IT Service Delivery Lead

OVERALL PURPOSE

The IT Service Delivery Lead will ensure the efficient operation of the Service Desk function, delivering high-quality support to users while maintaining alignment with business objectives. This role is critical in managing the end-to-end lifecycle of incidents, problems, and changes, ensuring timely and effective resolution to minimize business disruption. As the Incident, Problem and Change Owner, the IT Service Delivery Lead leads efforts to restore normal service operations, implement changes with minimal risk, and drive continuous service improvements, all while fostering collaboration between IT teams and business stakeholders to enhance overall service delivery. Operating as a hands-on 'player-coach', this role combines direct operational execution and technical problem-solving with leadership and mentorship for a compact team.

Responsibilities will include:

• Steering and actively participating in the daily operations of the Service Desk Team, ensuring service levels are met and maintained using ITIL processes and best practices for service delivery.

• Build, lead and mentor a high performing Service Desk Team, providing coaching, training, and performance evaluations.

• Act as a liaison between the Service Desk Team, other IT teams, and business stakeholders to ensure smooth communication.

• Serve as the Lula Incident Owner by overseeing and supporting the full lifecycle of all incidents, ensuring that incidents are triaged correctly, leading major incident resolution efforts and ensuring SLAs are met.

• Serve as the Lula Problem Owner to identify high impacting or recurring issues and root causes of incidents, and driving the resolution of problem records by facilitating cross-team efforts to identify workarounds and implement permanent fixes.

• Maintain a knowledge base to help reduce the occurrence of repeat incidents by providing the Service Desk Team with known error solutions.

• Serve as the Lula Change Owner by overseeing the approval, implementation, and communication of IT changes, and chair Change Advisory Board (CAB) meetings to facilitate the discussion and approval from stakeholders..

• Oversee relationships with key third-party IT vendors and service providers, monitoring adherence to SLAs and leading regular service review meetings to drive vendor accountability and performance improvement.

• Provide regular reports on service performance, including key metrics for incidents, problems, changes, and service requests.

THE SKILLS AND EXPERIENCE WE'RE LOOKING FOR

• ITIL certifications advantageous, ITIL and ITSM process experience essential
• 6+ years of experience in a service desk or ITSM orientated role
• 1+ years of experience in a leadership, supervisory or management position
• Experience with Jira Service Management and Software essential
• Excellent problem-solving and troubleshooting skills, with a keen eye for detail
• Outstanding communication and interpersonal skills, with a user-centric approach
• Experience managing vendor or third-party service provider relationships, including SLA monitoring, reporting and service review governance
• Ability to work under pressure, prioritise tasks, and meet deadlines
• Demonstrated ability to motivate and inspire team members to achieve their best
• A proactive, self-driven attitude with a passion for continuous learning and improvement