We are looking for a Service Delivery Team Lead to join our Cardiff team, this role will need you in the office all week.
WHO ARE WE?
Privately owned and independently minded, Creditsafe operates with the vision of helping businesses make informed decisions. We do this by providing valuable insights on customers, suppliers, and potential buyers to a range of organizations, including corporates, public sector bodies, and SMEs around the world.
Our journey started in Oslo, Norway, in 1997, with the aim of making business information accessible to everyone. Over the past 25 years, we have not only achieved this, but we have also innovated the market, making data intelligence available to businesses of all sizes. Through the use of machine learning, AI, and connected data, we continue to help businesses by turning data into actionable insights.
From risk management to identifying new opportunities, our industry-leading solutions enable companies to become stronger, grow faster, and thrive.
THE TEAM
The Service Delivery department is part of Creditsafe’s Production Engineering Directorate. This directorate also includes Service Reliability Engineering, Platform Engineering, Database Engineering, and Cloud Infrastructure Architecture teams.
The Service Delivery team manages the Service Desk, Deskside Engineering, and various IT processes, including Incident, Problem, Transition, Knowledge, Release, and Change Management.
JOB PROFILE
The Service Delivery Team Lead will initially provide maternity cover for the Deskside Engineering Manager, overseeing the day-to-day operations of the Deskside Engineering team at our global offices. This role is ideal for someone who is supportive, technically skilled, and enjoys teamwork. After the maternity cover period, the role will expand to support the Head of Service Delivery in overseeing the wider Service Delivery function, with additional duties as needed.
KEY DUTIES AND RESPONSIBILITIES
1. Lead the Deskside Engineering team, focusing on delivering high-quality support and ensuring customer satisfaction.
2. Encourage the use of Artificial Intelligence (AI) to enhance the team's productivity and efficiency.
3. Develop training and documentation to empower staff to find solutions independently.
4. Create and improve service management processes to increase efficiency.
5. Act as a point of escalation for service issues, collaborating with the team to resolve complex challenges.
6. Support team members' professional growth through coaching and mentoring.
7. Work with other departments to ensure service management activities align with company goals.
8. Assist the Head of Service Delivery with planning, projects, and operational tasks.
9. Ensure compliance with company policies, industry standards, and regulations.
Note: The duties listed above are not exhaustive. The Service Delivery Team Lead may be asked to take on other reasonable tasks as needed.
SKILLS AND QUALIFICATIONS
1. Experience in IT support, with a background in team leadership or management.
2. Strong communication and interpersonal skills.
3. Proficiency in Windows and Mac operating systems, Office applications, hardware troubleshooting, and network fundamentals.
4. Certifications such as ITIL, Lean Six Sigma, CompTIA A+, or MCP are an advantage.
5. Ability to manage multiple tasks and organize effectively.
BENEFITS
1. Competitive salary
2. Company laptop
3. Bonus scheme
4. 25 days of annual leave plus bank holidays
5. Hybrid working model
6. Healthcare and company pension
7. Cycle-to-work scheme and wellbeing program
8. Global company events
9. E-learning and career progression opportunities
10. Additional benefits listed on the Careers page: Creditsafe Careers
Creditsafe is an equal opportunities employer that values diversity. If you need any support during your application process, please contact us.
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