Job Introduction

Turning Point has an exciting opportunity for an experienced IMT Service Delivery Manager to join our team.

As a leading social enterprise and backed by Turning Point’s experience over 55 years, we are driven to provide the highest quality of care and support to some of the most vulnerable people in our society and our digital platforms are key to see the potential of people and empower them to make the changes needed to live life well.

Role Responsibility

You will be responsible for day-to-day management of the End User Services (EUS) team ensuring that incidents and requests are resolved effectively and in line with the Service Catalogue. You will ensure that problems are managed in alignment with the business requirements and that customer expectations are managed with clear communications to all stakeholders.

You will ensure meaningful KPIs are in place to effectively manage the performance at both the individual and team level, applying keen analytics to data to provide insightful reports to the Central Delivery Manager.

Acting as the overall escalation point for IMT queries from stakeholders at all levels of the business, communication and management of these key stakeholders is crucial.

You will work closely with the Central Delivery Manager to implement strategic recommendations from Continual Improvement analysis, as well as feeding data and recommendations into that process where appropriate.

The Ideal Candidate

The successful candidate will have at least 3 years’ experience of managing a IMT service delivery team and be confident in their technical and management capabilities. You will also  have experience of delivering IMT customer service in a range of fast-moving environments and be ITIL4 qualified.

You will also need to have:

• demonstrable experience of managing Incidents, Problems, Requests, Knowledge, Change and Configuration
• technical knowledge TCP/IP, DNS, Active Directory, LAN, Windows. Microsoft Office/ Office 365
• excellent proven people management skills, including coaching and development
• demonstrable experience of trend analysis and reporting for the purposes of continuous service improvement and performance management
• have broad technical knowledge of technology solutions and be customer service driven
• have excellent written and oral communication skills

About us

As a leading health and social care provider with more than 300 locations across England, we take real pride in the services we offer.

We run all of our services on a not-for-profit basis; instead, we invest every penny back into our services and people. We never stop believing in change for the better, and we work constantly to improve the lives of the people we support.

What Benefits Will I Receive?

We know reward looks different to each person and so whether its ways to make your money go further, a culture supporting recognition and celebration, or opportunities to boost your career – we want to support you in every way we can with our total reward package that includes:

• Comprehensive learning and development opportunities so we can invest in your future – we’re proud to have a silver accreditation from Investors in People. Choose from our range of courses to gain recognised qualifications
• 31 days’ paid holiday a year, increasing with each year of service up to 33 days. Plus the option to buy or sell additional holidays and spread the cost
• An exclusive discounts hub for TP colleagues, to help make your money go further – including high street shopping, pubs and restaurants, mobile phones, gym memberships, and much more. You’ll also have access to the Blue Light Card, for even more discounts and savings!
• Flexible working solutions to support your work-life balance
• Life Assurance of up to 3x annual salary and a competitive Pension Scheme to support your savings and security
• Access to our Rightsteps Therapy service – free, confidential telephone based counselling sessions, access to an online wellbeing platform, and a Financial Education hub to support your total wellbeing
• A 24/7 Employee Assistance Programme including a Digital GP, legal advice and more – all free to you and your immediate family
• Recognition awards to recognise colleagues’ inspirational work and dedication, as well as Long Service bonuses to celebrate your commitment to us
• Flexible benefit options including a Cycle to Work scheme and interest-free Season Ticket Loans
• A £300 bonus if you successfully refer a friend as a new colleague through our Refer a Friend scheme, as a thanks from us!

We reserve the right to close this advert early if we are able to appoint to the vacancy before the advertised closing date. 

Turning Point