IT Service Delivery Lead

Job Title: IT Service Delivery Lead
Location: Cardiff Bay, Wales
Department: Service Delivery Team

The Service Delivery team are adding a Lead position, this exciting new role has become available due to progression in the team.

WHO ARE WE?

Our success over the last 25 years and our ongoing growth can be attributed to our people and our strong culture. Culture and engagement really are part of our DNA here at Creditsafe and we take pride in making Creditsafe a great place to work. It’s important to us that people can be themselves, feel a sense of professional and personal growth and feel part of a global community.

We offer a varied range of benefits that support a good work-life balance, including a hybrid approach to work, which enables you the flexibility needed to thrive.

THE TEAM

Our Service Management team are the champions of our customers, both internal and external. Consisting of a Service Desk Manager, Problem and Incident Managers, as well as a Change Manager, Service Transition Manager, Deskside Engineering Manager and a Technical Writer – we provide the face of IT to the business and operate ITIL based processes as a framework to structure IT-related activities, ensuring they deliver value

JOB PROFILE

This role will support the Head of Service Management with the management of day-to-day services, business engagement and supplier management to ensure services meet the expected standards of both internal and external customers. The Service Delivery Lead is involved in developing and implementing strategy as well as delivering tactical improvements to services. They help to foster a culture of ownership and accountability, as well as championing higher quality and more efficient ways of working.

KEY DUTIES AND RESPONSIBILITIES

  • Represent the interests of the business and its customers within Technology, assisting the Head of Service Management to shape and deliver both tactical and strategic improvements
  • Help to shape Technology strategy items based on customer feedback and their experiences with Creditsafe’s services
  • Recognise, recommend, and where agreed, implement improvements to processes and procedures, ensuring that the efficiency, effectiveness, and compliance is maintained. Encourage and consider ideas and suggestions from team members that help achieve strategic aims
  • Identify opportunities to improve performance against service targets, providing greater transparency of the service provided to both internal and external customers
  • Support, motivate, coach, and assist Service Management team members in the operation of the department and their respective teams and processes
  • Challenge conventional ideas and ways of working – influence and win hearts and minds to bring about positive changes
  • Find new and efficient ways to support the business and its customers, and ensure we utilize automation and self-service whenever possible, reducing risk and driving performance
  • Maintain good knowledge and understanding of all relevant policies and procedures relevant to the role, being always compliant with these policies and procedures
  • Help to manage risks and issues identified by Service Management team members
  • Develop and maintain good knowledge of Creditsafe’s products and services, understanding how and why our products are used and provide value as well as how they are designed and operated
  • Demonstrate leadership, problem solving and critical thinking capabilities in the delivery of your role, setting a good example for those around you
  • Help improve the capabilities of the Technical organization (by, for example, helping to run hackathons or organizing lunchtime learning sessions)
  • Regularly review and evaluate management information to maximise the performance of the various Service Management teams
  • Develop strong relationships with stakeholders and a communications network that will enable you to navigate exceptional situations
  • Practice “radical candor” with colleagues to provide actionable feedback that helps them develop their skills and behaviour
  • Handle more complex enquiries from both staff and external sources to provide an informed response which results in a fair outcome for stakeholders
  • Assist the Head of Service Management to:
    • ensure that all costs are controlled and monitored in accordance with approved budgets and in addition to promote a culture of cost consciousness
    • ensure suitable staff levels are maintained and that staff are trained and fully aware of their responsibilities to achieve set objectives. These goals and objectives are to be communicated to all staff. Be receptive to ideas and suggestions from employees to help achieve strategic aims
  • Help ensure departmental compliance with voluntary, legislative, and regulatory requirements, including but not exhaustively; Credit Consumer Act, Data Protection, ISO27001:13, Anti Money Laundering, Health and Safety, FLA, Employment, and other legislative requirements (as applicable)
  • Maintain awareness and engagement with key projects to ensure Service Management requested actions or risks are addressed

Personal development

All members of the department will participate in regular 1-2-1 and appraisal meetings with their line manager to set personal business objectives, discuss their progress and formulate personal development plans to aid career progression.

  • Take responsibility for, and own, your personal development plan and business objectives
  • Schedule regular 1-2-1 meetings
  • Prepare for and document the outcome of your 1-2-1 meetings

Lead, manage and support the people

Carry out people management as requested by the Head of Service Management other department employees, including but not limited to;

  • Employee life cycle management (in conjunction with HR) from acquisition to separation (if required)
  • Engage and develop staff members
  • Manage attendance and working patterns to maximise efficiency of staff members
  • Manage individual and team performance against agreed key performance indicators created in 1-2-1s and staff appraisals
  • Where required manage disciplinary process (in conjunction with HR and company policy)
  • Structure the team to support business/entity requirements
    • Where required take an active role in negotiating with 3rd Party providers
    • Where required take an active role in relationship / account managing existing 3rd party providers

The responsibilities detailed above are not exhaustive and you may be requested to take on additional responsibilities deemed as reasonable by their direct line manager.

SKILLS AND QUALIFICATIONS

  • University degree in a related subject or;
  • Extensive experience of delivering as part of a Service Management team
  • ITIL v3: Foundation or ITIL v4: Foundation Qualification / Certification.
  • Experience in a similar role within the Business Information industry will be a distinct advantage
  • Demonstrable ability to align strategy with commercial requirements
  • The ability to effectively develop and manage strong working relationships both internal and external to the business
  • Highly developed communication skills – communicating effectively and in a timely manner using appropriate communication tools and techniques
  • Creativity / Innovation – Develop new and unique ways to improve operations of the organization and to create new opportunities
  • Foster Teamwork: Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness
  • Lead: Positively influence others to achieve results that are in the best interest of the organization
  • Make Decisions: Assess situations to determine the importance, urgency and risks, and make clear decisions which are timely and in the best interests of the organization
  • Solve Problems: Assess problem situations to identify causes, gather and process relevant information, generate possible solutions, and make recommendations and/or resolve the problem
  • Proven experience of Service Delivery organisation implementation and continual improvement
  • Proven experience of running service management processes, functions, and capabilities such as: –
    • Capacity/demand management
    • Asset and Configuration Management
    • Incident and Problem Management
    • Service Design and Transition
    • Service Desk
    • Service Level Management
    • Relationship Management
    • Supplier Management
  • Proven experience of crisis management in the event of major issues
  • Experience of effective disaster recovery planning and implementation of mitigations
  • Strong on process but able to make sensible adaptations where needed
  • Experience of ITIL based IT Operations methodology definition and adoption
  • Ability to gain, build and maintain stakeholder trust

Desirable

  • ITIL v3 Expert or ITIL v4 Managing Professional
  • AWS Cloud Practitioner or Tech Essentials
  • Azure Fundamentals

Creditsafe is an equal opportunities employer that values diversity. Please contact Creditsafe if there is any support you need with your application.