Company Overview
Saint-Gobain designs, manufactures and distributes materials and solutions for the construction, mobility and industrial markets. Developed through a continuous innovation process, our integrated solutions provide sustainability and performance in daily life, addressing the renovation of public and private buildings, light construction and the decarbonization of construction and industry. In this way, we contribute to reducing carbon emissions, leveraging resource efficiency and increasing circularity. Saint-Gobain believes in progress and seeks to be a game-changer that improves individual and collective health and wellness. We are convinced that the solutions that meet everyone’s essential needs and allow us to live better together, without jeopardizing future generations, are still to be invented.
Join Our Team as a Service Delivery Manager!
Are you ready to take the lead in delivering exceptional IT support and making a real difference in the world of service management? If you have a passion for technology, a knack for problem-solving, and a desire to create amazing customer experiences, we want you on our team!
The Role
This role sits within Saint Gobain professional services part of the IT & Digital team. Based in East Leake with occasional travel to customer sites.
We believe that technology should empower people, not hinder them. Our vibrant team provides top-notch IT support and ensures our users have the best experience possible. We pride ourselves on our collaborative spirit and innovative approach to service delivery.
What You’ll Do
As the Service Delivery Manager (SDM) for our Service Desk, you will be the heartbeat of our IT support operations! Your mission will be to oversee all services and staff associated with the first line of IT support. Here’s what you can look forward to:
- Lead the Charge:Manage and inspire our Service Desk team to provide outstanding support and service to our end users.
- Process Innovator:Develop and refine user-facing processes that make IT support seamless and enjoyable for everyone.
- Quality Champion:Maintain high standards in every interaction between our users and the IT Service Desk, ensuring a smooth and efficient service experience.
- SLA Superhero:Ensure SLAs are met or exceeded by the teams and implement service delivery plans where SLAs fall below expected levels.
- Asset Management Advocate:Ensure that Asset Management processes are in place to keep the Configuration Management Database (CMDB) up to date, ensuring data accuracy and effective use throughout the ITSM system (ServiceNow) at various stages of the ITIL Service lifecycle.
- Communication Maestro:Act as a key player in managing communication channels and minimizing disruptions, ensuring that our services are always aligned with agreed service levels.
Who You’ll Need
- A strong background in service management, ideally in an IT support environment.
- Excellent leadership and team management skills.
- A passion for enhancing user experiences and streamlining processes.
- Great communication abilities to engage with both technical and non-technical stakeholders.
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