IT Service Delivery Team Leader

We are looking to recruit a Service Delivery Team Leader for 39 hours per week based at our head office in Pembridge, and you will be required to travel to remote sites world-wide. 

Why join Kingspan Insulation?

We are entrepreneurial, collaborative, and we stand behind a common cause – better buildings for a better world.Kingspan Insulation are a leading manufacturer of high-performance rigid insulation within the construction industry, operating from our site in Pembridge, Herefordshire.  With 188 sites worldwide Kingspan is a global leading employer. 

You will be responsible for supervising the UK&I Service Delivery team in supporting all Kingspan Insulation IT services including applications, systems, hardware and customer experience. You will be providing a point of escalation for other Regional/Divisional teams, and working with the Divisional IT Service Delivery Manager to ensure a high quality delivery of services. Main duties: 

• Work with the Divisional IT Service Delivery Manager to plan, schedule and monitor work activities of the UK&I Service Delivery team in order to meet business needs, ensuring staffing levels are maintained and stock levels are correct. This will include the management of day to day Requests, Incidents, Major Incidents, Changes and Release Management. Ensuring all IT services are delivered in a robust manner as measured against agreed service levels. 
• Ensuring that all tickets are handled in accordance with agreed procedures and that documentation of the supported components is available and in an appropriate format.
• Proposes, discusses and evaluates potential solutions with other resolver teams including third parties and implements agreed modifications or workarounds as directed.
• Escalation point for service requests and incidents managed by Service Delivery personnel including Regional teams.
• Ensure that any changes to the operational environment are only undertaken when properly approved and done so in accordance with the Divisional Change Management procedures.
• Conduct effective performance evaluations and mentor those with less experience through formal channels where appropriate. Ensuring all UK & I Service Delivery Team members are appropriately trained for their roles.
• Liaise with other team leaders/managers within IT to help ensure the achievement of departmental objectives.
•  Deputize for the Divisional IT Service Delivery Manager during periods of annual leave and absence.
• Provide support out of normal hours, either as part of a rota or on an ad-hoc basis to meet business requirements.
• Produce team performance reports.

Key skills, experience and qualificationsIt is essential that you have the following: 

• Full UK driving License
• Good understanding of Office 365 and Exchange online
• Detailed understanding of client hardware and operating system to affectively trouble shoot problems
• To have a good understanding of Citrix environments 
• A good understanding of WAN and LAN environments
• An understanding of MPLS and VPN fundamentals
• Mobile technologies
• Unified Communications
• Experience of managing a team
• Have a strong attention to detail
• Experience of working in an office environment
• Excellent numeracy skills and experience of using spreadsheets
• Ability to identify, analyse and solve problems
• Excellent oral and written communication skills
• Ability to work independently and under own initiative and as part of a team
• Strong organisational skills
• Ability to work under pressure
• A minimum of 2 years’ experience in a similar role and environment

Whilst not essential, the following would be of benefit: 

• ITIL Certification V3/V4
• Certifications in Microsoft  technologies 
• Exchange and Server
• An understanding of Microsoft Active Directory
• An understanding of VM ware

What do we offer?

• 25 days Annual Leave (Plus Bank Holidays)
• Profit Related Bonus
• Contributory pension scheme
• 4 x salary Life Assurance
• Enhanced Maternity, Paternity & Adoption Leave  
• Buy & Sell Annual Leave 
• Service Recognition Rewards  
• Supported Professional Development

Do you have the skills we are looking for? If so, click ‘apply’ now to be considered as one of our IT Service Delivery Team Leader.