The Opportunity
Our client within utilities is seeking a results-driven Service Delivery Lead to enhance the performance of their IT service desk. Whilst they are seeking someone with a ITIL/Service desk background, this role is purely focused on team development and overall performance enhancement.
The Role
As the Service Delivery Lead you will be responsible for designing and implementing business strategies to improve service delivery, focusing on call resolution times, customer satisfaction, and operational efficiencies. Your responsibilities will also include:

Leading and managing a team of six to drive performance improvements.
Conducting performance reviews, fostering leadership and service management skills.
Implementing metrics and data-driven strategies to exceed service level goals.
Improving customer satisfaction by optimizing service delivery processes.
Collaborating cross-functionally to elevate service desk standards and operational efficiency.
Managing vendor relationships, negotiating contracts and ensuring service quality.

About You
In order to be a successful applicant you will have a proven ability to lead and implement data-driven strategies to exceed service level goals. You will also have:

Strong people leadership skills with the ability to manage multiple reports, including improving individual performance
Experience uplifting Service Desk capability within medium-large environments
Commitment to enhancing customer service and operational excellence.
Demonstrated attention to detail and adherence to best practices in service management.
Excellent communication skills.

Benefits

Permanent role
Competitive salary super 15% bonus (performance based)
Work in a highly engaging and collaborative team

Please apply by upload your current resume in Microsoft Word format only (.doc or .docx). If you would like to have a confidential discussion, please contact Helena Patterson on , quoting reference JN -. Want to know more about Davidson? Visit us at www.davidsonwp.com