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IT Service Delivery Team Lead

2 months ago

London, Greater London, United Kingdom INEOS Full time
About the Role

We are seeking an experienced IT Service Delivery Team Lead to join our team at INEOS Automotive. As a key member of our IT department, you will play a crucial role in ensuring the smooth operation of our Enterprise and Office IT Support services.

Key Responsibilities
  • Lead the IT Service Delivery team in ensuring the delivery of high-quality IT services to our global sites.
  • Develop and implement IT Service-related policies and procedures.
  • Design and lead the Vendor & Supplier management strategy.
  • Manage escalated service desk issues and ensure the office and user IT support strategy across all offices.
  • Organise the support of the Enterprise Systems when needed.
  • Manage project portfolios, including pre-project analysis and scoping, KPI Reporting, and team audits.
  • Monitor budgets and make purchasing decisions.
Deliverables
  • Manage the IT support for 1000+ laptops and phones.
  • Manage and administer IT management Systems: AD, Azure, Exchange, Office365.
  • Manage and administer device management systems: Workspace ONE, Intune, Group Policy.
  • Administer and support printer devices and audio-visual and conferencing facilities.
  • Maintain high-quality end-user experience and arrange appropriate support for VIP users.
  • Drive new projects and other IT initiatives as needed.
  • Administer the ITSM portal and manage the CMDB.
  • Provide after-hours and on-call support as needed.
Requirements
  • Degree in a computing/technical discipline preferred.
  • ITIL qualification is essential.
  • Microsoft Certified Professional (MCP) – is desirable.
  • A cloud qualification will be an advantage.
  • Experience in leading a small team is required.
  • Proven IT Support experience of 5+ years in a busy IT Service Desk, Operations or technical support environment working to ITIL practices.
  • Previous experience managing IT incidents using an ITSM workflow toolset e.g. ServiceNow/Remedy/FreshService or other SaaS Service Desk system.
  • Building, configuring, and deploying desktop environments with commonly used desktop imaging tools.
  • Good knowledge of patch management principles, ideally using Workspace ONE or any deployment tool.
  • Strong knowledge of Microsoft-based operating systems with emphasis on Windows 10 and in Microsoft Office 365 administration.
  • Experience with using and troubleshooting Outlook 365 within a domain environment (e.g. permissions, calendar sharing, delegation etc.).
  • Active Directory knowledge – creating user accounts, reset passwords, create groups etc. including basic Security and Distribution Group administration. Experience with Azure AD will be an advantage.
  • Setting up and supporting a modern workplace videoconferencing solution.
  • Supporting iOS and Android devices, including the use of an MDM solution for policy management.
  • Experience of supporting a networked, multi-function printer estate.
  • Experience of scripting, orchestration, and automation techniques.
  • Experience of working and building relationships with stakeholders, suppliers, and 3rd parties.
  • A good level of interpersonal, communication, influencing, and negotiating skills.
  • Preference will be given to applicants with an automotive, manufacturing, or engineering background.