International Service Excellence Lead

IT Service Delivery Lead – Glasgow – up to £60K plus benefits (Hybrid)

Change Recruitment are currently working closely with a largely successful and highly established global organisation who are looking for an IT Service Delivery Leadwithin their global Infrastructure Technology and Engineering team. This is great opportunity for someone to establish and manage a Service Excellence Framework with a focus on fostering a culture of continuous improvement, process compliance and improving customer/colleague satisfaction levels.  

The successful candidate will be responsible for - Service Reporting and Analysis, Customer Engagement and Satisfaction, Service Improvement Management, Change and Problem Management, Quality & Security Compliance Management, Service Transition and Vendor Engagement.

Skills and Experience

Experience in a similar role within a global team.

• Highly self-motivated and directed with the drive and energy to achieve desired results.

• Experience in IT Infrastructure technology domains such as Public Cloud, Networking, Compute (Server/Storage), Telephony/Contact Centre and Application Architectures would be advantageous.

• Excellent, current working knowledge of ITIL processes with a high degree of fluency in Problem, Incident & Change management.

• Exceptional leadership, people management, interpersonal, organizational and communication skills, both written and verbal.

• Excellent, current working knowledge of IT security processes and solutions.

• An understanding of ISO 235952 – Service Excellence Principles and Models

• Management of effective and timely problem resolution in-line with client expectations. Well versed in crisis management and root cause analysis techniques.

• Keen attention to detail and ability to present complex ideas in a business-friendly language.

• Experience working in a global team and collaborative environment.

• Strong knowledge and demonstrable experience of project and program management principles / processes and their application in an Agile environment.

• Experience in ServiceNow, Agile tools (JIRA) and collaboration tools (Confluence, SharePoint etc.) would be advantageous.

Education / Qualifications

• Bachelor's Degree in Computer Science, Information Systems, Business Administration, or similar field as well as 2+ years equivalent work experience.

• Knowledge of, qualifications and/or certifications in ITIL processes with a high degree of fluency in Problem, Incident & Change management.

• Knowledge of, qualifications and/or certifications in industry standard project management methodologies used in an Agile environment such as Prince2 Agile or Scaled Agile Framework (SAFe) would be desirable.
  
  

This role is urgent in nature so please email your CV to mitesh.fatnani@change-digital.co.uk or call 077 375 38 248 for more information.