Position Summary:
We are seeking a service-oriented and technically proficient IT Service Delivery Lead to oversee the planning, execution, and continuous improvement of IT end-user support services. This role will lead the desktop support team and act as the key liaison between IT and business users, ensuring timely and high-quality service delivery. The ideal candidate combines hands-on technical knowledge with strong leadership and communication skills to ensure service excellence across the organisation.
Key Responsibilities:
Service Leadership & Team Management
- Lead the IT service delivery team, managing daily operations, service performance, and staff development.
- Maintain strong, collaborative relationships with internal clients and stakeholders to ensure high levels of satisfaction.
- Act as the single point of contact for service delivery matters, performance reviews and escalations.
Service Quality & Client Engagement
- Gather and act on user and client feedback to enhance service quality and operational efficiency.
- Ensure service delivery aligns with business goals, customer expectations, and compliance requirements.
- Drive a culture of accountability and continuous improvement across the IT support function.
Operational Oversight
- Oversee the full lifecycle of IT support services, including incident resolution, service requests, asset management, and change control.
- Coordinate with cross-functional IT teams (e.g., Infrastructure, Security, Applications) to ensure seamless service integration and issue resolution.
- Ensure all IT service documentation is accurate and up-to-date, including SOPs, knowledge base, and inventory records.
Technical & Compliance Oversight
- Support endpoint management, desktop imaging, software deployment, and patch management.
- Ensure compliance with internal policies and healthcare sector cybersecurity standards.
- Provide technical guidance and support for complex user or system issues as needed.
Vendor & Stakeholder Management
- Manage vendor relationships to ensure timely procurement, support, and maintenance of end-user IT equipment and services.
- Collaborate with public agencies (where applicable), internal teams, and external partners to troubleshoot and resolve issues efficiently.
- Conduct regular service performance reviews and improvement planning sessions with key stakeholders.
Requirements:
- Bachelor's degree in Information Technology, Computer Science, or a related field.
- Minimum 5 years of relevant IT experience, with at least 3 years in a team leadership or service delivery role.
- Strong technical knowledge in end-user computing, Microsoft 365, Active Directory, endpoint security, and ITSM platforms (e.g., JIRA).
- Strong interpersonal and communication skills, with a proven ability to manage both users and technical teams.
- ITIL certification or working knowledge of ITIL principles is preferred.
