Lead Service Delivery & Security Operations

Reply; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

Reply is seeking a Lead Service Management professional in Greater London, responsible for managing a team of Service Delivery Technicians and Security Analysts. The ideal candidate must have strong leadership skills, a solid understanding of ITIL practices, and experience with ITSM tools such as ServiceNow. Responsibilities include overseeing daily operations, resolving incidents, and ensuring high customer satisfaction through effective service delivery management. The role offers an opportunity to work in a dynamic environment with a focus on excellence and client satisfaction.

Qualifications

• Strong leadership, coaching, and team-building capabilities.
• Solid understanding of Service Delivery aligned with ITIL practices.
• Proven knowledge of ITIL processes, particularly Incident and Change Management.
• Experience with ITSM tools such as ServiceNow.
• Strong understanding of Cyber Security principles.

Responsibilities

• Oversee daily Service Delivery and Security Operations.
• Lead support teams to resolve incidents and service requests.
• Monitor services to ensure timely resolution of incidents.
• Manage incident triage, escalation, and resolution.
• Coordinate software changes through stakeholder engagement.

Skills

Leadership

Service Delivery

Communication Skills

Problem-Solving

Knowledge of ITIL

Cyber Security Principles

ITSM Tools (ServiceNow)

Cloud Platforms (AWS)

CI/CD Pipelines

Agile Methodologies

Tools

ServiceNow

Jenkins

Ansible

Git

Job description

Reply is seeking a Lead Service Management professional in Greater London, responsible for managing a team of Service Delivery Technicians and Security Analysts. The ideal candidate must have strong leadership skills, a solid understanding of ITIL practices, and experience with ITSM tools such as ServiceNow. Responsibilities include overseeing daily operations, resolving incidents, and ensuring high customer satisfaction through effective service delivery management. The role offers an opportunity to work in a dynamic environment with a focus on excellence and client satisfaction.