IT Service Delivery Lead

2 weeks ago

London Area, United Kingdom Conducttr Full time

Job Title: IT Service Delivery Lead

Location: Hybrid (we’re in North Greenwich, London, UK)

Start Date: ASAP


Salary: GBP £50k


Conducttr is an exciting start-up at the forefront of crisis exercising, combining storytelling with our proprietary mixed-reality gaming engine. 

If you thrive in diverse technical environments, enjoy solving complex problems, and are comfortable both behind the keyboard and interacting with clients, we’d love to hear from you.


Job Overview

The IT Service Delivery Lead ensures the smooth operation, performance, and continuous improvement of Conducttr's SaaS services and on-premise solutions. This role is ideal for a technical professional with a strong foundation in Linux systems, SaaS monitoring, and performance optimisation, combined with the ability to manage service delivery processes and technical change management. You’ll bridge technical expertise with service delivery, driving improvements and ensuring our systems align with customer and business needs.


Key Responsibilities

Service Delivery Monitoring and Improvement

  • Monitor the performance and availability of SaaS applications, identifying trends and areas for improvement.
  • Develop and implement strategies to enhance the reliability, scalability, and efficiency of services.
  • Define and track service delivery KPIs, reporting on performance to internal stakeholders.

Technical Change Management

  • Oversee and participate in the planning and execution of system changes, upgrades, and patches.
  • Ensure change control processes are followed, with a focus on minimising service disruption.
  • Collaborate with development and operations teams to streamline change processes and improve agility.

Incident Management and Problem Resolution

  • Take ownership of service incidents, ensuring timely resolution and effective communication with stakeholders.
  • Conduct root cause analysis for critical issues and implement preventive measures.
  • Coordinate with technical teams to resolve recurring issues and improve system resilience.

Capacity and Resource Management

  • Monitor and manage SaaS infrastructure capacity to meet current and future demands.
  • Collaborate with technical teams to plan resource allocation and scaling strategies.

On-Premise Solutions Support

  • Oversee the deployment and support of Linux-based on-premise solutions in VMware environments.
  • Enhance documentation and processes to improve remote support capabilities.

Collaboration and Communication

  • Act as a key interface between technical teams, vendors, and business stakeholders.
  • Provide clear, actionable insights to senior management regarding service performance and improvement plans.

Documentation and Compliance

  • Maintain accurate and up-to-date documentation for technical systems and service delivery processes.
  • Ensure compliance with industry standards and best practices, including data security and regulatory requirements.

Qualifications

  • Bachelor’s degree in Computer Science, Information Technology, or related field.
  • 5+ years of experience in technical service delivery or related roles.
  • Strong technical knowledge of Linux systems and VMware environments.
  • Familiarity with SaaS performance monitoring, optimisation, and troubleshooting (AWS experience is a plus).
  • Proven experience implementing and managing change control processes.
  • Strong analytical skills to identify service issues and develop actionable improvement plans.


Key Skills


  • Security Clearance: Must have or be eligible to obtain SC security clearance and work on UK-only projects for the Ministry of Defence.
Technical Expertise


  • Web services: A solid understanding of modern web application service architecture is essential, as you’ll work with systems spanning client interactions through HTTPS proxies, web servers, back-end services, databases, and messaging queues.
  • Linux Administration: Strong expertise in Linux environments (preferably Debian) with proficiency in system management and optimization.
  • Scripting and Automation: Proficiency in Bash scripting (Python knowledge is a plus) to streamline operations and automate tasks.
  • Virtualization: Hands-on experience with VMware ESXi and virtual machine management for on-premise and hybrid environments.
  • Cloud Infrastructure: Familiarity with AWS services, including networking, performance tuning, and resource management.
  • Monitoring and Performance Tools: Experience with Prometheus, Grafana, and the ELK (Elastic Stack) for monitoring, troubleshooting, and performance analysis.
Service Delivery and Problem-Solving
  • Capacity and Resource Planning: Proven ability to monitor and manage SaaS capacity, ensuring scalability and performance.
  • Problem-Solving Skills: Ability to analyse complex technical issues, identify root causes, and implement effective solutions to prevent recurrence.
  • Change Management: Experience with planning, coordinating, and implementing service upgrades and patches with minimal disruption.
  • Service Improvement: Proactive approach to identifying opportunities for enhancing service reliability and efficiency.
Communication and Collaboration
  • Stakeholder Management: Strong communication skills, capable of engaging with clients and stakeholders, both during remote support and on-site visits.
  • Documentation: Ability to create and maintain detailed, accurate documentation for technical systems and processes.


What We Offer

  • Training, vacation, pension. Exciting team meetings
  • A unique opportunity to work on cutting-edge projects, combining technical expertise with service delivery challenges.


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