Service Delivery Team Lead

Join our Service delivery Team as a lead to support the Head of service delivery in the Cardiff office. WHO ARE WE? Privately owned and independently minded, Creditsafe operates with the singular vision of powering business decisions. We do this by delivering valuable intelligence on customers, suppliers and potential buyers to corporates, public sector organisations and SMEs globally. Our journey began in 1997 in Oslo, Norway in 1997, with a revolutionary dream to make business information accessible to all. Twenty-five years later, we’ve not only realised this dream, changed the market for the better, made data intelligence accessible to all businesses big and small but most importantly, opened up new avenues of data intelligence for businesses with machine learning, AI and connected data. From risk management through to opportunity identification, our industry-leading solutions, power decisions for companies by turning their data into actionable insights that help them become stronger, grow faster and thrive. THE TEAM The Service Delivery department sits within Creditsafe’s Production Engineering Directorate. This directorate also includes Service Reliability Engineering, Platform Engineering, Database Engineering and Cloud Infrastructure Architecture functions. Service Delivery itself operates the Service Desk, Deskside Engineering, Incident, Problem, Transition, Knowledge, Release and Change Management functions and processes. JOB PROFILE The Service Delivery Team Lead is a new role that will initially provide maternity cover for the Deskside Engineering Manager, overseeing the day-to-day operations and management of the Deskside Engineering team based in our offices around the world. The role requires a supportive and technically proficient team player to manage day-to-day operations and ensure the engineers possess the required knowledge, behaviours, and skills to succeed in their role. Post-maternity cover, the role will expand to assist the Head of Service Delivery in managing the broader Service Delivery function with other duties as assigned. KEY DUTIES AND RESPONSIBILITIES Manage and oversee the Deskside Engineering team, ensuring high-quality service delivery and customer satisfaction. Explore and encourage the use of Artificial Intelligence (AI) within the team to enhance the productivity and efficiency of both the team and the staff they support. Develop and enhance our existing body of training and documentation resources to improve our staff’s ability to self-service. Develop and implement service management processes and procedures to enhance efficiency and effectiveness. Serve as a point of escalation for service issues and work collaboratively with the team to resolve complex problems. Monitor team performance, providing coaching and mentoring to support professional development. Collaborate with other departments to align service management activities with broader organizational goals. Assist the Head of Service Delivery with planning, project management, and operational tasks . Ensure compliance with company policies, industry standards, and regulatory requirements. **Please note that the responsibilities listed above are not exhaustive and the Service Delivery Team Leader may be requested to perform additional duties / take on additional responsibilities deemed reasonable by their direct line manager. SKILLS AND QUALIFICATIONS Proven experience in an IT Support role, with ability to demonstrate experience in a supervisory or managerial role Leadership and team management abilities, with excellent communication and interpersonal skills. Proficiency in Windows and Mac operating systems, Office applications, hardware troubleshooting, network fundamentals. Relevant certifications such as ITIL, Lean Six Sigma, CompTIA A+, or Microsoft Certified Professional (MCP) are a plus. Ability to manage multiple priorities and organise appropriately BENEFITS Competitive Salary. Company Laptop supplied. Bonus Scheme. 25 Days Annual Leave (plus bank holidays). Hybrid working model. Healthcare & Company Pension. Cycle to work and Wellbeing Programme. Global Company gatherings and events. E-learning and excellent career progression opportunities. Plus more that can be found on the benefits section on the Careers page, https://careers.creditsafe.com/gb. Creditsafe is an equal opportunities employer that values diversity. Please contact Creditsafe if there is any support you need with your application.