Boxxe Group
Hemel Hempstead, Hertfordshire
Service Delivery Manager (6 months Fixed Term Contract) Hemel Hempstead, England, United Kingdom For us, tech has never been about just hardware or software. It's about people. It's our meaningful relationships, deep expertise and practical know how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference. At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human. This role sits within the Boxxe Group, specifically CAE. While the position is advertised under Boxxe, the successful candidate will work in a hybrid arrangement, primarily based at CAE's headquarters in Hemel Hempstead. As a Service Delivery Manager, your mission is to ensure the seamless delivery of high quality services to CAE's contract customers by overseeing key functions within the Service Department. You will own the performance of assigned contracts, working closely with the Service Desk and NOC to drive service improvements and enhance profitability. This customer facing leadership role involves managing expectations across the business, leading Service Delivery Analysts, and supporting a wider portfolio of accounts while retaining ownership of all service deliverables for your customers. Additionally, you will manage embedded Service Desk teams within nominated accounts, ensuring service performance and continuous improvement remain at the forefront of operations. What you'll be doing Own Managed Service Contract performance and ensure CAE NOC/Service Desk meets contractual and customer expectations. Manage Request, Change, and Escalation processes; drive accurate reporting and service improvements. Define, negotiate, and monitor SLAs; investigate breaches and implement corrective actions. Lead major incident communications and coordinate resolution efforts. Act as primary escalation point for customer IT issues; build strong relationships with service owners and customers. Oversee Service Delivery teams (NOC/Service Desk) to ensure compliance with processes and methodologies. Champion service considerations in projects to minimize impact on contracts. Conduct regular Service Delivery performance reviews with customers and document actions. Review and monitor change requests; attend CAB meetings as needed. Provide accurate management reporting and maintain effective cross team communication. Line manage Service Delivery Analysts and embedded Service Desk teams, including PDRs and skill development. Implement best practice Service Desk support function and support service transition for new or enhanced contracts. Ensure customers understand service scope and provide accurate service information to operations. Assist Account Director with contract renewals and identify new service opportunities What experience we think you'll need Understanding of IT outsource Services Strong understanding of ITIL, particularly Service Improvement. Proven ability to analyze data and implement performance improvements pragmatically. Understanding of sales cycles and their impact on service delivery. Broad knowledge of IT technologies (Networking, Server, Storage, Desktop). Experienced Service Management professional with a track record in large scale environments. Previous experience as a Team Lead or Manager, or demonstrable ability to lead virtual teams. Skilled in managing third party vendors and services. Expertise in incident management, escalation procedures, and related disciplines. Excellent leadership and people management skills. In depth knowledge of ITIL disciplines. At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact, encouraging inclusive working environments, and trading ethically. Everyone at boxxe is responsible for considering the impact of their actions on the environment and for reducing our carbon footprint through embracing Work from Anywhere (in the UK) principles, minimising travel by using virtual technology and adopting sustainable practices. Boxxe embraces diversity. As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.
