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Service Delivery Team Lead

2 months ago

London, Greater London, United Kingdom Schroders Recruitment Full time
About the Role

We're seeking an experienced Service Delivery Team Lead to join our Schroders Recruitment team. As a key member of our Global Service Operations team, you will be responsible for ensuring consistent, high-quality delivery of IT services to our business.

As a Service Delivery Team Lead, you will be responsible for enforcing the Global Service Management principles across the organization, ensuring alignment to global standards. You will cover a range of IT Service Management processes, including Incident Management, Request Management, Change Management, Problem Management, Catalogue Management, Major Incident Management, Service Integration, Hardware Asset and Configuration Management.

The role requires a flexible and priority-driven work approach, with the ability to work collaboratively with other colleagues, IT suppliers, and partners. Good communication skills are essential, both to business users and others within the organization.

Key Responsibilities
  1. Responsible for IT Service Management processes and related services across the organization
  2. Track and drive Service Level Agreement (SLA) compliance for all incidents and requests, flagging trends with the responsible operation leads
  3. Conduct problem investigation, drive outstanding problem tasks to closure
  4. Manage global major incidents
  5. Facilitate onboarding of new services to be ready for production support
  6. Have an oversight of change records and drive process adherence and improvement
  7. Tooling administration, keep components updated, such as Dashboards, Service Catalogue, and CMDB
  8. Be an advocate for the Global IT Service Management team by enforcing global standards and processes, and participate in the improvement of global processes
  9. Work with Global IT teams, functional owners, and vendors to deliver consistent service
  10. Actively seek areas for proactive improvement which realise efficiencies or improve the service delivery offering
  11. Produce service governance materials and assist in representation of IT to the business
Requirements
  1. Certified in ITIL Foundation with minimum 3 years' experience in an IT Service Management role
  2. Experience working in financial services or similar regulated industry
  3. Experience covering major incident management, request management, SLA management, problem management, and change management
  4. Experience in ITIL Service Operation processes, ITIL framework processes, and associated tooling
  5. Exposure to a broad range of infrastructure and end-user related technologies
  6. A general appreciation of infrastructure and application architecture
  7. Experience in ServiceNow toolset
Desirable Qualifications
  1. An understanding of fund management business and processes
  2. Experience working with commercial or in-house application packages that support the asset management industry
  3. Experience working on a broad range of infrastructure such as Wintel, Database, Networking technologies, Cloud, automation, VDI, and enterprise storage solutions