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Fairways is working closely with an industry leading IT & Cyber Security Provider based in central Scotland on their search for a newly created Service Delivery Manager to join their growing team.

Job Purpose

This role is to take complete ownership of all Technical Operations covering Helpdesk, Installation and Project functions within the business and to ensure Service Delivery is performed to the highest standard.  The role will require an individual who is a competent leader to effectively manage day to day operations as well as to drive improvements to achieve pre-defined strategic objectives.  Working closely with the Technical Director will be a large part of this role.

Main Duties and Responsibilities

  • Lead and Manage the national helpdesk support team
  • Liaise and communicate effectively with client contacts, stakeholder, contractors, internal business functions/departments and vendors
  • Identify customer needs quickly, accurately and efficiently to refer to technical team to allow them to deliver the right solution
  • Analyse, manage and report on Service Delivery KPI’s and metrics ensuring these are met
  • Improve overall efficiency and effectiveness of dealing with customer support
  • Provide ongoing administrative tasks
  • Build, develop and maintain customer relationships
  • Develop and continue to build the technical teams including reporting on future needs ahead of time
  • Implement, manage and maintain standards such as ITIL
  • Orchestrate the Cyber Incident Response Operation

Skills Required

  • A minimum of Level 2 technical support experience
  • You must have a service delivery proven track record
  • Excellent leadership skills with experience gained from working within a similar management role
  • Be able to motivate and support your team members and to develop them
  • You will be a strong communicator with the ability to grasp and understand technical detail and convey this easily
  • Excellent verbal and written communication skills
  • You will contribute to and support an engaging, open and positive team environment
  • Ability to work in a very fast-paced environment
  • Exceptional organisational skills
  • Flexible with an infectiously positive, bubbly attitude
  • Excellent attention to detail
  • Ability to rapidly build rapport with both customers and colleagues
  • Ability to remain calm in an often pressurised and stressful environment and to act promptly and decisively when problem solving
  • Experience in Cyber Security would be advantageous but not necessary


28 days holidays