Client Services Team Leader

TN United Kingdom; London; On-site; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic IT Service Delivery Lead to enhance their operational excellence. This role involves leading a dedicated team, managing IT support for over 1000 devices, and driving initiatives that improve service delivery across global sites. The ideal candidate will bring a wealth of experience in IT support, particularly in environments following ITIL practices, and will be instrumental in fostering relationships with vendors and stakeholders. If you're passionate about technology and looking to make a significant impact in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• 5+ years of IT support experience in a busy IT Service Desk.
• Experience managing IT incidents using ITSM workflow tools.
• Degree in a computing or technical discipline preferred.

Responsibilities

• Lead the IT Service Delivery team and drive operational excellence.
• Manage and administer IT management systems like AD and Azure.
• Ensure high levels of customer satisfaction and support.

Skills

ITIL practices

Microsoft Office 365 administration

Active Directory

Vendor & Supplier management

Scripting and automation techniques

Interpersonal and communication skills

Education

Degree in computing/technical discipline

Microsoft Certified Professional (MCP)

Cloud qualification

Tools

ServiceNow

Workspace ONE

Intune

Azure

Office365

Job description

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Since Sir Jim Ratcliffe announced Project Grenadier in 2017, our team at INEOS Automotive has grown rapidly. From a start-up to the scaled business we are now, we’ve hit some huge milestones along the way. Despite some global challenges, we brought our first vehicle, the INEOS Grenadier, from a vision to prototype and to market in just five years. And now, as the first customer deliveries of our INEOS Grenadier have begun, we look to the future with our first all-electric vehicle.

People and Culture

With around 1500 employees, 10 locations and 44 nationalities, we’re an international team working together to challenge the ordinary. We welcome people who mirror our values: Spirit of ownership, who take responsibility and make things happen. Delivering quality work, with ambition to deliver outstanding results and who have a community mindset, believing together everyone achieves more. Creativity and initiative are encouraged to support your career development.

We’re doing things differently.

Your role: You and your team will play an important role in ensuring Enterprise and Office IT Support and continuously onboarding new and improving existing IT services as needed. You will lead the IT Service Delivery team whilst driving operational excellence and maturity and provide effective management including mentoring, coaching, training, target setting and performance assessment. You will also develop training plans for the growth and advancement of the team.

Accountabilities of the job ( including but not limited to):

Strategic Goals

• Creation of IT Service-related policies and procedures, and leading the implementation across INEOS Automotive global sites
• Design and lead the Vendor & Supplier management strategy
• Ownership of escalated service desk issues
• Ensuring the office and user IT support strategy across all offices
• Organise the support of the Enterprise Systems when needed
• Pre-project analysis and scoping
• KPI Reporting and team audits
• Budget monitoring and purchasing
• Managing the IT support in supporting 1000+ laptops and phones
• Manage and administer IT management Systems: AD, Azure, Exchange, Office365
• Manage and administer device management systems: Workspace ONE, Intune, Group Policy
• Administering and supporting printer devices and audio-visual and conferring facilities
• Maintain high quality end-user experience and arrange appropriate support for VIP users
• Drive new projects and other IT initiatives as needed
• Administer the ITSM portal and manage the CMDB
• Provide after hours and on-call support as needed
• Drive a customer-centric focus. Ensure that levels of customer satisfaction remain high and that potential causes for concern are identified in advance and prevented
• Fosters relationships with non-IT functions and finds opportunities to assist them
• Manage relationships with vendors, suppliers and service providers

What we are looking for:

• Degree in a computing/technical discipline preferred
• Microsoft Certified Professional (MCP) – is desirable.
• A cloud qualification will be an advantage
• Experience in leading a small team is required.
• Proven IT Support experience of 5+ years in a busy IT Service Desk, Operations or technical support environment working to ITIL practices
• Previous experience managing IT incidents using an ITSM workflow toolset e.g. ServiceNow/Remedy/FreshService or other SaaS Service Desk system
• Building, configuring and deploying desktop environments with commonly used desktop imaging tools
• Good knowledge of patch management principles, ideally using Workspace ONE or any deployment tool
• Strong knowledge of Microsoft based operating systems with emphasis on Windows 10 and in Microsoft Office 365 administration
• Experience with using and troubleshooting Outlook 365 within a domain environment (e.g. permissions, calendar sharing, delegation etc.)
• Active Directory knowledge - creating user accounts, reset passwords, create groups etc. including basic Security and Distribution Group administration. Experience with Azure AD will be an advantage.
• Setting up and supporting a modern workplace videoconferencing solution
• Supporting iOS and Android devices, including the use of an MDM solution for policy management
• Experience of supporting a networked, multi-function printer estate
• Experience of scripting, orchestration and automation techniques
• Experience of working and building relationships with stakeholders, suppliers and 3rd parties
• A good level of interpersonal, communication, influencing and negotiating skills
• Preference will be given to applicants with an automotive, manufacturing or engineering background