Service Delivery Lead
2 weeks ago
We are seeking an experienced IT Service Delivery Lead to join our team at Blackwoods. As a key member of our IT department, you will be responsible for leading the delivery of IT Services across the business.
Key Responsibilities- Lead the delivery of Level 1 and Level 2 support services, adhering to SLAs and KPIs.
- Coach, mentor, and develop team members located on and offshore.
- Ensure alignment of ITIL processes across support teams with business requirements and technical capabilities.
- Drive proactive engagement by all relevant Digital & Technology resolver groups to identify root causes, fixes or workarounds for recurring issues.
- Collaborate with stakeholders to implement ongoing continuous improvement initiatives that align with business strategy.
- Collaborate with cross-functional support teams and Security & Risk Team to support Audit requirements.
- Provide reporting on activities to senior leadership.
- Vendor and Supplier Engagement and Management.
Requirements
- Minimum 7 years' technical experience in IT Support and Delivery.
- Minimum 5 years' experience in people or change management.
- Ability to engage stakeholders and lead people through change.
- Experience in major incident response and coordinating resolutions.
- Proven experience in ITIL Framework, with Modern Service management Principles and Agile delivery models highly desirable.
- Proven analytical and problem-solving capabilities with a general knowledge in MS Windows, Outlook, Azure, Office 365 Admin, Remote Access, Printers, Networking technology (routing, switching etc), Contact Centre (NICE InContact), Clear understanding of importance of Cyber Security from an Identity & Access management Perspective, Data Security and how to respond to Security incidents.
- SME level knowledge of ServiceNow.
- ITIL v3 at a minimum, ITIL v4 and Modern Service management highly desirable.
- Capability to influence teams to seek solutions efficiently.
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