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Service Delivery Manager

Salary: Competitive, based on experience

We are looking for a proactive Service Delivery Manager to be based in our Bellshill headquarters.

As the Service Delivery Manager, you will provide the interface and communication between the Customer and the NVT Group, you will represent the business on change, incident management, communication, request fulfilment, risk and reporting etc. You will also demonstrate that you are knowledgeable about the customers’ business and IT function and bring this knowledge to the Service Operations within the organisation.  This role will provide you with a large breadth of scope being able to work with a level of autonomy allowing you to shape the role.

Main responsibilities include:

  • Providing support for the on-boarding and early engagement of new services and customers
  • Providing support for exploitation of our proprietary toolset
  • Owning the operational risks and issues process within Service Operations
  • Supporting delivery of growth on the account
  • Providing overall service to Applied Intelligence and delivering service in line with budgets
  • Ensuring that the customer receives the highest level of service from the Service Operations team and suppliers
  • Managing customer expectations and communications for the necessary customer organisation and acting as a change agent within the Service Operations team
  • Driving customer satisfaction and service improvement initiatives
  • Maintaining a working knowledge of projects and change programs both in the pipeline and in delivery with respect to the specific customer organisation
  • Attending change management meetings to ensure that customer impact of proposed changes are properly assessed and understood prior to approval
  • Responding to and managing customer requests for information/support or complaints
  • Representing the customers on Major Incident and Service Continuity Restoration teams and bring an understanding of customers business and technical environments to these forums
  • Ensuring that service measures adequately and accurately reflect customer experience
  • Liaising with the accounts team to ensure that all contract billing is on time and accurate

The successful candidate will have a good understanding of end user services, telephony, networks and hosting services provided internally or by 3rd party vendors.  They will have a strong understanding of Service Operations, IT and ITIL.  They will be ITIL qualified (Foundation as a minimum, Practitioner preferred).

To be successful in this role, you should be able to interact and build relationships with Clients & senior management and understand the needs of the client’s business environment.  You should be able to work with very senior customers and their Executive Assistants.  You should have the ability to deliver service leadership across all IT services by influencing NVT Group and supplier staff.  You will have strong communication skills and be able to talk in non-technical language. You must be motivated to drive activities to conclusion with a strong customer focus.

TO APPLY, USE THE REPLY FORM AT THE BOTTOM OF THE PAGE TO SEND A CV and covering letter to Graeme Muir, Group Operations Director.


Service Desk Manager

Salary: Competitive, based on experience

The role of Service Desk Manager is to provide IT Leadership for the Service Desk Team, as well as Deliver Technical Support and Escalation Management.

The Service Desk Manager will:

  • Ensure a high degree of customer satisfaction and SLA adherence for all work undertaken.
  • Ensure the Service Desk Team capabilities and capacities are optimised for service demands.
  • Ensure the Service Desk team approach all work with a can do attitude that recognises the clients expectations.
  • Ensure the Service Desk team take ownership for and complete to resolution all support requests in a timely and proactive manner.
  • Ensure technical knowledge, accreditation and certification as required by the company is maintained.
  • Hold personally the technical, management and team leadership skills to take ownership of resolution where necessary
  • Contribute regular updates to knowledge base documents for support purposes.
  • Perform remote troubleshooting and diagnosis using remote support tools
  • Provide accurate diagnostics and creative solutions to customer problems whilst adhering to best practice and operational process
  • Present regular reporting to Management colleagues

The successful candidate will have a broad knowledge of ICT infrastructure technologies, along with an extensive knowledge of the standard Microsoft platforms and applications, including Office 365.  They will have the ability to analyse, troubleshoot and diagnose issues and be able to resolve incidents while providing a high degree of customer satisfaction. They will bring leadership, technical mentoring and team building capabilities to the role.

REQUIRED EXPERIENCE: Previous Service Desk Management experience working in a similar role/environment where clients may log a wide variety ICT issues and problems. The Service Desk Manager is expected to have at least 5 years management experience.  Sound understanding of ITIL Service Management in particular Incident Management & Problem Management.

TO APPLY, USE THE REPLY FORM AT THE BOTTOM OF THE PAGE TO SEND A CV and covering letter to Graeme Muir, Group Operations Director.


Head of Programme Management Office

Salary: Competitive, based on experience

The Programme Management Office is the hub for projects within NVT Group.

The role of Head of Programme Management Office is to support the Programme Management Office Team and includes tasks such as:

  • tracking the status of programme deliverables and milestones;
  • supporting the adoption of the project lifecycle and deliverables;
  • programme level risk and issue co-ordination;
  • monitoring the status of projects transitioning into normal service;
  • co-ordination of the regular project and programme level reporting cycles;
  • co-ordination of project governance arrangements, post project reviews and programme level workshops

We are looking for someone who is effective in unifying and creating teams of people with disparate skills.

That person should be courageous and decisive, should be able to prioritise effectively, be energetic, determined, positive, goal focused and consistent, even under pressure.  They should build trust and demonstrate integrity in all circumstances.

If you are thinking of applying, you should have a degree (or equivalent), as well a Prince2, MSP or P30 qualification.  You should have experience of programme co-ordination or have exposure to the end-to-end project lifecycle (or managing substantial parts of the project lifeycle).

TO APPLY, USE THE REPLY FORM AT THE BOTTOM OF THE PAGE TO SEND A CV and covering letter to Graeme Muir, Group Operations Director.


Service Desk Analyst

Salary: Competitive, based on experience

The Service Desk Analyst will provide IT support to an established customer base.

The successful candidate will have a wide knowledge of ICT technologies, along with an extensive knowledge of the standard Microsoft platforms and applications, including Office 365.  They will have the ability to analyse, troubleshoot and diagnose issues and be able to resolve incidents while providing a high degree of customer satisfaction.

Responsibilities range from the completion of 1st time fixes, desktop support, network support, server support including client account administration, through to managing Office 365 subscriptions and services.  Responsibilities also include contributing regular updates to knowledge based documents, remote troubleshooting and diagnosis using remote support tools, liaising with customers so that queries are answered and problems are solved.

Applicants should be secondary/high school qualified with a relevant technical qualification, required certifications and at least 2 years relevant work experience.  They should have previous desktop support experience (minimum 2 years), a sound understanding of ITIL and service management methodologies.

A sound understanding of infrastructure technology including servers, databases and networks is fundamental for this role.  Experience in Active Directory, Office 365 and Windows Server technologies is essential.

TO APPLY, USE THE REPLY FORM AT THE BOTTOM OF THE PAGE TO SEND A CV and covering letter to Graeme Muir, Group Operations Director.


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NVT GROUP IS AN EQUAL OPPORTUNITIES EMPLOYER.  We welcome applications from all people, irrespective of sex, gender, age, disability, religious beliefs and sexual orientation.  All applications will be assessed equally on merit and any salaries offered will be based on experience.

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