IT Service Delivery Lead

3 weeks ago

London Area, United Kingdom Conducttr Full time

Annual Salary: £50,000


Conducttr is an exciting start-up at the forefront of crisis exercising, combining storytelling with our proprietary mixed-reality gaming engine. We’re an adventurous brand with a unique culture providing freedom & flexibility, the opportunity to explore novel ideas and continuous challenges which ensure that you grow both personally and professionally.


Job Overview

The IT Service Delivery Lead is responsible for running Conducttr's SaaS service. This is a hands-on role for someone able to oversee system upgrades, manage change control processes, investigate and improve the performance of SaaS applications, implement on-premise Linux-based solutions, and manage capacity requirements.


Key Responsibilities


Change Management:

  • Ensure change control processes are followed for our services to ensure minimal disruption and adherence to best practices.
  • Ensure that all changes are documented and approved as per the change management policies.
  • Improve change management process where necessary.


Systems Upgrades and Patching:

  • Coordinate and oversee system upgrades and patch fixes, ensuring they are performed effectively by the SysAdmin & development team.
  • Manage planning, scheduling, and communication of system maintenance windows.


SaaS Performance and Improvement:

  • Monitor the performance of SaaS applications and collaborate with relevant stakeholders to identify issues and opportunities for performance improvements.
  • Recommend and implement enhancements to improve system reliability, speed, and efficiency.


On-Premise Solutions Implementation:

  • Lead the deployment and implementation of our on-premise solution that runs on Linux in VMware environments.
  • Improve documentation and remote support capabilities of the on-premise solution. 


Capacity Management:

  • Monitor and manage the capacity of SaaS services to ensure optimal performance and scalability.
  • Forecast future capacity requirements based on business needs and system growth.
  • Collaborate with stakeholders to plan for capacity upgrades and resource allocation.


Root-Cause Investigation and Incident Management:

  • Lead root-cause investigations for critical service issues, ensuring timely and effective resolutions.
  • Work closely with cross-functional teams to analyse incidents, identify underlying causes, and implement corrective actions to prevent recurrence.
  • Coordinate with technical teams to gather relevant data, apply structured problem-solving methods, and oversee the end-to-end investigation process.
  • Drive continuous improvement and proactively address service challenges to maintain high service quality and operational efficiency.


Stakeholder Management:

  • Collaborate with internal teams, vendors, and partners to ensure alignment on technical requirements and timelines.
  • Provide regular updates to senior management on system status, issues, and upcoming changes.


Documentation and Compliance:

  • Ensure that all technical processes, configurations, and changes are properly documented.
  • Maintain compliance with relevant industry standards and regulations for SaaS services and infrastructure.


Qualifications

  • Bachelor's degree in Computer Science, Information Technology, or related field.
  • 5+ years of experience in technical services or infrastructure roles.
  • Strong experience with Linux systems administration and working knowledge of VMware environments.
  • Familiarity with SaaS solutions, preferably in AWS, including performance optimisation and troubleshooting.
  • Proven experience with change control processes and SaaS services upgrades.
  • Excellent problem-solving skills and ability to analyse complex systems and propose improvements.


Key Skills

  • Must have or be eligible to obtain SC security clearance and work on UK-only projects for Ministry of Defence
  • Excellent Linux administration experience.
  • Strong knowledge of VMware virtualization technologies.
  • Proven experience with change management processes.
  • Proven experience with capacity management.
  • Familiarity with AWS would be beneficial
  • Ability to manage multiple tasks/projects and adapt to a dynamic environment.
  • Effective communication skills, with the ability to present technical information to non-technical stakeholders.


What We Offer


  • Training, vacation, pension. Exciting team meetings

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