Service Delivery Manager
Good Energy
£38,000-£45,000
Chippenham
IT
Role
Application Deadline
November 24, 2024
November 24, 2024
Department
Technology
Employment Type
Permanent - Full Time
Location
Chippenham, Wiltshire
Workplace type
Hybrid
Compensation
£38,000 - £45,000 / year
Reporting To
Duncan Palmer
No day will be the same - here are some of the highlights
No day will be the same - here are some of the highlights
You’ll lead and manage our Service Desk team, identifying trends in user-reported issues, while providing guidance and mentorship to improve team performance. With a strong focus on customer service, you’ll also handle escalations and drive continuous improvement.
You’ll lead and manage our Service Desk team, identifying trends in user-reported issues, while providing guidance and mentorship to improve team performance. With a strong focus on customer service, you’ll also handle escalations and drive continuous improvement.
As our Incident Manager, you'll act as the key communicator between IT and the wider business, ensuring smooth operations and overseeing IT asset management, procurement, and auditing processes.
Accountabilities:
Accountabilities:
- Lead the Service Desk team, focusing on coaching, development, and managing escalations.
- Monitor service desk software and identify trends in support tickets.
- Manage IT assets, including refresh cycles, procurement, budgeting, and hardware deployment (e.g., laptops, tablets, phones).
- Oversee IT asset management and procurement, including hardware and software deployments (e.g., Windows 11).
- Act as the Incident Manager and main contact for IT audit requirements.
- Create and maintain end-user support and training documentation.
- Participate in new projects, infrastructure improvements, and system upgrades.
- Collaborate with the wider IT team to meet shared goals and deliver seamless services.
- Occasionally engage in manual handling to support IT asset management (adjustments can be made for candidates if required).
- Advocate for and model the Good Energy culture, promoting customer-centric thinking in all interactions.
- Ensure effective communication with internal and external stakeholders.
- Contribute to managing business risk related to IT operations.
- Play an active role in driving team performance and achieving organisational objectives.
What you'll need to succeed
As a capable IT leader you will be able to set the standard for your team to follow, and continuously improve performance of the Service Desk. You will be organised and methodical & you will need to support long running projects like laptop refreshes, with the technical advancements delivered by the wider IT Operations team, regularly seeking out improvements required by our users.
Essentials:
- Desire to lead and develop a team of Service Desk engineers
- Comfort engaging with the wider business to understand needs and support with problem resolution
- Organisation, with great attention to detail and the ability to balance short and long-term objectives
- Exposure to the configuration of things like Group Policy and MDM
- A self-starter who wants to get stuck in, understand what already exists and identify improvements
- Able to learn from and share your knowledge with the wider team to support the overall IT function
- Comfortable working both remotely and in the office, engaging on escalations and direct with customers in a timely manner to resolve tickets. Wednesdays are a whole team office day, but there is a Service Desk presence every day and you will be required to attend the office more than one day a week to effectively lead your team
Desirables:
- ITIL and any other relevant IT qualifications
- App Support experience
- Exposure to Compliance and Information Governance in a regulated environment
- Familiarity with Office 365 administration, configuration, and security especially Defender ATP
- Entra ID, Group Policy, Exchange OnPrem/Online, PowerShell, IPSEC, patching and VPN config
- Knowledge of data, information and cyber security principles and practises
- Involvement in BCP and DR planning and implementation
If you're passionate about IT leadership, enjoy working in a fast-paced environment, and are committed to delivering excellent customer experiences, we’d love to hear from you!
Benefits you can rely on
Great allowances for hybrid working:
🏡 £500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.
🚆 £500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.
🏡 £500 work from home allowance - an annual allowance paid monthly alongside your salary to support with working from home costs.
🚆 £500 travel allowance - an annual allowance paid monthly alongside your salary to support with travelling to work costs.
📖 £500 annual development allowance: To spend on your chosen development area, whether that’s in your current role, or future roles.
🎁 15% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.
🎁 15% annual bonus: company-wide bonus scheme designed to reward collective teamwork and delivery of results across the whole business.
🌞 Holiday: 25 days annual leave, a day off for your birthday, additional days leave for long service, plus bank holidays. You’ll also have the option to buy additional leave, allowing for a better work-life balance.
💸 Ethical Pension with Aviva: Good Energy offers an ethical pension plan provided by Aviva, with employer-matched contributions up to 7.5% of your base salary.
See more of our benefits here.
About Good Energy
We’re Good Energy. Our aim is to help one million homes and businesses to cut their carbon by 2025 – by becoming a one stop shop for everything green…
We provide 100% renewable electricity bought directly from our community of 2000 independent renewable generators. We install heat pumps, an essential tool for getting homes off gas. We support customers to generate and store their own power, by installing solar panels and battery storage. We also develop innovative tariffs to pay small generators fairly for what they export; and to get households involved in balancing the grid too.
If you’re ready to make combatting the climate crisis your job, and believe in our values of being, fair, straightforward, focused, and inclusive; then we want to hear from you. Let’s power a cleaner, greener future together.
Find out more about what makes us different here.
Our Commitment
We're a Committed Member of Inclusive Employers and value people’s differences - we recognise the strength that they give us. We work hard to be a supportive community where everyone has equal opportunities and we encourage applications from people irrespective of background, circumstances, age, disability, ethnicity, religion or belief, gender identity or sexual orientation.
Where are we?
Our office is based in Chippenham, Wiltshire and is conveniently located near the train station, providing green travel options for travel, as well as fast connections to Bristol, Bath, Swindon and London. The office is fully accessible, allowing everyone to participate fully in their working lives regardless of any mobility challenges.
We promote work-life balance and flexibility through hybrid working, which combines both remote and office work. It provides our people with the opportunity to tailor their work schedules to suit their individual needs and preferences while maintaining productivity and engagement.