Technical Service Delivery Lead

3 weeks ago


Cirencester, Gloucestershire, United Kingdom St. James's Place Full time
Key Responsibilities
  • Oversee the delivery of services across internal teams to ensure end-to-end service standards.
  • Manage priority incidents and associated communications effectively.
  • Escalate and resolve complaints on behalf of the Technology Division.
  • Lead the management of projects into live support with the SJP Service Desk and other supporting areas.
  • Conduct regular service reviews with the SJP Service Desk and other suppliers.
  • Prioritize continual improvement across key areas of support responsibility.
  • Develop, review, and implement support processes.
  • Design and deliver Management Information (MI) for the Service Management function.
  • Chair and/or attend Problem Management meetings.
  • Develop and manage Knowledge in support of the Service Desk and SJP Business.
  • Investigate complex issues, escalating to the correct resolving team for timely resolution.
  • Produce regular service reporting, including key risks.
Requirements
  • General understanding of technical principles with an ability to understand service management implications.
  • Good spreadsheet skills.
  • Strong analytical and problem-solving abilities.
  • Excellent relationship-building skills.
  • Resilience with an ability to work under pressure and handle user escalation.
Desirable Skills
  • IT Service Desk experience.
  • A background in ITIL and IT Service Management.
  • Knowledge of formal methodologies in IT service delivery, project, and change management.
  • Experience of incident management principles.
  • Understanding of data networking and Microsoft desktop products.

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