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For Companies At a Glance
- Tasks: Lead the IT Service Delivery team and manage service delivery across EMEA West.
- Company: Join Aristocrat, a global leader in gaming technology with a commitment to innovation.
- Benefits: Enjoy competitive pay, remote work options, and opportunities for professional growth.
- Why this job: Be part of a dynamic team that champions effective IT services and drives global collaboration.
- Qualifications: 5+ years in IT service management, strong technical skills, and ITIL V4 certification required.
- Other info: Work with teams across Sydney, Las Vegas, UK, and India in a fast-paced environment.
The predicted salary is between 48000 - 72000 £ per year.
We are looking for a IT Service Delivery Team Lead to join our team in London. What You’ll Do About The Role
This role is directly responsible and accountable for managing the delivery of IT services to support the global business, specifically the EMEA West region of the world. It includes people management responsibilities for the Service Delivery staff in EMEA West, who form part of the Global Service Desk and regional on-site teams, via direct management of the Service Desk Desktop Support Analyst’s in this region.
The Service Delivery Team Leader provides a key operational link between EMEA West Support Analysts and the Aristocrat Global IT teams across the world. The Aristocrat Global IT team is responsible for the design and development of the architectures to support and enable the global business. It is a global function with various functional centres of excellence across the world. This role will engage and collaborate with key IT teams between Sydney, Las Vegas, UK and India, as well as the Eastern European based teams in Service Delivery.
This role will champion effective use of IT services and facilities in EMEA West by liaising with key executives, management and staff. This position will be responsible for consolidating the EMEA West On Site IT support team into one Global IT Operational Support organization providing a single point of contact for all service requests and incidents. This team will support the business by delivering the services defined in our Service Catalogue to the business and deliver them within he agreed Service Levels. The person in this role will carry out commercial transactions as directed by the Service Delivery Manager, in line with the approved Delegated Level of Authority and is responsible for delivering the IT Service Delivery EMEA financial plan.
What We’re Looking For Key functions of this role include:
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People management of a teams based in the EMEA West region
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Provide required reports & metrics to the Service Delivery Manager EMEA West
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Manage and set key performance objectives and target for the EMEA Service Delivery team.
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Work closely with regional Service Delivery Team Leads to ensure we have consistent global standards that are upheld in all regions, and ensure timely and professional delivery of their local requirements
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Responsible for achieving required levels of Customer Satisfaction and resulting service improvement plans in the region
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Responsible for IT Service Management (Problem, Change, Asset Management and CMDB) at Aristocrat and ownership of the related operations platforms
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Responsible for day to day Asset Management including the Asset management strategy and its execution; ensures appropriate policies and procedures to manage the asset footprint
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Responsible for day to day management of the Global Service Desk (GSD) queue in your time zone, as well as your regional onsite team’s queues, and any team management to keep these in good order and being responded and resolved to within our SLA’s
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Project manages delivery of Service Delivery projects and initiatives (CSI’s)
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Experience in ITSM Platforms (preferably ServiceNow)
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Strong Technical Skills (incl. Microsoft Endpoint & Azure, Office 365, Active Directory, SCCM/MECM, Intune)
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Extensive vendor management experience
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ITIL V4 certification (Foundations or greater)
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5+ years in a similar role within a large multi-national or global organizations
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Experience in large complex Service Delivery organizations spanning various countries and time zones
IT Service Delivery Team Lead employer: Aristocrat
Contact Detail:
Aristocrat Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Delivery Team Lead
✨Tip Number 1
Familiarize yourself with ITIL V4 principles, as this role heavily emphasizes IT Service Management. Understanding these concepts will not only help you in interviews but also demonstrate your commitment to best practices in service delivery.
✨Tip Number 2
Highlight your experience in managing diverse teams across different regions. Be prepared to discuss specific examples of how you've successfully led teams in a multi-national environment, as this is crucial for the role.
✨Tip Number 3
Showcase your technical skills, especially with platforms like ServiceNow and tools such as Microsoft Endpoint and Azure. Being able to speak confidently about your technical expertise will set you apart from other candidates.
✨Tip Number 4
Prepare to discuss your approach to achieving customer satisfaction and service improvement plans. Think of specific metrics or success stories that illustrate your ability to enhance service delivery and meet customer needs.
We think you need these skills to ace IT Service Delivery Team Lead
Some tips for your application 🫡
Understand the Role: Make sure to thoroughly read the job description and understand the key responsibilities and requirements. Tailor your application to highlight your relevant experience in IT service delivery and people management.
Highlight Relevant Experience: In your CV and cover letter, emphasize your experience in managing IT service delivery teams, particularly in a global context. Mention specific achievements that demonstrate your ability to meet customer satisfaction and service improvement goals.
Showcase Technical Skills: Clearly outline your technical skills related to ITSM platforms, Microsoft technologies, and any relevant certifications like ITIL V4. This will help you stand out as a candidate who is well-equipped for the role.
Craft a Compelling Cover Letter: Write a personalized cover letter that connects your background with the needs of the company. Discuss how your leadership style and experience align with the company's goals for the EMEA West region.
How to prepare for a job interview at Aristocrat
✨Showcase Your People Management Skills
As a Team Lead, your ability to manage and motivate a team is crucial. Be prepared to discuss your experience in leading teams, setting performance objectives, and how you've successfully improved team dynamics in previous roles.
✨Demonstrate Technical Proficiency
Highlight your technical skills, especially with ITSM platforms like ServiceNow and tools such as Microsoft Endpoint, Azure, and Office 365. Be ready to provide examples of how you've utilized these technologies to enhance service delivery.
✨Understand the Global Context
Since this role involves collaboration across various regions, show that you understand the global nature of the business. Discuss any experience you have working with international teams and how you’ve navigated different time zones and cultural differences.
✨Prepare for Customer Satisfaction Metrics
Customer satisfaction is key in this role. Be ready to talk about how you've measured customer satisfaction in the past, the strategies you've implemented to improve it, and how you plan to maintain high service levels in the EMEA West region.
