Service Delivery Team Lead

Creditsafe; Cardiff; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading data company in Cardiff is seeking a Service Management Team Leader. This role involves managing the Deskside Engineering team and ensuring effective service delivery while supporting staff training and improvements. The ideal candidate has IT support experience and strong management skills. A hybrid working model is offered along with competitive benefits.

Benefits

Competitive Salary

Company Laptop

Bonus Scheme

25 Days Annual Leave

Healthcare & Company Pension

Cycle to work and Wellbeing Programme

Career progression opportunities

Qualifications

• Proven experience in an IT Support role, with supervisory experience.
• Strong leadership and excellent communication skills.
• Proficiency in Windows, Mac OS, and hardware troubleshooting.

Responsibilities

• Manage the Deskside Engineering team for high-quality service delivery.
• Encourage the use of AI to enhance team productivity.
• Monitor performance and provide coaching for professional development.

Skills

Leadership and team management

Communication skills

IT support experience

Knowledge of Windows and Mac OS

Problem-solving skills

Education

ITIL certification

CompTIA A+

Lean Six Sigma

Microsoft Certified Professional (MCP)

Job description

Overview

Creditsafe is seeking a Service Management Team Leader, this role will require you to be in the office for 75% of the week.

About Creditsafe:

With the largest owned database supported by a partner network, Creditsafe provides data on 320 million companies in over 100 countries to support its customers. Creditsafe is scaling its business and currently experiencing significant growth in Ireland. As a data company, Creditsafe collects and processes large amounts of complex data from multiple channels to serve our clients with opportunities to gain actionable insights. Our holistic data aggregation helps our clients fill knowledge gaps, influence decision-making, and uncover hidden patterns.

Job Summary

The Service Delivery department sits within Creditsafe’s Production Engineering Directorate. This directorate also includes Service Reliability Engineering, Platform Engineering, Database Engineering and Cloud Infrastructure Architecture functions. Service Delivery itself operates the Service Desk, Deskside Engineering, Incident, Problem, Transition, Knowledge, Release and Change Management functions and processes.

The Service Delivery Team Lead is a new role that will initially provide maternity cover for the Deskside Engineering Manager, overlooking the day-to-day operations and management of the Deskside Engineering team based in our offices around the world. The role requires a supportive and technically proficient team player to manage day-to-day operations and ensure the engineers possess the required knowledge, behaviours, and skills to succeed in their role.

Post-maternity cover, the role will expand to assist the Head of Service Delivery in managing the broader Service Delivery function with other duties as assigned.

Key Responsibilities

• Manage and oversee the Deskside Engineering team, ensuring high-quality service delivery and customer satisfaction.
• Explore and encourage the use of Artificial Intelligence (AI) within the team to enhance the productivity and efficiency of both the team and the staff they support.
• Develop and enhance our existing body of training and documentation resources to improve our staff’s ability to self-service.
• Develop and implement service management processes and procedures to enhance efficiency and effectiveness.
• Serve as a point of escalation for service issues and work collaboratively with the team to resolve complex problems.
• Monitor team performance, providing coaching and mentoring to support professional development.
• Collaborate with other departments to align service management activities with broader organizational goals.
• Assist the Head of Service Delivery with planning, project management, and operational tasks.
• Ensure compliance with company policies, industry standards, and regulatory requirements.

Qualifications and Experience

• Proven experience in an IT Support role, with experience in a supervisory or managerial role
• Strong leadership and team management abilities, with excellent communication and interpersonal skills.
• Proficiency in Windows and Mac operating systems, Office applications, hardware troubleshooting, network fundamentals.
• Relevant certifications such as ITIL, Lean Six Sigma, CompTIA A+, or Microsoft Certified Professional (MCP) are a plus.
• Ability to manage multiple priorities.

Benefits

• Competitive Salary.
• Company Laptop supplied.
• Bonus Scheme.
• 25 Days Annual Leave (plus bank holidays).
• Hybrid working model.
• Healthcare & Company Pension.
• Cycle to work and Wellbeing Programme.
• Global Company gatherings and events.
• E-learning and excellent career progression opportunities.
• Plus more that can be found on the benefits section on the Careers page, https://careers.creditsafe.com/gb/