Service Delivery Shift Lead

The Service Delivery Shift Lead is responsible for managing IT support across all global locations, working with key business members to ensure IT needs are met, and working as part of a 24/7 support capability. This role requires excellent communication and people management skills, as well as knowledge and experience of working within ITIL-aligned service environments.

Requirements

• IT Service
• Owns and manages incidents, major incidents, service requests and problems with ensuring all information is updated accurately on the IT Service Management toolset (ServiceNow), and regular updates are made to the business in an appropriate manner.
• Accountable for producing post major incident reports for internal management and audit compliance. Flags issues with global vendors, as necessary.
• Manages IT Security incidents as per the IT Security process, in cooperation with our internal IT Security team and other vendors as required.
• Acts as the champion of IT customer service ensuring services run and perform adequately from their devices; flag any work that requires to be resolved to the correct resolving team and assists in prioritizing the workload.
• Proactively manages IT Service, ensures any service trends are raised as problem tickets and actively participates within the problem management process, with the goal of driving down the number of overall number of incidents.
• Proactively ensures that the incidents and requests raised by end users, are followed up on, in line with internally agreed SLAs, regardless of support queue ownership.
• Ensure all process data sets including “Joiners, Movers, Leavers,” asset register, etc., are maintained and remain accurate, for all global locations
• Establishes excellent relationships with peers on a global level, ensuring support services are provided consistently to the business on a global basis.
• Implements and adheres to Service Level Agreements (SLAs)