Mobico Group is a GBP2.8Bn international organisation, operating in over 11 countries across North America, UK & EMEA, providing a range of transport services including urban, long haul, corporate shuttles, train services and on demand mobility services. With over 45k employees and 27k vehicles across 540 locations, the scale of the business is considerable. Mobico Group is now seeking to appoint a European Service Delivery Manager working hybrid from you Head Office in Birmingham. Responsible for the European DT Service Desk & Delivery teams including customer support, incident response, queue management, meeting or exceeding service levels and managing service escalations. Following approved processes including incident management and request fulfillment to ensure a high level of service.Ensuring that operational requirements for DT services are understood, thoroughly documented and delivered throughout the service lifecycle. Ensure that the team has the necessary management processes, organization structure and people skills, and governance mechanisms to keep stakeholders and DT leadership up to date with performance.Promptly identify risks and issues in a timely manner and provide proposals for mitigation and corrective actions as required. What you'll do Leads the team/s that provide day-to-day consultation, training, instruction, trouble-shooting and problem-solving to computer users. Assist in managing vendor solutions for delivery and support of applications and systemsEnsures resources are leveraged appropriately to meet commitments, while maintaining high quality of serviceRecommends changes or enhancements in available information technology or equipment as prompted by feedback via the user support functionTrack and analyzes metrics; identify areas of need and create strategies to enhance end-user capacity and minimize reliance on support personnelLead and direct work for team of employees as defined by business needsManage team selection, performance, development and training processes to ensure team competencies and capabilities to reach the business goals and expectationsConsistent exercise of independent judgment and discretion in matters of significanceRegular, consistent and punctual attendance is required. May need to work nights and weekends, variable schedule(s) and additional hours as necessary What you'll need Minimum of 3 years experience of managing a large scale IT Service Desk and Delivery functionLanguages - English/Spanish essential, French desirableManaging change e.g. change project expanding service delivery and from regional to global desirableMulti-site, multi country experienceExperience of maturing service desk/delivery departments.Able to lead, coach and mentor direct reports and teams.Service leadership, with a passion for delivering an outstanding client experience.A patient and methodical approach to dealing with issues and managing customer expectations.A keen interest in keeping abreast of technology developments, coupled with a sound understanding of the practical application of technology to business requirements.Is familiar with all aspects of service delivery. Displays up to date knowledge of significant areas of operational and/or development environments.Demonstrates the ability to make and take responsibility for sound and far reaching decisions on major technical and service delivery issuesHas the ability to deliver an efficient and effective service within agreed time and cost constraintsHas a broad knowledge of current practices associated with development and service provisionUnderstands the main issues facing both IT and the Organisation's management in a commercial context, especially in management and control aspectsShows a thorough understanding of applicable project management and/or operational management standards and procedures including technical, quality, safety and financial matters across all areas of of service delivery.Is at ease and effective in dealing with professionals and managers in other disciplinesHas gained senior management experience in service provision disciplines. What we offer in return for your hard work and commitment Free Bus & Coach travel for yourselfComplimentary coach travel for a Nominated Person or complimentary bus travel for a Spouse or Partner50% discount for friends and family on full fares on our coach servicesCompany pensionEmployee Assistance programmePrivate online GP serviceLife AssuranceNational Express is proud to be a Disability Committed organisation. We therefore welcome applications from disabled candidates. Please let us know in your application if you have any accessibility needs.We reserve the right to close this advert early if we receive a high volume of applications before the advertised closed date.Things to Note At National Express, we are really proud of our health and safety record and as a result, we operate a Drugs and Alcohol Policy which is applicable to all employees. As part of your initial assessment, we will complete Drug and Alcohol testing and you may be subject to random tests during your employment.