Service Delivery Shift Lead

As a key member of the DTS IT Service Delivery team, the Service Delivery Shift Lead is responsible for:

• Proactively managing the support of the IT estate and end user services across all global locations where Control Risks operates.
• Working as part of a 24 by 7 support capability, to provide a seamless service to globally dispersed end users
• Working as part of Enterprise Technology Services to support and protect the company's electronic assets, irrespective of region.
• Working with key members of the business to feed new requirements into the IT portfolio management team and ensure the overall IT needs of the business are met from a service perspective.
  

This role requires excellent communication and people management skills as well as the ability to work across regions with peers and colleagues as a team player. Knowledge and experience of working within ITIL-aligned service environments is required.

Tasks and responsibilities:

IT Service

Owns and manages incidents, major incidents, service requests and problems with ensuring all information is updated accurately on the IT Service Management toolset (ServiceNow), and regular updates are made to the business in an appropriate manner.

Accountable for producing post major incident reports for internal management and audit compliance. Flags issues with global vendors, as necessary.

Manages IT Security incidents as per the IT Security process, in cooperation with our internal IT Security team and other vendors as required.

Acts as the champion of IT customer service ensuring services run and perform adequately from their devices; flag any work that requires to be resolved to the correct resolving team and assists in prioritizing the workload.

Proactively manages IT Service, ensures any service trends are raised as problem tickets and actively participates within the problem management process, with the goal of driving down the number of overall number of incidents.

Proactively ensures that the incidents and requests raised by end users, are followed up on, in line with internally agreed SLAs, regardless of support queue ownership.

Ensure all process data sets including Joiners, Movers, Leavers, asset register, etc., are maintained and remain accurate, for all global locations

Establishes excellent relationships with peers on a global level, ensuring support services are provided consistently to the business on a global basis.

Implements and adheres to Service Level Agreements (SLAs)

Collaboration with resolver groups to address SLA performance shortfalls

Where necessary, partakes in audit review meetings

Strategy

Actively contributes to IT Service strategy and design, actively ensure the whole team works and contributes towards the Service Delivery roadmap

Actively contributes towards the internal service delivery continuous improvement initiatives to drive operational and business improvements. Where applicable, clearly demonstrates return on investment on efficiency opportunities.

People management and communication

Manages IT service delivery staff on shift, including mentoring, developing technical skills and soft skills, performing objective setting, 1:1 meetings, performance management and growth.

Manages IT Service delivery staff who are based on-site/In-country to ensure full end to end service is delivered, using a matrix management approach

Ensures all support staff adhere to internal ITSM processes and promotes ITIL best practices.

Accountable for the optimal operation of service, delivering effective and efficient high value/quality IT services to the business across all business functions.

Contributes to the IT Service reporting; performance metric reporting, outlining what has gone well and what needs to be improved as part of structured weekly and monthly reporting

Accountable to produce the daily shift handover notes

Essential

Experience of running a global support team, preferably as part of a 24 by 7 setup.

Been part of a global IT support team that operates as a single business unit irrespective of organizational structures.

Experience of managing shift workloads, working with local and regional resources

Experience of operating/supporting multi-national/global customer base

Service management experience within global, large-scale, and diverse cultural environments.

Has the skills to build trust and good relationships within the business.

Understands basic financial management and can articulate IT requirements in business language.

Good level of understanding of core Microsoft Office 365 productivity tools including Office, Teams, Exchange, etc.

Exposure to managing IT environments which are either outsourced or where the services are provided remotely, e.g., from a data center in another region.

Must have an excellent understanding of standard IT security tools and systems.

Previous IT service reporting and analysis experience.

Experience with interfacing to senior management.

Experience of developing governance practices to track and measure the quality of services.

Preferred

Experience in supporting Enterprise Resource Planning (ERP) applications.

Exposure to contemporary WAN and LAN services and devices.

Good understanding of emerging technologies.

Qualifications and specialist skills

5+ years working experience in an IT Service Desk or Helpdesk role.

2+ years in a management role within the IT Service Desk or helpdesk role.

Well-rounded knowledge of ITIL disciplines, preferably ITIL intermediate or ITIL 4 qualified.

Ability to mentor first, and second line resources.

Excellent written, verbal, and presentational skills

Excellent organizational skills.

Excellent customer facing and customer service skills.

Documentation: create, modify, and review technical documentation.

Strong consultative approach (relationship and engagement skills).

Able to work on multiple projects and tasks at the same time.

Delivery and quality service focused.

Strong team player, particularly given that this is a global team with multiple time zones, etc.

Natural problem solver.

Good understanding of the Control Risks business or similar consultancy business models.