Manager, IT Service Delivery

Manchester /
IT & Security – IT /
Option for Flexible Work Pattern
/ Remote
Matillion is The Data Productivity Cloud

Matillion helps teams get data business-ready, faster — accelerating time-to-value and increasing the impact data can have. 

Thousands of enterprises including Cisco, DocuSign, Pacific Life, Slack, and TUI trust Matillion technology to load, transform, sync, and orchestrate their data for a wide range of use cases from insights and operational analytics, to data science, machine learning, and AI. 

With over $300M raised from top Silicon Valley investors, we are on a mission to power the data productivity of our customers and the world.

We are passionate about doing things in a smart, considerate way. We’re honoured to be named a great place to work for several years running by multiple industry research firms. 

With dual headquarters in Manchester, UK and Denver, Colorado, and an expanding hybrid culture, we are looking for passionate, high-integrity individuals to help us scale up our rapidly growing business.

We are now looking for an IT Service Delivery Manager to join #teamgreen based in Manchester.

As part of the Security & IT function, the IT Service Desk Manager is responsible for directing the day to day operations and management of the IT Service Desk Team.  Matillion has a SaaS first approach with a diverse set of technology stacks across multiple pillars. We are looking for a motivated manager to build and support our IT Service Delivery Team, that can work with our growing teams and estate of services. 

This role will guide and manage the IT Service Delivery group, including policy deployment, strategic planning for the team's people, processes and technologies as well as taking part in all IT Security exercises and mitigations as necessary. As part of this role, your responsibilities will include identifying and monitoring KPI’s and managing SLA’s, working with strategic partners within the business and leadership within IT to help drive implementations for the business, while ensuring a high standard of support is continually maintained.

What you will be doing

    • Work closely with IT Operations to design support programs for all service changes and updates.
    • Design and document all support processes and SLA’s for the IT Service Desk. Focusing on improvements that bring efficiencies and drive positive service outcomes as we scale.
    • Work with IT and Security to create and maintain a team roadmap and budget accordingly.
    • Maintain a high transaction Service Desk triage system and all processes integrated with it.
    • Lead a team of Service Desk Analysts through continual improvement.
    • Be accountable for delivery and adherence to SLA's and KPI’s. Tracking and reporting performance against these.

What we are looking for

    • Demonstrable experience in Service Desk management or an equivalent role.
    • Experience managing multiple service level agreements in relation to support management.
    • Experience driving complex and evolving initiatives tied to business objectives.
    • Experience managing and scaling a support operation for over five hundred users.
    • Passionate about developing people and coaching your team to meet their full potential.

Personal Capabilities Required, e.g. skills, attitude, strengths

    • Ability to move at pace.
    • Ability to identify and effectively solve problems, and collaborate effectively where necessary.
    • Personally credible with the ability to command confidence from senior stakeholders.
    • Able to act decisively in critical situations.
#LI-Hybrid
#LI-MJ1

Find out more about Matillion and our core company values.

Our Benefits
- A truly flexible & remote working culture
- A culture that promotes work life balance
- Company Equity
- Access to mental health support
- 30 days holiday + bank holidays
- 5 days paid volunteering leave
- Health insurance
- Life Insurance
- Pension
- Career development with monthly hackdays and access to a Udemy account
& much more!

We are keen to hear from prospective employees, so please apply and a member of our Talent Acquisition team will be in touch.
Alternatively, if you are interested in Matillion but don't see a suitable role, please email talent@matillion.com

Matillion is an equal opportunity employer. We celebrate diversity and we are committed to creating an inclusive environment for all of our team. Matillion prohibits discrimination and harassment of any type, Matillion does not discriminate on the basis of race, colour, religion, age, sex, national origin, disability status, genetics, sexual orientation, gender identity or expression, or any other characteristic protected by law.