Service Delivery Lead

At CV-Library, we have a simple vision: to help the world to work and we are looking for exceptional and talented people to help us realise this vision in both UK and overseas markets.

We are in a period of accelerated growth, following a year of key strategic acquisitions and significant investment across all parts of the business from Tech and Data to People and HR, there's never been a more exciting time to join us or a better place to grow your career!

Benefits

Here at CV-Library, we value our employees and are committed to offering the best:

• 25 days holiday, plus bank holidays
• Additional day off for your birthday
• Holiday buy/sell scheme
• Life Assurance - up to 3 times your annual salary
• Medicash healthcare cashback plan - includes dental, physio, osteopathy, complementary and alternative therapies such as reflexology
• Discounts as part of Medicash, gym memberships, shopping, entertainment etc.
• Eyecare and flu vouchers
• Employee Assistance Program and Mental Health First Aiders
• Pension contribution up to 7%
• Ongoing training and development - face to face training sessions available throughout the year
• LinkedIn Learning - over 5,000 free courses to choose from
• Long Service Awards

The Role

Hours: Monday-Friday, 9:00-17:30
Location: Fleet, Hampshire
Working Pattern: Hybrid - 3 days per week on site

Responsibilities:

• Ensuring all raised issues are handled and resolved against agreed SLAs and processes
• Recording of all data relating to incidents within the ticketing system ensuring full alignment to the Incident Management Process
• Line Management of the Service Desk
• Actively picking up incidents and requests to support the team
• Management and coordination of Major Incidents to ensure effective closure and communications are adhered to
• Act as a point of contact for the team for escalated queries
• Conduct regular reports to help identify trends, repeat incidents and common issues, providing direction and support to ensure efficiency and adherence to process
• Actively own and manage Problem and Post Incident Records to conclusion/resolution
• Act as deputy for Change manager when called upon
• Management of OOH Rota and acting as a point of escalation

What we're looking for:

• Hands-on experience with Linux
• In-depth knowledge on o365, Windows operating systems and other Microsoft Services
• Good knowledge with Cisco, Ubiquiti, Meraki
• Strong hands-on experience with laptop/PC configuration and physical setup
• Strong understanding of ITIL processes
• Good understanding of Monitoring and Logging including best practice
• Working within an Agile environment using both Kanban and Scrum (preferably using Jira)

We are actively committed to promoting a fully diverse and inclusive workforce and we welcome applications for this role from all candidates who meet the key requirements.

Please do not hesitate to get in touch should you require any reasonable adjustments to assist with your application.