Service Delivery Shift Lead

This Service Delivery Shift Lead role is responsible for managing the IT estate and end-user services in a globally dispersed environment. The role involves incident management, security incident management, customer service, service level agreement (SLA) adherence, and IT service strategy. Collaboration with business partners and peers is essential.

Requirements

• Experience of running a global support team, preferably as part of a 24 by 7 setup.
• Managed shift workloads, working with local and regional resources.
• Experience of operating/supporting multi-national/global customer base.
• Service management experience within global, large-scale, and diverse cultural environments.
• Understanding of basic financial management and IT requirements communication.
• Excellent understanding of IT security tools and systems.
• Previous IT service reporting and analysis experience.
• Experience of developing governance practices to track and measure the quality of services.