Service Delivery Manager (6 months Fixed Term Contract) Hemel Hempstead, England, United Kingdom For us, tech has never been about just hardware or software. It's about people. It's our meaningful relationships, deep expertise and practical know how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference. At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human. This role sits within the Boxxe Group, specifically CAE. While the position is advertised under Boxxe, the successful candidate will work in a hybrid arrangement, primarily based at CAE's headquarters in Hemel Hempstead. As a Service Delivery Manager, your mission is to ensure the seamless delivery of high quality services to CAE's contract customers by overseeing key functions within the Service Department. You will own the performance of assigned contracts, working closely with the Service Desk and NOC to drive service improvements and enhance profitability. This customer facing leadership role involves managing expectations across the business, leading Service Delivery Analysts, and supporting a wider portfolio of accounts while retaining ownership of all service deliverables for your customers. Additionally, you will manage embedded Service Desk teams within nominated accounts, ensuring service performance and continuous improvement remain at the forefront of operations. What you'll be doing Own Managed Service Contract performance and ensure CAE NOC/Service Desk meets contractual and customer expectations. Manage Request, Change, and Escalation processes; drive accurate reporting and service improvements. Define, negotiate, and monitor SLAs; investigate breaches and implement corrective actions. Lead major incident communications and coordinate resolution efforts. Act as primary escalation point for customer IT issues; build strong relationships with service owners and customers. Oversee Service Delivery teams (NOC/Service Desk) to ensure compliance with processes and methodologies. Champion service considerations in projects to minimize impact on contracts. Conduct regular Service Delivery performance reviews with customers and document actions. Review and monitor change requests; attend CAB meetings as needed. Provide accurate management reporting and maintain effective cross team communication. Line manage Service Delivery Analysts and embedded Service Desk teams, including PDRs and skill development. Implement best practice Service Desk support function and support service transition for new or enhanced contracts. Ensure customers understand service scope and provide accurate service information to operations. Assist Account Director with contract renewals and identify new service opportunities What experience we think you'll need Understanding of IT outsource Services Strong understanding of ITIL, particularly Service Improvement. Proven ability to analyze data and implement performance improvements pragmatically. Understanding of sales cycles and their impact on service delivery. Broad knowledge of IT technologies (Networking, Server, Storage, Desktop). Experienced Service Management professional with a track record in large scale environments. Previous experience as a Team Lead or Manager, or demonstrable ability to lead virtual teams. Skilled in managing third party vendors and services. Expertise in incident management, escalation procedures, and related disciplines. Excellent leadership and people management skills. In depth knowledge of ITIL disciplines. At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact, encouraging inclusive working environments, and trading ethically. Everyone at boxxe is responsible for considering the impact of their actions on the environment and for reducing our carbon footprint through embracing Work from Anywhere (in the UK) principles, minimising travel by using virtual technology and adopting sustainable practices. Boxxe embraces diversity. As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.
Boxxe Group
Hemel Hempstead, Hertfordshire
Hemel Hempstead, England, United Kingdom For us, tech has never been about just hardware or software. It's about people. It's our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference. At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human. How you'll fit in to the big picture We are looking for a skilled professional to manage systems and infrastructure for boxxe's managed customers while adhering to ITIL V4 best practices. You will deliver outstanding customer service, ensure system availability through proactive configuration and maintenance, and support incident, problem, and change management processes. Continuous professional development is encouraged to strengthen your IT expertise and support our diverse range of managed services. What you'll be doing Provide support for customer needs by addressing incidents reported through ticketing systems and telephone within contracted SLAs. Proactively manage incidents, major incidents, problems, requests, and changes. Raise and progress RFCs within the Change Management process. Maintain effective communication with both external and internal customers. Troubleshoot, diagnose, and administer user and infrastructure environments, including software, hardware, and configurations for on premise and cloud based customers. Monitor network performance proactively and reactively, identifying and addressing issues through the Monitoring Platform. Follow the Knowledge Management process, including writing, reviewing, and updating Knowledge Articles. Deliver proactive and reactive maintenance to ensure systems are secure and up-to-date with patches. Collaborate with the 2nd line team to share knowledge and expertise. Liaise with 3rd parties and boxxe technical personnel to resolve issues effectively. Develop innovative solutions and make recommendations for continuous improvement. Work closely with the wider boxxe team to provide exceptional customer support. Operate within a rotating shift pattern Participate in the Out-of-Hours 24/7 2nd line on-call rota. What experience we think you'll need Microsoft Certification (MCP/MCSA/MCSE/Azure Administrator level) or equivalent experience. Proven experience in installing, configuring, and troubleshooting Windows-based environments. Expertise in administering and optimising networks, operating systems, storage devices, and applications, including SQL Databases. Hands on cloud experience, preferably in Azure. Experience with Microsoft Office 365 and Intune. Ability to package and deploy apps within Intune and the company portal. Strong knowledge of Microsoft Operating Systems (Windows 8+ / Windows Server 2016+). Experience with virtualisation and containerisation tools (e.g., VMware, Hyper V, Citrix). Proficiency in monitoring systems (e.g., Logic Monitor, PRTG, SolarWinds). Familiarity with automation software (desirable). High accuracy and attention to detail. Ability to mentor and upskill colleagues across the service desk. Familiarity with ITIL4 Practices. Flexibility and willingness to travel within the UK. At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact, encouraging inclusive working environments, and trading ethically. Everyone at boxxe is responsible for considering the impact of their actions on the environment and for reducing their carbon footprint through embracing Work from Anywhere (in the UK) principles, minimising travel by using virtual technology and adopting sustainable practices. Boxxe embraces diversity. As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.
