IT Service Delivery Lead
- Military veterans preferred
2024-04-11 Berkeley Research Group
Other
/yr
employee
contract
London California United States
Berkeley Research Group
The IT Service Delivery Lead oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facingrole and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard. This position requires a highly motivated problem solver with above average customer service and technical skills. The right candidate will work diligently to support our customer base (aka BRG User) and our Windows and Mac desktop environment (including virtual) with an international focus.
Key Responsibilities:
Maintain high performing service support functions including tier 1, tier 2, and VIP Support on site in the BRG London office and other EMEA & APAC offices
Owner of the Incident, Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
As owner of the escalation process the Service Delivery Lead will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed
Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
Drive internal service review meetings covering performance, service improvements, and quality
Meeting Support
Arrange excellent Presentation and Audio-Visual support, assign delegates to ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability
Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively
Manage Entra ID (formerly Active Directory) including creating and modifying user settings.
Work as part of a team, sharing duties with other IT personnel in the London office and throughout the company.
Work with multiple platforms of technology and drive portions of those technologies.
Coordinate project actions with IT Service Manager and IT staff members, vendors and technical representatives, internal and external clients.
Effectively use Servicenow ticketing system for incident management, customer interaction and follow-up.
Additional tasks may be required as directed by the IT Service Manager.
Technical
Lead the IT Service Management team to continually improve the desktop computing environment
Work with the IT team to manage the IT environment to ensure that laptops, PCs, and other access devices are built and maintained to high standards of performance and security
Ensure that patching and anti-virus updates are conducted promptly and effectively
Work with the IT team to evolve standards for hardware, software, and security in the desktop environment
Performance & Quality
Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
Effectively deliver mentoring, and training to the IT Service Management team
Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
Qualities and Skills required
Essential
Able to demonstrate the ability to undertake the above responsibilities
Legally able to work in the country in which the position is based
A passion for Service Improvement
Experienced IT professional
Preferred: ITILv3 or ITIL 4 certification
Preferred: CompTIA A+ or Security+ certification
Previous experience as a Team Lead or demonstrable experience in leading virtual teams
Experience of coordinating 3rd parties and 3rd party delivered services
Service Management or Support in a diverse environment of incident management, escalation procedures and related disciplines
Excellent leadership and people management skills
Excellent written and verbal communication skills. Must have a positive, professional attitude.
Willingness to support and mentor junior staff
Excellent customer facing/customer service skills in a professional services environment
Able to work under pressure and meet deadlines
Able to demonstrate a high degree of flexibility including shift and out of hours working
Excellent organizational skills
Able to manage sensitive and sometimes confidential information
Self-motivated and able to take responsibility
Able to manage and prioritize tasks and time efficiently
Able to demonstrate initiative and a embody a proactive approach to daily tasks
Minimum 4-8 years of IT experience, working in a similar capacity or progressive professional growth to an equal capacity.
Strong knowledge of technology, hardware, and software in a professional services environment (e.g., extensive knowledge of Windows 10 and 11 operating systems, desktop and network security issues and software functionality and deployment, including Microsoft Office and Microsoft Office 365).
Ability to solve complex problems by gathering facts and applying detailed trouble-shooting techniques.
Ability to multitask and prioritize workload along with project assignments.
General working knowledge of basic networking (TCP/IP, DNS, Routing, Sub-netting).
General working knowledge of anti-virus, backup, and remote access technologies.
IT personnel may be required to travel for short periods of time. Trips will sometimes extend to 5 working days and could on rare occasions extend beyond 5 business days. All travel expenses will be reimbursed.
This description indicates the general level and nature of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.
BRG is an Equal Employment Opportunity/Affirmative Action Employer. All qualified candidates will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities