Service Delivery Team Lead
2 days ago
As a Service Delivery Team Lead at Global Technology Solutions Ltd, you will be responsible for managing the Service Desk team, ensuring top-quality end-user support through Jira ITSM. You will also oversee platform operations on ServiceNow within AWS, ensuring stability, compliance, and a secure environment. Additionally, you will lead continuous improvement initiatives to elevate service performance and implement business continuity and incident response plans using AWS CloudTrail and CloudWatch.
Responsibilities
Lead the Service Desk team, ensuring top-quality end-user support through Jira ITSM to manage incidents, requests, and problem records, maintaining SLAs and KPIs.
Oversee platform operations on ServiceNow within AWS, ensuring stability, compliance, and a secure environment with support from Systems Administrators.
Implement and monitor business continuity and incident response plans using AWS CloudTrail and CloudWatch for proactive security and system health tracking.
Requirements
AWS Cloud Monitoring: Proficient in AWS CloudTrail and CloudWatch for security and activity audits.
Configuration Management: Knowledgeable in ServiceNow CMDB for accurate asset and configuration management.
ITIL Certification: ITIL v3/v4 certified, with a focus on Incident, Change, and Service Management.
AWS IAM and RDS: Experience in AWS IAM for secure access and AWS RDS (e.g., MariaDB) in ServiceNow.
What We Offer
Healthcare: Private healthcare
Unlimited holiday policy
Career Development: In House training, accessible during work hours
Pension: Auto-enrolment pension scheme
Balanced, high-performance culture with employee socials and events
Lounge area, bar, plus free cake and fruit
Referral Programs: Staff and customer referral schemes
Salary Information
We are offering a competitive salary range of £55,000 - £65,000 per annum, depending on experience. With a bonus structure in place, this role has the potential to earn up to £75,000 per annum.
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