Position: IT Service Delivery Manager
Company: MakeDeal
Category: Sysadmin
Experience required: 5y
English level: upper
Published: 2023-09-01T00:00:00+03:00

We are looking for a motivated, organised, focused IT Service Delivery Manager to lead a Corporate IT team. As our business continues to scale, you will drive a geographically distributed business to lead efficiencies through a combination of automation and better processes. At the core of your professional identity is a passion for tactical problem solving as well as strategic planning, strong leadership skills to support your team as they problem-solve daily requests across the organisation, and a data driven approach to measuring delivery. 

About us
FreySoft is a rapidly growing team of IT professionals passionate about helping companies to boost their businesses all over the world. We work both with start-ups and existing technology-based companies. Our major task is to maximize the potential of the client’s business and get the best results in performance.

In this role, you will have the opportunity to engage in a wide variety of responsibilities from business process consulting, solutions documentation, and technical implementation.

About the role - what you will do:
- Our customer provides a high-quality compliance and fraud solution. Security should be a top priority in all IT activities.
- Establish and manage the people, processes and technology that will enable our teams to work effectively and securely with their laptops, desktops and mobile devices.
- Run the Corporate IT Helpdesk function that is responsible for technical support, troubleshooting and problem resolution
- Manage asset lifecycle management of IT endpoints and technologies, including Mac, Windows and Ubuntu
- Manage Google Workspace & Chrome:
  - Google is our default toolset for collaboration and productivity; ongoing management of this environment is essential to maintain consistency across 
  - Google Workspace is used across the organisation for mail, calendar & online meetings, collaboration (ie docs, sheets, slides), and productivity
  - Google Chrome is our default browser
Manage Atlassian - Jira & Confluence:
  - Jira & Confluence are our engineering collaboration toolset
  - Jira Service management is broadly used across the organisation to track service requests for operational efficiency and SOC2 compliance
- Manage the IT onboarding/offboarding processes for 
- Joiners/Movers/Leavers as you welcome/offboard employees in a professional and efficient manner
- Establish ITIL-based practices and SLA’s for helpdesk operations that meet business requirements. Establish dashboards to report on IT trends and potential training opportunities to further improve efficiencies across the organisation
- Work with information security to ensure continued compliance with auditing requirements as required, including ISO 27001 best practices
- Responsible for company-wide IT communications; deliver professional correspondence to keep end-users well-informed of relevant IT activities such as system upgrades/migrations/outages, new processes, etc
- Champion and promote IT as an enabling function to facilitate and accelerate IT standards across the organisation

The ideal candidate - must have:
- Tech company background, or organisations with a reasonable software development capability in a high performing scale-up organisation
- Strong organisational and strategic management skills, working closely with the vendor management team for business planning and forecasting, coaching, team building, and conflict resolution
- Good communication skills, with the ability to engage using appropriate language at all levels of the organisation
- Experience with Google Workspace, including administration of users, groups and services, as well as experience configuring and managing Google Meets video-conferencing hardware
- Experience with delivering service desk / IT helpdesk services. Hands-on experience managing and supporting Jira Service Management
- Laptop provisioning for Joiners/Movers/Leavers and Google Endpoint Management
- Strong organisational and strategic management skills, working closely with the vendor management team for business planning and forecasting, coaching, team building, and conflict resolution
- Ability to resolve issues and achieve consensus, engaging with all stakeholders to reconcile differences
- Focus on delivery while balancing competing priorities and supporting team members
- Strong technical understanding of 2 of 3 of Linux, Mac and Windows desktop operating systems
- Knowledge of information security and secure service delivery
- Good communication skills, with the ability to engage across a wide range of users and skillsets
- Proven experience working in IT delivery roles

The ideal candidate - nice to have:
- Experience with Zapier for integration of web applications and workflow automation. We use a broad range of SaaS services and tools (ie Salesforce, Hibob, Atlassian); automating mundane, repetitive tasks drives efficiency across the organisation
- Strong technical understanding of managing Chrome and ChromeOS endpoints

What’s in it for you?
At Freysoft, we are dedicated to nurturing your development and prosperity. 
We provide a wide range of advantages and rewards designed to attract exceptional talents such as yourself, including:
- Competitive compensation based on your experience and expertise.
- Genuine opportunities for both financial and professional career advancement.
- Comprehensive benefits package.
- Collaborative teamwork with a group of highly skilled professionals in a dynamic IT setting.
- Flexible working hours.

We eagerly await your response!