IT Service Delivery Lead: Drive Service Excellence & Impact

Julian Hodge Bank Limited; Cardiff; On-site; GBP 65,000 - 90,000; Full time

Job summary

Julian Hodge Bank Limited in Cardiff is seeking an IT Service Delivery Lead to head the Service Desk and Service Improvement teams, ensuring IT services align with ITIL practices and meet SLAs.

You will own incident, problem, change and knowledge management, coach staff, manage suppliers, and work with developers to embed service transition and continuous improvement across the organisation.

Qualifications

• Essential IT or computer science degree.
• ITIL Foundation qualification.
• Experience in Service Desk or Service Delivery role.
• Experience managing technical or project teams.
• Experience supporting applications and infrastructure.
• Knowledge of best practice and tools for Service Desk and Continuous Service Improvement.
• Knowledge of Agile methodologies.

Responsibilities

• Pro-actively manage Service Desk team to ensure issues are resolved promptly.
• Ensure clear and timely customer communications and progress updates.
• Maintain documentation and coordinate with external suppliers and internal development teams.
• Manage resources to meet day-to-day service delivery and capacity planning.
• Monitor support queues and ensure issues progress toward SLA targets.
• Act as technical escalation point for complex issues and customer escalations.
• Participate in Change Management and be a core member of the Change Advisory Board.
• Own Incident, Problem, Change, Monitoring and Event Management processes.
• Own Asset Management processes and ensure they are fit for purpose.
• Manage suppliers under the Hodge framework and build strong relationships.
• Embed Continuous Improvement across Service Delivery and Transition activities.

Skills

ITIL Foundations

Service Desk Leadership

Stakeholder Communication

Agile Methodologies

Team Management

Incident & Problem Management

Education

Relevant IT or computer science degree

Job description

Julian Hodge Bank Limited in Cardiff is seeking an IT Service Delivery Lead to head the Service Desk and Service Improvement teams, ensuring IT services align with ITIL practices and meet SLAs.

You will own incident, problem, change and knowledge management, coach staff, manage suppliers, and work with developers to embed service transition and continuous improvement across the organisation.