IT Service Delivery Team Leader - Cloud & Hosting Leader
IT Service Delivery Team Leader / Senior Support Engineer - Top 3 Managed Cloud & Hosting Brand
£26,400 - £37,400 DOE + Excellent Benefits + Personal Development
Ready to join one of the leading UK providers of cloud computing and managed hosting?
Headquartered in Glasgow, we employ over 380 talented staff in offices and datacentres across the UK. Originally founded in 1998, the business is listed on the London Stock Exchange and specialises in delivering cloud consultancy, facilitation and digital transformation to ISVs, SMEs, enterprises and the UK public sector.
Our employees help enable any size of business and organisations to operate their online data and IT environments safely and securely. Our technical staff are experts in public, private and hybrid cloud solutions - including AWS and Microsoft Azure – as well as data centre and network engineering. We own and operate a network of UK data centres connected by a high capacity private fibre network and backed by 24/7 technical support.
The Service Delivery Team Leader Role:
Based in our Manchester office you will lead a team of accomplished and dedicated IT Support engineers in support of a large and diverse customer base. You will manage your team effectively to ensure it is best equipped to promote and protect the brand.
You will have a passion for delivering an exceptional level of service to our customers and be proactive in driving up standards with our teams to ensure they reach and exceed expectations.
You are responsible for ensuring an effective, reliable and consistent level of operational support is delivered at all times.
As a team leader you are responsible for management of support tickets throughout the ticket lifecycle, ensuring response and resolution targets are adhered to in respect of existing Service Level Agreements and KPIs.
You will evidence the levels of ownership required to ensure that request fulfilment and incident management are delivered effectively at all times.
As part of the wider service management layer the team Leader must be able to work under minimal supervision, co-ordinate activities using effective prioritization methods, have good communications skills and take ownership for decisions.
The team leader is a positive role model for the team and drives individuals and team improvements through effective mentoring, leadership, including regular 121s and appraisals and other HR processes.
You will work variable shifts covering between the hours of 07:00 and 19:00 and be willing to work weekends in line with shift patterns (typically 1/5).
Service Delivery Team Leader Required Skills, Knowledge and Experience:
+ Excellent customer service skills and experience
+ Proven knowledge of working in IT industry
+ Exposure to Datacentre / Hosting environments
+ Excellent verbal and written communication skills
+ Flexible approach to work as well as the ability to prioritise workload
+ Good problem solving skills
+ Strong Team Leader experience in a technical customer support environment
+ Excellent people manager
+ ITIL accreditation and / or exposure to ITIL Management processes;
+ Technical qualifications (Microsoft / VM Ware);
+ Management Training
+ Good knowledge of hosting products and services
What do we offer in return?
+ We’ll shout you to lunch once a month
+ ½ Day off on your Birthday
+ Breakfast on us every day, including a hot roll on Fridays
+ Free on-site car parking
+ Long service benefits
+ Snacks, drinks and fruit all day, everyday
+ Share save and childcare voucher schemes
Training & Development:
As you can gather, we have a relaxed and friendly working environment but don’t be fooled, you will be working with some of the country’s best talent and greatest technical experts. We want our people to thrive, prosper and to leave work every day feeling valued and that they have made a difference. Talented, motivated and creative people lie at the heart of our success so we invest heavily in our people and their professional and personal development through technical certification, our online training portal and our Management and Leadership Development Programme.
You may have worked in the following capacities:
Lead Hosting Support Engineer, NOC Engineer Team Leader, NOC Service Delivery Leader, Hosting Service Delivery Lead, Senior Data Centre Engineer, Senior Hosting Support Engineer, Senior LaaS Engineer, Infrastructure Engineer.
If you have any pre-application questions please contact us first quoting the job title & ref. Good luck, Team RR.