We are looking for a Service Delivery Team Leader to complete the Service Delivery Team within the Operations Service of our newly configured IT Services to be responsible for operational management of the ICT Service Desk, Deskside Engineers, Technician and Assets (Including stores)
We want you to lead multiple Service Delivery Teams to deliver accessible, high quality, robust technical support, provide advice, guidance and fault resolution to Council and partner employees whilst maintaining accurate and accessible asset management information to inform key decision making in respect of all IT assets.
You will do this by leading our ICT Service Desk through the necessary transformational change to deliver an up to date, fit for purpose IT Service for our customers whilst continuing to provide definitive, expert advice and solutions for all IT related issues or enquiries.
Our Service Desk is the single point of contact for IT services within the organisation and as Service Delivery Team Leader you will be responsible for maintaining an efficient and effective service that meets the agreed service levels. You will do this by ensuring the team diagnoses service delivery problems and that incidents are investigated, resolved and escalated by the teams and ensure that resolved incidents are properly documented and closed.
You will need to analyse the cause of incidents in order to perform trend analysis and allocate resources accordingly whilst also contributing to continual service improvement. You will also be responsible for the documentation and maintenance of all procedures relevant to the Service Delivery teams and manage application enhancements to improve customers experience and use.
You will be expected to drive developments in automation, self-service, management information and other continual service improvement initiatives in order to ensure the success of the new Service Delivery Team.
The successful candidate will need to hold a Level 6 vocational qualification, ITIL Foundation and have completed leadership and management training. You will already have the knowledge skills to drive forward the Service Delivery Teams and take us through the required transformational change. We’re a tight team, working in a fast-paced environment, bursting with ideas and enthusiasm. With your previous experience in Service Delivery environment, you’ll be leading from the front.
How to Apply
Please apply online via the link provided. Please note, we do not accept CVs submitted without a fully completed online application form.