High-Performance IT Service Delivery Specialist

1 week ago


Chippenham, Wiltshire, United Kingdom Global Technology Solutions Ltd Full time

We are a leading provider of innovative technology solutions, committed to delivering exceptional service and value to our customers. Our team is dedicated to creating a high-performance environment that fosters growth, collaboration, and success.

About the Role

This position involves overseeing the service team, ensuring high-quality service delivery, rapid incident response, and robust platform operations. You will be responsible for ITSM management through Jira, ServiceNow platform administration on AWS, and leading continuous improvement initiatives to elevate service performance.

**Key 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.
  • Ensure accurate configuration and asset management in the ServiceNow CMDB to support reliable service delivery.
  • Implement and monitor business continuity and incident response plans using AWS CloudTrail and CloudWatch for proactive security and system health tracking.

**Requirements and Qualifications:

To be successful in this role, you will need:

  • ServiceNow Expertise: Experience managing workflows, application configurations, and user access in AWS-hosted environments.
  • 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.

**What We Offer:

We provide a competitive salary of £60,000 - £80,000 per annum, depending on experience, plus benefits including private healthcare, unlimited holiday policy, career development opportunities, pension scheme, and a balanced work-life culture.

We are an equal opportunities employer and welcome applications from diverse candidates. If you are a motivated and experienced professional looking for a challenging opportunity to grow your career, please apply with your CV and a cover letter outlining your qualifications and experience.



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