Service Delivery Specialist

1 week ago

Oxford, Oxfordshire, United Kingdom Oxford University Press Full time

About the Role

We are seeking a skilled Service Delivery Specialist to join our team at Oxford University Press. As a Service Delivery Specialist, you will play a critical role in ensuring the smooth operation of our support services, working closely with platform developers, internal teams, and third-party partners to deliver high-quality solutions to our customers and colleagues.

Key responsibilities will include triaging issues, conducting root cause analysis, providing technical recommendations, and prioritizing defects. You will also be responsible for delivering usual service requests, utilizing a variety of tools such as ServiceNow and JIRA.

As a member of the Product Operations team, you will be directly involved in embedding continual improvement to the support service Product Operations provides. This role will also work closely with our strategic technology partner, helping to coach colleagues, knowledge transfer through documentation, and utilizing time and resource to deliver an efficient service.

About You

We are looking for a proactive and technically skilled individual who can take initiative, take ownership, and be a team player. Ideally, you will have a technical background dealing with incidents, supporting tickets, and creating solutions.

Key skills and attributes include:

  • Ability to work independently with strong organisational skills.
  • Excellent written and verbal communication skills with the ability to adapt communications for technical and non-technical parties.
  • Ability to effectively manage and balance priorities under time pressure.
  • Ability to quickly pick up new tasks and learn new systems and processes.
  • Ability to document and share knowledge and learning across the team.
  • Resourceful and strong problem-solving and analytical skills.
  • Good team spirit and ability to work collaboratively.
  • Experience of working in the publishing industry, supporting publishing platforms, and managing third-party vendor and internal stakeholder relationships is desirable.
  • Ability to speak Spanish would be highly beneficial in one of the two positions available.

We will offer ITIL training if needed, to candidates once the probation period has been passed.

Benefits

We care about work/life balance here at OUP. With this in mind, we offer 25 days' holiday that rises with service, plus bank holidays and Christmas closure (3-days) and a 35-hour working week. We are open to discussing flexibility in respect to working patterns, dependent on role. We also have a great variety of active employee networks and societies.

We help make your money go further by contributing to your pension up to 12%, offering loans and savings schemes through our partnership with Salary Finance, in addition to travel to work schemes and access to a wide range of local discounts.

Please see our Rewards and Recognition page for more information.

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