IT Service Delivery Lead — Driving Service Excellence

Hodge

Cardiff

On-site

GBP 55,000 - 70,000

Full time

14 days+

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Job summary

Hodge in Cardiff is seeking an IT Service Delivery Lead to guide our Service Desk and Service Improvement teams. The role focuses on ensuring IT services and applications are supported to ITIL-driven standards and within agreed SLAs.

You will lead cross-functional teams, manage suppliers, and drive continuous service improvements, collaborating with business and IT stakeholders to align transition and delivery with strategic goals.

Qualifications

ITIL Foundation qualification.
Experience of working in a Service Desk or Service Delivery role.
Experience of managing technical or project teams.
Experience supporting applications and infrastructure.
Knowledge of best practices and supporting tools for Service Desk and Continuous Service Improvement.
Knowledge of Agile methodologies.

Responsibilities

Pro-actively manage Service Desk team to ensure issues are resolved in a timely manner.
Ensure clear, timely customer communication and updates on issue progress.
Create and maintain documentation on work undertaken.
Engage with external suppliers and internal development teams to resolve issues.
Manage resources to meet day-to-day service delivery and capacity planning.
Monitor support queues and ensure incidents are progressed appropriately.
Meet SLA targets for response and resolution; report on SLAs and availability.
Act as escalation point for difficult issues and customer escalation.
Input into Change Management and participate in Change Advisory Board.