IT Service Support & Delivery Manager at Epson

Your mission:

• The IT Service Support and Delivery Manager will support the internal users (Epson employees) to ensure that IT assets (Hardware / Software) are used effectively and appropriately to add value to the internal users fit for their business activities. The role will also play a key part in supporting the Head of IT with facilitating the IT Idea and Demand Management process.
• This position is an individual contributor within the CISMETA regional IT team, with no people management responsibilities.

What you will do:

IT Service Support:

• Provide first and second-level technical support to end-users, addressing hardware, software, and network issues promptly and effectively.
• Troubleshoot and resolve IT incidents and service requests within agreed service level agreements (SLAs).
• Utilize ticketing systems to log, track, and document all support activities and resolutions.
• Collaborate with other IT teams to escalate and resolve complex technical issues.
• Maintain knowledge base articles and documentation to facilitate self-service support for end-users.
• Manage and optimise Microsoft Azure cloud infrastructure

Service Delivery Management

• Oversee the delivery of IT services to meet business needs and objectives.
• Define, measure, and report on key performance indicators (KPIs) related to service delivery, such as incident resolution time, service uptime, and customer satisfaction.
• Identify opportunities for service improvement and implement initiatives to enhance service quality and efficiency.
• Conduct regular service reviews with stakeholders to ensure alignment with business requirements.
• Develop and maintain service level agreements (SLAs) and operational level agreements (OLAs) with both internal and external service providers.
• Facilitate the IT Idea and Demand Management Process.

IT Infrastructure Management:

• Assist in the planning, implementation, and maintenance of IT infrastructure components, including servers, networks, and storage systems.
• Contribute to the development of IT policies, procedures, and standards to ensure security, compliance, and reliability.
• Monitor and optimize IT infrastructure performance, capacity, and availability.
• Coordinate with vendors and third-party providers to procure, deploy, and support IT hardware and software solutions.

User Training and Education:

• Develop and deliver IT training programs and materials to educate end-users on IT best practices, tools, and procedures.
• Foster a culture of self-service and continuous learning to empower end-users to resolve common IT issues independently.
• Provide personalized support and guidance to users to enhance their IT skills and productivity.

Management and Process Ownership Activities:

• Oversee and manage IT support and delivery KPIs.
• Oversee remote support management activities.
• Incident Management: Lead the incident management process to promptly address and resolve service disruptions, minimizing downtime and impact on business operations. Coordinate with technical teams and stakeholders to prioritize and escalate incidents as necessary, ensuring timely resolution.
• Problem Management:  Drive the problem management process to identify root causes of recurring incidents and implement permanent solutions to prevent future disruptions. Collaborate with cross-functional teams to analyze trends and patterns in incidents and proactively address underlying issues.
• Change Management:  Manage the change management process to assess, prioritize, and implement changes to the IT environment in a controlled manner.
• Ensure that changes are thoroughly reviewed, approved, and communicated to minimize risk and impact on service delivery.
• Service Desk Management: Oversee the service desk function to provide timely and effective support to end-users, resolving issues and fulfilling service requests.  Monitor service desk performance metrics and implement continuous improvement initiatives to enhance service quality and efficiency.
• Service Level Management: Define, negotiate, and manage service level agreements (SLAs) with clients and customers to ensure that service delivery meets agreed-upon standards and expectations.  Monitor SLA performance and take corrective actions as needed to maintain compliance and customer satisfaction.
• Supplier Management: Manage relationships with third-party suppliers and vendors to ensure that services and products are delivered according to contractual agreements and service levels. Conduct regular vendor reviews and performance evaluations to assess quality, reliability, and value for money.
• Financial Management for IT Services: Develop and manage budgets for service delivery operations, ensuring cost-effective allocation of resources and adherence to financial targets.  Monitor and analyze financial metrics to identify opportunities for cost optimization and efficiency improvements.
• Continuous Improvement: Drive a culture of continuous improvement within the service delivery organization, fostering innovation and efficiency in processes and practices. Implement best practices and industry standards (e.g., ITIL) to optimize service delivery and enhance customer satisfaction.

What we ask for:

• ITIL foundation certification required
• Knowledge of Desktop and MAC operating systems.  Must be capable of answering user queries and solving 1st line support problems. 
• Experience of distributing printing and scanning services
• Experience of supporting mobile and desktop telecoms
• Knowledge of Active Directory
• Proven experience administering and supporting Microsoft Azure cloud environments
• Knowledge of ERP systems
• Good communication skills, with the ability to explain technical issues to non-technical people
• Good customer service skills
• Fluent in English, written and verbal.