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    IT Service Delivery Lead - London, United Kingdom - Berkeley Research

    Berkeley Research
    Berkeley Research London, United Kingdom

    4 days ago

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    Description

    Description

    Position at BRG (UK) Limited

    The IT Service Delivery Lead oversees several key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.This position requires a highly motivated problem solver with above average customer service and technical skills. The right candidate will work diligently to support our customer base (aka BRG User) and our Windows and Mac desktop environment (including virtual) with aninternational focus.

    Key Responsibilities:

  • Maintain high performing service support functions including tier 1, tier 2, and VIP Supporton site in the BRG London office and other EMEA & APAC offices
  • Owner of the Incident, Request, and Escalation processes, ensuring high levels ofperformance in these processes, accurate reporting and establishing service improvementactivities when required
  • As owner of the escalation process the Service Delivery Lead will take ownership ofmajor incidents to ensuring coordination of resolving parties, effective communication tostakeholders and post incident review
  • Monitor, control, and support service delivery; ensuring systems, methodologies andprocedures are in place and followed
  • Champion Service and Support in projects and developing a strong understanding ofprojects impacting your service area and ensuring service impact is minimized and agreed
  • Drive internal service review meetings covering performance, serviceimprovements, and quality
  • Meeting Support
  • Arrangeexcellent Presentation and Audio-Visual support, assign delegates to ensure meeting room technologyis 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 andcollaboration technology effectively
  • ManageEntra 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.

    • Technical

  • Lead the IT Service Management team to continually improve the desktop computingenvironment
  • Work with the IT team to manage the IT environment to ensure that laptops, PCs, and other accessdevices 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 securityin the desktop environment

    • Performance & Quality

  • Make recommendations for Service Improvement Plans and ensure actions are followedthrough to completion in a timely manner
  • Work with internal and third-party teams to ensure actions are taken and completed toprotect 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 communicationon IT matters and build relationships with other teams to ensure effective dialogue betweendepartments

    • Qualities and Skills required

    Essential

  • Able to demonstrate the ability to undertake the above responsibilities
  • 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 incidentmanagement, 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 toan equal capacity.
  • Strong knowledge of technology, hardware, and software in a professional services environment (., extensive knowledge of Windows 10 and 11operating 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.

    • About BRG

    Berkeley Research Group, LLC (BRG) is a global consulting firm that helps leading organizations advance in three key areas: disputes and investigations, corporate finance, and strategy and operations. Headquartered in California with over 40 offices around the world, we are an integrated group of experts, industry leaders, academics, data scientists, and professionals working beyond borders and disciplines. BRG strives to build and nurture a culture where inclusiveness is instinctive, not an initiative. We celebrate and value the diversity of our professionals and are dedicated to maintaining a truly inclusive work environment where all individuals feel respected and valued. We harness our collective expertise to deliver the inspired insights and practical strategies our clients need to stay ahead of what's next.

    Berkeley Research Group is proud to be an Equal Opportunity Employer. Our hiring practices provide equal opportunity for employment without regard to race, religion, color, sex, gender, national origin, age, United States military veteran status, ancestry, sexual orientation, marital status, family structure, medical condition including genetic characteristics or information, veteran status, or mental or physical disability so long as the essential functions of the job can be performed with or without reasonable accommodation, or any other protected category under federal, state, or local law.

    BRG is an E-Verify Employer

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