About you:

Reporting directly to the CHS Head of Service Delivery and working as part of a dedicated team of IT professionals that offer the very highest level of service delivery and customer service to a range of business and support teams based in multiple locations across the UK and our overseas offices.

During the delivery of the services the CHS Head of Service Delivery and the CHS Service Delivery Manager are in regular contact with each other to ensure that the level of service is maintained to the highest level and any issues are escalated and managed according to agreed procedures.

The SDM will be responsible for ensuring the service delivered to a portfolio of key clients alongside other SDMs.

This will be mainly a customer facing role working with key contacts within Legal and Accountancy firms to ensure that a quality level of service is maintained primarily around the Service Desk and Cloud Desktop services.

Key aspects of the role will include, but are not limited to:

• Reporting to the CHS Head of Service Delivery with any issues of escalation, information or significant requests and achievements
• Ensuring that the Services are provided to the business and customers in accordance with the Key Performance Indicators (KPI’s)
• Ensuring that key processes, such as Problem Management, Escalation, Change Management and Service Reporting are documented and used by CHS 
• Ensuring that reports on the Service are produced on time and to an agreed standard
• Arranging and attending Service Review Meetings and other meetings as appropriate
• Managing any other roles falling under SDM and/or ITIL related functions. Will provide a point of escalation for priority service issues
• Manage and responsible for the CHS ITSM platforms
• Being proactive in the dissemination of service delivery information and receipt of feedback from the User community
• Managing the teams and ensuring adequate resources and training are available to maintain the standard of service provided.
• Assist management of any major incidents and priority escalations
• Providing expertise from their specialist areas when requested to do so
• Pro-actively seeking ways to ensure continuous improvement initiatives and ideas are acted upon
• Manage and responsible for the Customer Satisfaction (CSAT) process
• Contributing to the monthly and any ad-hoc service reports.

Required Experience:

• Ideally 5+ years’ experience working in a corporate IT environment, a thorough understanding of service management, with at least 2 years demonstrable success in a service management role using the ITIL Framework.
• It is expected that the successful candidate will have previously worked within an ITIL aligned IT service Team – Beneficial to have worked either internally in a Law Firm or within another managed Service Provider.
• Extensive experience of working closely with clients and demonstrable evidence of building sound client relationships.
• Experience in negotiating Service Level Agreements, support contracts and 3rd party contracts.
• Sound understanding and significant experience of the day-to-day management of service delivery.
• Excellent communication skills including formal presentations.
• Proven ability to manage and motivate team members and lead by example.
• Demonstrable awareness of business and operational environments into which solutions have been delivered.
• Highly flexible (including willingness to occasionally work away from home base).

What does Access offer you?

We are a growing software company and we deliver on what we say we do! We take the development of our people very seriously! We will work with you to carve out your success plan and an opportunity to accelerate your career and make a real difference.

In addition to our standard benefits of 25 days holiday, a match contributory pension and healthcare you will get:  

• A Competitive Salary
• Giving Back/Charity days
• Quarterly Socials
• 6 weeks Sabbaticals (after 6 years of service)
• The Access Group Big Break: our all-expenses paid holiday to Spain