Global IT Service Delivery Lead ITIL Expertise
3 weeks ago
Citizens Health is seeking an experienced Global IT Service Delivery Lead to join our team and bring your expertise in ITIL to lead our global team of IT support administrators.
- We offer a competitive salary of £65,000 - £85,000 per annum, depending on experience, plus a range of benefits including 25 days paid holiday, company-matched pension contributions, private medical insurance, and enhanced maternity leave policy.
This role demands a strategic leader with excellent communication, organizational, and technical skills to ensure seamless support for our global workforce. The successful candidate will have:
- 2+ years of experience in IT support, with at least 1 year in a management or team lead role, preferably with a global or multi-regional team.
- A strong understanding of IT infrastructure, networks, systems, and support platforms (e.g., ticketing systems, remote support tools).
- Proven experience in leading, coaching, and motivating a diverse team with exceptional interpersonal and communication skills.
- The ability to analyse data and KPIs to drive process improvements and optimize support workflows.
- A passion for delivering a high standard of service with an empathetic and user-focused approach to IT support.
As Global IT Service Delivery Lead, you will be responsible for designing, implementing, and continuously improving the helpdesk workflow, ensuring alignment with industry standards and company objectives.
- You will lead, mentor, and manage a global team of IT support administrators, fostering a collaborative and high-performing work environment.
- You will oversee hiring, onboarding, and training of team members, promoting best practices in technical support.
- You will conduct regular performance evaluations, goal-setting, and development planning to enhance team skills and productivity.
- Design and implement new technologies and tools that improve support efficiency and user satisfaction.
- Identify opportunities to streamline support processes and introduce automation for ticket management and troubleshooting.
- 25 days paid holiday, with the opportunity to purchase further days up to a total of 30.
- Company-matched pension contributions of up to 6% base salary.
- Private medical insurance.
- Health cash plan.
- Company life assurance (4x gross salary).
- Enhanced maternity leave policy.
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