London-based IT Problem & Service Delivery Lead

Academia Ltd t/a Smartdesc

Greater London

On-site

GBP 65,000 - 95,000

Full time

6 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

Gym membership

Health plan

Extra annual leave

Birthday off

Length of service bonus

Will writing

And more

Job summary

Academia Ltd t/a Smartdesc is seeking a Problem & Service Delivery Manager to drive service quality, reduce recurring incidents and improve ticket management across client environments in London. You will own and continually improve the Problem Management process in line with ITIL best practice, ensuring root causes are identified and corrective actions progressed.

Based onsite with our customer, you will lead Problem Management Boards, monitor ticket quality, coach engineers and coordinate

Qualifications

ITIL knowledge and ITSM governance experience.
Proven track record leading Problem Management or similar service improvement initiatives.
Strong stakeholder management and reporting to senior management.
Experience coaching engineers and improving ticket quality and ownership.
Analytical mindset with ability to identify trends and drive actions.

Responsibilities

Lead Problem Management Boards and own the PM process.
Monitor ticket quality, ownership, categorisation and closure.
Liaise with team leads on engineer ticket handling and coaching needs.
Lead structured problem investigations with clear actions and owners.
Review aged, reopened or high-impact tickets for themes and improvements.
Analyse trends across incidents, problems and tickets to drive continual improvement.