ITIL Service Delivery Expert
20 hours ago
We are seeking a highly experienced ITIL Service Delivery Expert to join our Service Management team at JP Engineering. As a key member of our team, you will be responsible for ensuring seamless service delivery to both internal and external customers and partners.
The successful candidate will partner with the rest of the IT team to align and embed the right practices, processes, tools, roles, and responsibilities. This role requires strong leadership skills, technical expertise, and excellent communication abilities.
Key Responsibilities:
- Ensure the team effectively provides Incident and Response service for Platforms and Applications.
- Manage relationships with key third-party providers to ensure they deliver high-quality services that meet our requirements.
- Evaluate the performance of team members and provide regular feedback.
- Develop and manage team members' appraisal and training plans.
- Proactively seek opportunities to improve support services through process improvement, self-service, or automation.
- Maintain a well-organized Knowledge Base and encourage team members to consult it to resolve incidents and service requests.
- Participate in the Duty Manager rota and act as an escalation point out of hours for major incidents.
- Track and review Service metrics to provide meaningful reports to management.
Requirements:
- Proficiency in MS Office (Excel, Word).
- Previous experience in team leading or line management.
- Previous experience in customer-facing or customer service roles.
Preferred Qualifications:
- ITIL V4.0 Foundation qualification.
- Understanding of IT operations, including Applications, Infrastructure Environment, and Service Desks.
Compensation and Benefits:
We offer a competitive salary of £42,500 - £45,000 per annum, plus a range of benefits, including company events, company pension, cycle-to-work scheme, discounted food, free parking, and on-site parking.
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