Problem & Service Delivery Lead (ITIL) – London Onsite

Academia Ltd; Greater London; Híbrido; GBP 65.000 - 90.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Gym membership contribution

Health Cash Plan

Increased annual leave with length of‑

Complimentary day off on your birthday

Length of service bonus

Free Will Writing service

Descripción de la vacante

Academia The Technology Group (UK) is seeking a Problem & Service Delivery Manager to drive service quality, reduce recurring incidents, and improve ticket management across client environments. Based onsite in London, you will own and continuously improve Problem Management per ITIL; coordinate root-cause investigations and actions with engineers and service teams.

You will lead PM Boards, monitor ticket standards, and report on service quality metrics, aligning updates for clients and senior

Formación

• ITIL-based problem management experience in a managed services or complex IT environment.
• Strong root-cause analysis and trend identification capabilities.
• Experience coaching engineers and improving ticket management standards.

Responsabilidades

• Lead weekly Problem Management Boards and own the PM process end-to-end.
• Monitor ticket quality with clear ownership, updates, categorisation and closure.
• Liaise with leads and managers to address coaching needs and process gaps.
• Coordinate structured problem investigations with actionable outcomes.
• Review aged/reopened/high-impact tickets to identify themes and risks.
• Analyse incident/problem/ticket trends to drive improvements.
• Lead root cause investigations and coordinate corrective actions with teams.
• Maintain known error records, workarounds and lessons learned.
• Ensure client updates are business-focused and clear.

Conocimientos

Confident communicator

Lead Problem Management Boards

ITIL knowledge

Analytical mindset

Stakeholder management

Coaching and mentoring

Calm under pressure

Educación

ITIL Foundation certification desirable

Herramientas

ManageEngine ServiceDesk Plus

Autotask

ServiceNow

Halo

Descripción del empleo

Academia The Technology Group (UK) is seeking a Problem & Service Delivery Manager to drive service quality, reduce recurring incidents, and improve ticket management across client environments. Based onsite in London, you will own and continuously improve Problem Management per ITIL; coordinate root-cause investigations and actions with engineers and service teams.

You will lead PM Boards, monitor ticket standards, and report on service quality metrics, aligning updates for clients and senior