Service Delivery Shift Supervisor

Company : Thrive

Job Type : Full Time

Nottingham, Mansfield

Number of Applicants

000+

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Job Description - Service Delivery Shift Supervisor

About Us:
Thrive is an innovative technology solutions provider focused on Cyber Security, Microsoft/Office 365, Hybrid Cloud, Global Network Management, Disaster Recovery, and traditional Managed Services. Our corporate culture, engineering talent, customer-centric approach, and focus upon NextGen services help us stand out among our peers. Thrive is on the look-out for individuals who don’t view their weekdays spent at ‘a job’ but rather look to develop valuable skills that ignite their passion and lead to a CAREER. If you’re attracted to a work hard, play hard environment and seek the guidance, training, and experience necessary to build a lucrative career, then welcome to THRIVE!
Position Overview:
As a Service Delivery Supervisor, the ideal candidate will be responsible for process ownership, case management, and quality of services delivered by a support group and will report directly to a Service Operations Manager. This person should have leadership background or ambition, combined with customer service & minor technical expertise. A problem-solving attitude with an ability to motivate a team to achieve specific measurable KPI’s and performance goals. Ultimately, they should be able to ensure a positive and constructive environment while holding team members accountable to services delivered.
Primary Responsibilities:

Ensure team is working toward departmental goals & SLA KPIs in the most efficient and effective manner
Maintain case visibility across business functions and ensure accountability to service standards
Work closely with Service Operations Managers to ensure cases are handled per Thrive standards
Uphold procedural requirements related but not limited to: prioritization, communication, documentation, and escalations
Identify & communicate to Service Ops Manager opportunities for coaching
Reinforce training on service delivery process & standards
Adjust priorities and balance responsibilities in a fast-paced environment to help engineers prioritize tasks appropriately
Available to work outside of standard hours when necessary and possibly as part of on call rotation if applicable
Field client escalation calls & assist with other general escalations
Ensure ownership & accountability of high priority Incidents
Other duties as required

Qualifications:

Bachelor’s Degree in Information Technology or related discipline preferred, or equivalent combination of education and relevant work experience
1-3 years of managerial experience; call center or managed services experience preferred
Technical subject matter expert on MSP products as they relate to Thrive’s service catalog
Experience managing complex projects, clients, partners, and organizations
ITIL certification and practice preferred
Proven experience managing remote resources
Strong written and verbal communication skills

Original job Service Delivery Shift Supervisor posted on GrabJobs ©. To flag any issues with this job please use the Report Job button on GrabJobs.

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Service Delivery Shift Supervisor

Job Description - Service Delivery Shift Supervisor

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