Service Delivery Lead

Job Description

Role Overview:As a key member of the DTS IT Service Delivery team, you will be responsible for proactively managing the support of the IT estate and end user services across all global locations where Control Risks operates. You will work as part of a 24 by 7 support capability to provide a seamless service to globally dispersed end users. Additionally, you will collaborate with key members of the business to feed new requirements into the IT business partner team and ensure the overall IT needs of the business are met from a service perspective. This role requires excellent communication, people management skills, and the ability to work across regions with peers and colleagues as a team player. Knowledge and experience of working within ITIL-aligned service environments is required.Key Responsibilities:- Own and manage incidents, major incidents, service requests, and problems ensuring all information is updated accurately on the IT Service Management toolset (ServiceNow) and provide regular updates to the business.- Produce post major incident reports for internal management and audit compliance, acting as the champion of IT customer service ensuring services run and perform adequately.- Proactively manage IT Service, ensure any service trends are raised as problem tickets, and actively participate within the problem management process to reduce the overall number of incidents.- Follow up on incidents and requests raised by end users in line with internally agreed SLAs, regardless of support queue ownership.- Establish excellent relationships with peers on a global level to ensure consistent support services are provided to the business globally.- Implement and adhere to Service Level Agreements (SLAs) and collaborate with resolver groups to address SLA performance shortfalls.- Contribute to IT Service strategy and design, ensure the whole team works towards the Service Delivery roadmap, and actively contribute to internal service delivery continuous improvement initiatives.- Manage IT service delivery staff on shift including mentoring, developing technical and soft skills, conducting objective setting, 1:1 meetings, performance management, and growth.- Ensure all support staff adhere to internal ITSM processes and promote ITIL best practices.- Accountable for the optimal operation of service, delivering effective and efficient high-value IT services to the business across all functions.- Contribute to IT Service reporting, performance metric reporting, and produce daily shift handover notes.Qualifications Required:- Excellent communication and people management skills- Ability to work across regions with peers and colleagues as a team player- Knowledge and experience of working within ITIL-aligned service environments- Experience in managing incidents, major incidents, service requests, and problems- Proficiency in using IT Service Management tools- Strong understanding of Service Level Agreements (SLAs) and IT Service strategy and design Role Overview:As a key member of the DTS IT Service Delivery team, you will be responsible for proactively managing the support of the IT estate and end user services across all global locations where Control Risks operates. You will work as part of a 24 by 7 support capability to provide a seamless service to globally dispersed end users. Additionally, you will collaborate with key members of the business to feed new requirements into the IT business partner team and ensure the overall IT needs of the business are met from a service perspective. This role requires excellent communication, people management skills, and the ability to work across regions with peers and colleagues as a team player. Knowledge and experience of working within ITIL-aligned service environments is required.Key Responsibilities:- Own and manage incidents, major incidents, service requests, and problems ensuring all information is updated accurately on the IT Service Management toolset (ServiceNow) and provide regular updates to the business.- Produce post major incident reports for internal management and audit compliance, acting as the champion of IT customer service ensuring services run and perform adequately.- Proactively manage IT Service, ensure any service trends are raised as problem tickets, and actively participate within the problem management process to reduce the overall number of incidents.- Follow up on incidents and requests raised by end users in line with internally agreed SLAs, regardless of support queue ownership.- Establish excellent relationships with peers on a global level to ensure consistent support services are provided to the business globally.- Implement and adhere to Service Level Agreements (SLAs) and collaborate with resolver groups to address SLA performance shortfalls.- Contribute to IT Service strategy and design, ensure the whole team works towards the Service Delivery roadmap, and actively contribute to internal service de

Keyskills :
IT Service ManagementITILPeople ManagementCommunication Skills