracking KPIs, coaching teams on Agile tools and techniques. On a day-to-day basis, a Service Delivery Manager will lead collaborative and planning processes, prioritising the work that needs to be done against the capacity and capability of the team. Job Details Company : EVAD Technology Group Limited Location : Head office at Unit 3, Robinhood Road, Dublin 22, and customer sites in Dublin and surrounding counties Start Date : asap Contract Type : Full-time Career Level : Preferably 10+ years of experience Salary : To be confirmed based on experience Working Hours : 8 : 45 am - 5 : 30 pm, Monday to Friday (you may also be required to cover shifts 8am-4.45pm or 9.15am-6pm) Duties & Responsibilities : Reporting to the Chief Technical Officer (CTO) and Managing Director (MD), you will oversee your business unit, manage your team, and mentor your engineers. Training and Upskilling : Enhance the skills of the engineering department and provide expertise when needed. Team Development : Mentor and develop the growing engineering team. Resource Controllers : Guide and mentor Resource Controllers, implement daily structures, and assist with escalations. Business Growth : Ensure the delivery and growth of the business units margin. Revenue Maximization : Maximize revenue and profitability per employee through effective KPI management. Commercial Awareness : Increase the teams understanding of SLA obligations and commercial awareness. Pricing and SLA Review : Continuously review pricing and SLAs, and drive recommendations. Escalation Support : Handle escalation calls from Level 2 Engineers and mentor Level 1 and 2 engineers on resolving issues. Documentation Implementation : Oversee the implementation of documentation with Resource Controllers and the commercialization of new ideas. Feedback to Directors : Provide regular feedback to Directors through file audits, one-on-one observations, and team meetings. Team Climate : Foster a positive climate and culture for the team to thrive. Leadership : Lead by example, promoting a culture of learning and high customer service standards. Service Levels and KPIs : Ensure the delivery of contracted Service Levels and KPIs. Client Response Framework : Provide a framework for swift and effective client responses. Relationship Building : Develop strong internal and external relationships. Business Ownership : Manage the business unit as if it were your own standalone business. Client Relationships : Build and maintain proactive, positive, and effective client relationships. Escalation Management : Own major incident escalations, coordinate resolutions with internal and external parties, communicate effectively with stakeholders, and conduct post-incident reviews and recommendations. Pre-Sales Responsibilities : Sales Support : Assist Sales Consultants with business development for existing and new accounts, acting as a technical lead. Client Engagement : Engage with potential clients to understand their needs and present tailored IT solutions. Solution Design : Collaborate with technical teams to design and propose solutions that meet client requirements. Proposal Development : Prepare detailed proposals, including cost estimates, timelines, and technical specifications. Presentations and Demos : Conduct product demonstrations and presentations to showcase the value of proposed solutions. RFP / RFI Responses : Respond to Requests for Proposals (RFPs) and Requests for Information (RFIs) from potential clients. Technical Support : Provide technical support during the sales process to address client queries and concerns. Essential Qualifications, Training, and Experience : People Management : Over 10 years of proven experience in managing people, including coaching, mentoring, and developing teams. MSP Industry : Must currently be working in the Managed Service Provider (MSP) industry. Client / Account Management : Essential experience in client or account management, preferably within the IT industry. Operational Management : Over 10 years of experience in managing operational roles. Performance Management : Proven experience in managing performance. Project Coordination : Experience in coordinating, implementing, and monitoring projects and processes. Improvement Activities : Experience in identifying, assessing, and developing activities to drive improvements. Flexibility and Adaptability : Demonstrates the ability to be flexible, adaptable, and tolerant in a dynamic work environment while maintaining effectiveness and efficiency. Our ideal candidate : Decision Making and Communication : Exhibits strong decision-making abilities and excellent communication skills. Adaptability : Easily transitions between structured, process-oriented thinking and unstructured problem-solving. Relationship Building : Builds strong relationships and has the ability to influence others. Leadership and Coaching : Demonstrates strong leadership and coaching skills, empowering team members. Target Focused : Focused on managing and achieving SLA targets. Planning and Organizing : Possesses excellent planning and organizational skills. Motivation : Highly motivated and driven. Confidentiality : Capable of managing sensitive and confidential information effectively Skills : Sales Support Client Engagement Solution Design Technical Support MSP Industry RFP / RFI Responses