About the job
The Service Delivery Manager position at LAB3 is an exciting opportunity to lead a dynamic L1/L2 Service Desk and ITSM function. This job plays a crucial role in ensuring exceptional support outcomes for clients and internal teams, focusing on continuous improvement and customer satisfaction. The team thrives on collaboration, innovation, and a client-first mindset, making it a great fit for those passionate about service excellence.
You'll be responsible for
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Leading the Service Desk Team
Lead, coach, and develop a high-performing, customer-first Service Desk and ITSM team to ensure exceptional support outcomes.📈
Managing Ticket Performance
Own ticket performance, SLA/KPI adherence, reporting, and service quality across all queues to meet or exceed targets.🔄
Driving Continuous Improvement
Analyse ticket trends, identify risks, and drive practical service improvements with internal teams to enhance customer experience.Key criteria
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Service desk management experience
Proven experience managing L1/L2 service desk operations.View
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Data analysis skills
Demonstrated ability to analyze data for service improvement.View
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ITIL certification
Comprehensive understanding of ITIL frameworks with certification.View
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