IT Service Delivery Lead

Description

• Maintain high performing service support functions including tier 1, tier 2, and VIP Support on site in the BRG London office and other EMEA & APAC offices
• Owner of the Incident, Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• As owner of the escalation process the Service Delivery Lead will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
• Drive internal service review meetings covering performance, service improvements, and quality
• Meeting Support
• Arrange excellent Presentation and Audio-Visual support, assign delegates to ensure meeting room technology is maintained to high standards and routinely checked to ensure high levels of availability
• Ensure that training services are in place to educate staff on how to use meeting room and collaboration technology effectively
• Manage Entra ID (formerly Active Directory) including creating and modifying user settings.
• Work as part of a team, sharing duties with other IT personnel in the London office and throughout the company.
• Work with multiple platforms of technology and drive portions of those technologies.
• Coordinate project actions with IT Service Manager and IT staff members, vendors and technical representatives, internal and external clients.
• Effectively use ServiceNow ticketing system for incident management, customer interaction and follow-up. 
• Additional tasks may be required as directed by the IT Service Manager.

• Help customers with questions and issues regarding usage of industry standard commercial off the shelf (COTS) software applications. (Microsoft Office Suite, Adobe, Windows OS, Autopilot, MFA, Intune, etc.)
• Be familiar with Mac-based systems, with knowledge of MacOS, iOS, mobile device support, and technologies.
• Perform advance tasks using equipment or software to support customers and IT Specialists or other higher-grade personnel.
• Work closely with the tier 3 IT teams to provide customer assistance related to all deployed hardware and software.
• Coordinate project actions with IT Service Management Supervisor, IT Service Manager, ITSM Leaders, tier 3 IT teams, vendors and technical representatives, internal and external clients.
• Lead the IT Service Management team to continually improve the desktop computing environment
• Work with the IT team to manage the IT environment to ensure that laptops, PCs, and other access devices are built and maintained to high standards of performance and security
• Ensure that patching and anti-virus updates are conducted promptly and effectively
• Work with the IT team to evolve standards for hardware, software, and security in the desktop environment

• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Monitor and review Service Desk calls and tickets to ensure quality and compliance with BRG IT service standards.
• Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
• Effectively deliver mentoring, and training to the IT Service Management team
• Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

• Able to demonstrate the ability to undertake the above responsibilities
• A self-starter with high levels of drive, energy, resilience, a can-do attitude, and willingness to take the initiative. With proven technical expertise and ability to pick things up quickly and assimilate information.
• Work with the IT team to manage the IT environment to ensure that laptops, PCs, and other access devices are built and maintained to high standards of performance and security.
• Legally able to work in the country in which the position is based
• A passion for Service Improvement
• Experienced IT professional
• Preferred: ITILv3 or ITIL 4 certification
• Preferred: CompTIA A+ or Security+ certification
• Previous experience as a Team Lead or demonstrable experience in leading virtual teams.
• Experience of coordinating 3rd parties and 3rd party delivered services.
• Service Management or Support in a diverse environment of incident management, escalation procedures and related disciplines.
• Excellent leadership and people management skills.
• Excellent written and verbal communication skills. Must have a positive, professional attitude.
• Willingness to support and mentor junior staff.
• Excellent customer facing/customer service skills in a professional services environment.
• Able to work under pressure and meet deadlines.
• Able to demonstrate a high degree of flexibility including shift and out of hours working.
• Excellent organizational skills.
• Able to manage sensitive and sometimes confidential information.
• Self-motivated and able to take responsibility.
• Able to manage and prioritize tasks and time efficiently.
• Able to demonstrate initiative and a embody a proactive approach to daily tasks
• Minimum 4-8 years of IT experience, working in a similar capacity or progressive professional growth to an equal capacity.
• Strong knowledge of technology, hardware, and software in a professional services environment (e.g., extensive knowledge of Windows 10 and 11 operating systems, desktop and network security issues and software functionality and deployment, including Microsoft Office and Microsoft Office 365).
• Ability to solve complex problems by gathering facts and applying detailed trouble-shooting techniques.
• Ability to multitask and prioritize workload along with project assignments.
• General working knowledge of basic networking (TCP/IP, DNS, Routing, Sub-netting).
• General working knowledge of anti-virus, backup, and remote access technologies.
• IT personnel may be required to travel for short periods of time. Trips will sometimes extend to 5 working days and could on rare occasions extend beyond 5 business days. All travel expenses will be reimbursed.
• This description indicates the general level and nature of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.