2 of 2 Permanent Service Delivery Jobs in Worcestershire

Job Title: Service Desk Team Lead Location: Worcestershire Salary: £50,000 per annum + benefits We are partnering with a fast-growing Managed Network Services Provider seeking an experienced Service Desk Team Lead to oversee and manage their service desk operations. This is a fantastic opportunity to lead a technical support team, ensuring excellent service delivery across a range of client networks and IT systems. Role Overview As the Service Desk Team Lead, you will manage the daily operations of the service desk, providing leadership and guidance to a team of technical support engineers. You will act as an escalation point for complex technical issues, maintain service quality, and help drive continuous … improvement initiatives. Key Responsibilities Lead, coach, and manage a team of service desk engineers to deliver first-class support. Act as a technical escalation point for complex issues, particularly around Cisco routers, switches, firewalls, VPNs, and other networking equipment. Monitor and maintain service levels (SLAs, KPIs) and ensure consistent, high-quality support. Collaborate with clients and internal teams More ❯

SAP landscapes and apply remediation as needed, following risk and change control processes. Translate technical changes into operational requirements and ensure documentation is complete, shared, and adopted by the Service Request Team. Provide expert guidance on SAP roles, maintaining up-to-date knowledge of best practices, policies, and procedures. Design and execute periodic reviews of SAP roles and access … to meet audit and compliance standards. Resolve SAP role-related incidents, ensuring appropriate prioritisation and stakeholder communication. Manage service delivery and collaboration with external SAP partners, ensuring timely and quality resolution of delegated tasks. Collaborate with the Service Request Team to triage and resolve service requests and incidents, ensuring consistent, customer-focused outcomes. Contribute to special … via manual and transport mechanisms. Understanding of Segregation of Duties (SoD) principles and ability to advise on role changes and compliance. Experience coordinating with cross-functional teams and managing service requests through ticketing systems (e.g., BMC). Familiarity with SAP GRC Access Control and audit processes. More ❯