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IT Service Delivery Team Leader

5 months ago

StratfordUponAvon, United Kingdom Valpak Limited Full time

Overall purpose

Reconomy Group is a fast growing, PE backed technology enabled outsourced service business driving solutions across the circular economy. We work in three key defined areas, we call them sustainability loops: Recycle, Comply, and Re-use. Valpak is a key business in the Comply loop.

Working within the UK comply loop, reporting to the Group IT Service Delivery Manager, you will own and lead IT service delivery, support and general business as usual IT operations for its Stratford Upon Avon operation and satellite brands covering circa 400 users. Pivotally, you will also be responsible for ensuring availability and uptime of Valpak comply services division revenue generating platforms, working with peers and outsourced arrangements.


You will have full responsibility for the Valpak sites, overseeing a consistent level of end user support, security and business continuity while also working closely with colleagues to maintain and keep available the divisions extensive cloud estate within Microsoft Azure and private cloud providers. Valpak consistently drives digital transformation, working closely with the Group Infrastructure and Business Systems teams, driving digital change across its roadmap, leveraging industry leading technologies.


As a hands-on role you will be the team leader for a small IT service delivery team and work with peers to align service delivery to group standards and manage the support helpdesk along with all other revenue generating BAU platforms. You will be involved with completion of all levels of support enquiries from 1st to 3rd line while coaching and developing the IT support team to enable their development.


Reconomy Group is a highly acquisitive business, and this role will support, and project manage the on-boarding and infrastructure related integrations of acquired businesses across the UK on a regular basis.


This role will give you the opportunity to take responsibility to drive your cloud skillset and IT service delivery skillsets forward, constantly developing capabilities, security and innovations while taking advantage of being part of a larger IT team delivering an ambitious roadmap and working with skilled colleagues.


What will I be doing?

  • Developing, implementing, and maintaining IT policies and procedures that align with the organisation's overall strategy and goals and comply with the ISO 27001 framework.
  • Operational IT management and ownership of a technology function consisting of a small IT support team including, various revenue generating cloud applications, various outsourced providers all being required available on a 7.30am to 6pm.
  • 100% focused on BAU IT service delivery and operations to provide and maintain exceptional service to our internal stakeholders and customers.
  • Responding and owning all incidents, from P1 to P5 and working with the Group IT Service Delivery Manager to deliver exceptional service delivery standards, to SLA and KPIs.
  • Broad understanding of managing change across complex system implementations and organisation matrices including working within the ITIL operating framework
  • Taking part in Ad hoc project work when time allows, to support onboarding acquisitions and system improvement programs.
  • Completing regular IT housekeeping activities, supporting administration and other ad hoc activity best practice, ISO 27001 admin and aligned to groups standards;
  • Ability and desire to be “hands on” involved in 1st to 3rd line IT support where required, and delivering technical solutions and day to day operations such as patching, preventative maintenance, hardening, documentation etc.
  • Understanding of networking, cloud and co-located infrastructure
  • Working closely with the Software Development team to support the delivery of the software development and business systems roadmap. Working with the groups DevOps and Cloud Engineer as part of its continuous drive to drive cloud adoption. Working with the broader group IT functions supporting various projects, activities and delivery of the Group’s technology roadmap from time to time.


Experience & Skills

  • Excellent problem-solver and end-to-end ownership. An aptitude to learn, and absorb information associated to new and complex IT operating environments.
  • Able to communicate with colleagues at all levels with the appropriate credibility and gravitas. Approachable, building rapport and able to listen and interpret issues sensitively. Proactive and influential in approach to stakeholder management, balancing business needs and stakeholder needs.
  • Previous team leadership or mentoring experience
  • Experience of information, data and cybersecurity best practices (ideally ISO 27001 and Cyber Essentials), technology, standards and controls, including ongoing monitoring and incident response.

Specialist Knowledge

Experience and knowledge of managing (predominantly Microsoft) technologies, networking and products.

Essential:

  • Windows
  • Microsoft 365
  • Azure (IaaS, PaaS, IaC, AKS)

Desirable:

  • MS SQL Server
  • Linux
  • Environment monitoring
  • Telecoms
  • MDM (Mobile Device Management)
  • Microsoft Dynamics CRM and NAV would be favourable.


Other:

  • Degree level or equivalent and/or IT experience operating in a general IT team leader role.
  • Appropriate technical and professional certifications are desirable (e.g. CCNA, MCSE, MCSA, MCP, ITIL V3 or 4 and Prince2).


Benefits & Rewards

  • Hybrid working available, happy to talk flexible working
  • Up to 10% bonus
  • Enhanced holiday scheme (option to buy/sell up to 10 days) and long service awards
  • Critical illness, Life assurance & disability income protection
  • Option to join private medical insurance, subsidised gym membership, and bike to work scheme
  • Contributory pension scheme
  • Wellbeing initiatives and support including Wellbeing App access
  • MyPerks discounts platform


We reserve the right to bring forward the closing date of our job vacancies if we receive a suitable number of high-quality applications from which to make a shortlist. We recommend that you apply for our roles as soon as possible rather than wait until the published closing date.