Berkeley Research Group Careers

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 an international focus.

Key Responsibilities:

• Maintain high performing service support functions including tier 1, tier 2, and VIP Support on site in the BRG London office and other EMEA & APAC offices
• Owner of the Incident, Request, and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
• As owner of the escalation process the Service Delivery Lead will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
• Monitor, control, and support service delivery; ensuring systems, methodologies and procedures are in place and followed
• Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimized and agreed
• Drive internal service review meetings covering performance, service improvements, and quality
• Meeting Support
• Arrange excellent Presentation and Audio-Visual support, assign delegates to ensure meeting room technology is 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 and collaboration technology effectively
• Manage Entra 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 computing environment
• Work with the IT team to manage the IT environment to ensure that laptops, PCs, and other access devices 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 security in the desktop environment

Performance & Quality

• Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
• Work with internal and third-party teams to ensure actions are taken and completed to protect 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 communication on IT matters and build relationships with other teams to ensure effective dialogue between departments

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 incident management, 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 to an equal capacity.
• Strong knowledge of technology, hardware, and software in a professional services environment (e.g., extensive knowledge of Windows 10 and 11 operating 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.