IT Service Delivery Lead

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**IT Service Delivery Lead**

Vacancy Reference: CLA- 289

Position: Full-time

Location: Salisbury, Wiltshire, UK

Salary Range: £40,000 - £50,000 per annum depending on relevant experience

At Callen-Lenz, we are expanding the limits of what is possible. We specialise in crewed and uncrewed aircraft operations and technology, and having recently received investment into the

business we are going through a period of rapid growth and development and are looking for key roles to assist with these changes. Callen-Lenz offers innovative and customer focused UAS solutions through our 4 key business strands; technical services, products, platforms and operational services. We are looking for individuals to help drive forward our expansion, placing you at forefront of UAS development in the UK.

**Our Values**
- Teamwork
- Commitment
- Initiative
- Creativity
- Agility
- Integrity
- Enjoyment

**Why Work for Us**

Based in the heart of rural Wiltshire, close to the Historic city of Salisbury you will join our rapidly growing, friendly and multi-disciplined team, working on a range of diverse and interesting projects, leading the way in this exciting field and witnessing the full lifecycle of our products. The Callen-Lenz team are passionate about what we do, and we are searching for individuals to grow with us as we expand into the aerospace industry.

Our benefits include:

- 25 days annual leave per year (plus bank holidays)
- Buy/Sell holiday policy up to 5 days either way
- Pension Scheme via Royal London
- Company contributed Share Incentive Plan.
- Green Car Scheme
- Life assurance scheme (6x basic salary)
- Income protection policy (75% of basic salary)
- Private Health Insurance via Vitality
- Private Dental insurance via Bupa
- Enhanced Maternity and paternity
- 1 Professional membership reimbursed per year
- 1 paid volunteering day per year
- Access to an independent financial advisor year round
- Training & development opportunities

**About the Role**

We are looking for a talented IT Service Delivery Lead to join our expanding IT department. You will be responsible for designing and delivering the best IT experience for the end user, from pre-boarding to onboarding your colleagues and their in-life support.

This role will report to the Head of IT and help undertake the support, operations and configuration of the IT systems, for the offices in Chilmark, Fonthill, at home, or Bristol.

**Responsibilities**
- Oversee the day-to-day operations of the IT Support function, ensuring efficient resolution of user issues and inquiries
- Manage hardware and software procurement processes, ensuring cost-effectiveness and alignment with business needs
- Manage relationships with IT vendors and ensure the delivery of quality IT services.
- Lead and manage IT projects
- Coach and manage a team of IT Support analysts, fostering a positive and supportive work environment
- Implement well-defined procedures for incident and service request management, prioritising tasks and ensuring timely resolution
- Establish and maintain high standards for customer service, ensuring a positive user experience
- Implement a regime for continuous improvement
- Develop training and documentation to empower staff to find solutions independently
- Act as a point of escalation for service issues, collaborating with the team to resolve complex challenges
- Ensure compliance with company policies, industry standards, and regulations
- Other responsibilities as required

**About You**

**Qualifications**

Desirable: Microsoft training and certification.

**Skills and competencies**

Essential
- Strong, demonstrable experience working in IT, with a focus on service delivery, is required.
- Have a strong understanding of IT support desk and operations processes, including incident and service request management
- The ability to communicate effectively with both technical and non-technical stakeholders is required.
- Work with the Head of IT to develop and implement IT policies and procedures to ensure the effective and efficient use of technology.
- Strong organisational skills with the ability to prioritise tasks and manage time effectively
- A sound understanding of the M365
- Experience with MS Azure, Intune, Defender, and security & compliance fundamentals.
- Experience with Linux
- Problem solving and multitasking.
- Microsoft Windows desktop, server and Hyper-V.
- Active Directory and Azure Active Directory.
- Server, desktop and laptop hardware.

**Desirable**
- Experience in an engineering company.
- Experience of IT systems within an MOD supplier.
- Systems within secure/regulated environments.

**Personal Attributes**
- Must be a British Citizen or have an existing right to work in the UK
- Ability to hold Security Clearance - 5 years residence in the UK
- Ability to visit and support other UK business sites (currently Bristol)
- Good communicator
- Excellent problem-solving ability
- Enthusiasm for their work and