Hemel Hempstead, England, United Kingdom For us, tech has never been about just hardware or software. It's about people. It's our meaningful relationships, deep expertise and practical know-how in technology that drive what we do. We put our customers, our partners and the environment at the heart of everything we do and our people are the difference that make the difference. At boxxe, we understand, we collaborate, we simplify, we care and we deliver; together we are making tech human. How you'll fit in to the big picture We are looking for a skilled professional to manage systems and infrastructure for boxxe's managed customers while adhering to ITIL V4 best practices. You will deliver outstanding customer service, ensure system availability through proactive configuration and maintenance, and support incident, problem, and change management processes. Continuous professional development is encouraged to strengthen your IT expertise and support our diverse range of managed services. What you'll be doing Provide support for customer needs by addressing incidents reported through ticketing systems and telephone within contracted SLAs. Proactively manage incidents, major incidents, problems, requests, and changes. Raise and progress RFCs within the Change Management process. Maintain effective communication with both external and internal customers. Troubleshoot, diagnose, and administer user and infrastructure environments, including software, hardware, and configurations for on premise and cloud based customers. Monitor network performance proactively and reactively, identifying and addressing issues through the Monitoring Platform. Follow the Knowledge Management process, including writing, reviewing, and updating Knowledge Articles. Deliver proactive and reactive maintenance to ensure systems are secure and up-to-date with patches. Collaborate with the 2nd line team to share knowledge and expertise. Liaise with 3rd parties and boxxe technical personnel to resolve issues effectively. Develop innovative solutions and make recommendations for continuous improvement. Work closely with the wider boxxe team to provide exceptional customer support. Operate within a rotating shift pattern Participate in the Out-of-Hours 24/7 2nd line on-call rota. What experience we think you'll need Microsoft Certification (MCP/MCSA/MCSE/Azure Administrator level) or equivalent experience. Proven experience in installing, configuring, and troubleshooting Windows-based environments. Expertise in administering and optimising networks, operating systems, storage devices, and applications, including SQL Databases. Hands on cloud experience, preferably in Azure. Experience with Microsoft Office 365 and Intune. Ability to package and deploy apps within Intune and the company portal. Strong knowledge of Microsoft Operating Systems (Windows 8+ / Windows Server 2016+). Experience with virtualisation and containerisation tools (e.g., VMware, Hyper V, Citrix). Proficiency in monitoring systems (e.g., Logic Monitor, PRTG, SolarWinds). Familiarity with automation software (desirable). High accuracy and attention to detail. Ability to mentor and upskill colleagues across the service desk. Familiarity with ITIL4 Practices. Flexibility and willingness to travel within the UK. At boxxe we believe that business should be about more than just profits. Sustainability is a core value. We are committed to reducing our environmental impact, encouraging inclusive working environments, and trading ethically. Everyone at boxxe is responsible for considering the impact of their actions on the environment and for reducing their carbon footprint through embracing Work from Anywhere (in the UK) principles, minimising travel by using virtual technology and adopting sustainable practices. Boxxe embraces diversity. As an equal opportunity employer, we are committed to building a team that represents a variety of backgrounds, perspectives, and skills. Boxxe does not discriminate based on race, religion, colour, national origin, sexual orientation, gender identity, age, marital status, veteran status, or disability status. All our employment is based on qualification, excellence, and business need.