We are an award-winning and accredited education services business with over 25 years of expertise and are delighted to have recently won the ‘Payroll HR Provider’ Award 2020 from The Rewards for the third consecutive year and the ‘Education Business Services’ Award from the Education Investor Global UK Awards 2020.
We are 100% dedicated to education and our expert team of over 240 highly qualified employees support more than 2,350 Schools and Trusts nationwide.
Technology is key to our business; however, people are at the heart of what we do. Our culture is unique and built upon the motivation and passion of our team. We encourage our employees to flourish and unleash their talent by building their confidence and providing them with the opportunities and support to empower them and realise their full potential. By delivering the best for our employees, we empower them to deliver the best for our customers. This approach has made our outstanding customer retention rate possible.
EPM’s performance in the market has been and continues to be, exceptional, resulting in significant growth year after year. Our success can be attributed to our proactive, forward-thinking approach and passionate team. Our strategy is people and customers first with continual growth across the education sector.
Purpose of The Job
Reporting directly to the Cloud Infrastructure Manager, the IT Service Delivery Lead will focus primarily on the support and delivery of IT services to EPM’s user base.
Working across a broad range of technologies and liaises across multiple areas of the business to support incidents, problems, and request resolution. Responsible for solving IT requests via phone, ticketing system, email, live chat, or instant message and explaining solutions in technical and non-technical terms. This is a technical hands-on role, which will require exceptional customer service and technical skills across both hardware and software packages in use across EPM.
Working under instruction from the Cloud Infrastructure Manager and from the EPM ticketing system on activities that support effective, efficient operations, to all EPM, its customers and wider Citation Group.
The design, implementation, and operation of ITIL based processes and procedures to support IT service and change management activities, within a high availability, high volume/transactional systems and customer-driven landscape.
Use the ITSM system to accurately record and resolve requests
Monitor, Evaluate, prioritise and document incidents or business requests submitted using the JIRA ITSM Service desk platform.
Ensure tickets are updated and regular communications are sent to users on ticket status and progress, in line SLA’s / priority.
Manage the fault resolution process from initiation to closure, ensuring timely resolutions are achieved.
Ensure compliance with Hg / Citation infrastructure and security requirements.
Publish regular reports on ITSM performance, trends, KPI’s.
Runs the EPM IT and Ops Service review meeting.
Interface with 3rd party vendors to deliver services
Own and enforce the change management and release process, so that changes and solutions deployed to the production environment.
Propose technical and functional improvements to systems and gain buy-in to implement
Hands-on experience Microsoft windows-based environments
Hands-on experience across (Azure/O365)
Walk customers through support resolution (Face to Face or via remote support tools)
Help create technical documentation and user guides
Build/Maintain installed PCs, networks, UC / Cloud phone systems admin and peripherals with routine maintenance
Ensure that work is carried out within agreed service levels
Meeting KPIs, SLAs for service/incident requests
Role: IT Service Delivery Lead
Job Type: Permanent
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