Overview
The Information Technology Service Delivery Lead will oversee workplace IT operations and enhance the end-user experience across both UK and international offices. This hybrid role involves leading the IT Enablement team to ensure efficient service delivery, implementing automation, and driving process improvements while maintaining service excellence.
Responsibilities
- Lead and mentor the IT Workplace/Service Desk team to provide exceptional IT support.
- Oversee ticketing, incident management, and service requests, ensuring compliance with SLAs and KPIs.
- Act as the escalation point for complex issues and high-priority incidents.
- Drive initiatives for automation, self-service, and continuous improvement.
- Manage and optimise key workplace platforms including Google Workspace, Intune, Jamf, and ITSM tools.
- Oversee IT asset management and user lifecycle management processes.
- Monitor and maintain corporate network performance and security.
- Collaborate with engineering and security teams to ensure seamless IT operations.
Requirements
- 8–12 years of experience in IT Operations, Service Delivery, or Workplace Technology, with 2–3 years in a leadership role.
- Strong expertise in Google Workspace, MDM tools (Jamf, Intune), and ITSM platforms (ServiceNow, Jira, Freshservice).
- Solid understanding of network management, endpoint security, and identity access controls.
- Familiarity with ITIL best practices and process-driven service delivery.
- Ability to lead distributed teams and manage escalations effectively.
- Excellent communication, stakeholder management, and problem-solving skills.
- Proactive, automation-first approach focused on user experience and continuous improvement.
- ITIL certification (v3 or v4) is a plus.