IT Service Delivery Lead

Oritain is the global leader in product verification, with locations in Auckland, Dunedin, London, Singapore and Washington D.C. Our vision is to be the source of truth in global supply chains and our mission is to harness science, technology and services to create a community of origin verified buyers and suppliers, protecting our people and planet. Sustainability isn’t just about tackling climate change; it represents a growing conscience around our actions and the impact they have on people, animals and the planet.

The personal, professional and governmental move to sustainable practice is driven by a desire to change our impact on the world, but we can’t do this without knowing the certainty of our actions. Transparency is one way of holding ourselves accountable, but for it to be effective, it must be underpinned by proven traceability. Our scientific traceability does just that. Working with Mother Nature, we help brands across fashion, food, and pharmaceutical industries verify the origin and authenticity of their products and raw materials. With this verified truth, brands are empowered to make changes across their supply chain to operate more sustainably and pass those assurances onto their consumers.

About the Role

The IT Service Delivery Lead at Oritain is responsible for the day-to-day delivery of our end-user IT services and Microsoft 365 estate. Working hands on across support, endpoints, and service operations, the role acts as a senior technical escalation point within the Service Desk and provides technical leadership to our Service Desk team. With a focus on continuous service improvement, operational delivery, and technical escalations, the role owns the quality, standards, and outcomes of the Service Desk service.

Key Responsibilities

• IT Service Delivery & Operations
  • Deliver an IT service that supports our strategy to ‘Be a Great Place’ to work.
  • Administrate our Microsoft 365 estate, ensuring a positive end-user experience.
  • Deliver L2/L3 support resolving complex technical issues across endpoints, collaboration tools, and core IT services, while leading service improvement initiatives.
  • Act as a global escalation point for junior Service Desk team members, providing guidance, troubleshooting support, and knowledge transfer.
  • Deliver high-quality end-user, VIP, and major incident support, including incident coordination and communication.
  • Support video conferencing and meeting room technologies, ensuring meeting spaces are reliable and well supported.
• Endpoint & Device Management
  • Build a flexible endpoint hardware strategy aligned to how people like to work.
  • Administer and maintain endpoint management platforms, including Microsoft Intune, device compliance policies, and patching tools.
  • Ensure endpoint compliance and patching aligned with security standards, working closely with Security teams.
  • Contribute to continuous improvement of endpoint standards and operational practices.
• Continuous Improvement & Service Management
  • Drive continuous improvement of Service Desk documentation, knowledge base articles, and support processes.
  • Take service improvement ideas from concept through to delivery, ensuring tangible benefits for users and the business.
  • Define, measure, and improve service level agreements (SLAs).
  • Establish and maintain service metrics, incident trend analysis, and reporting to provide insight into service performance and improvement opportunities.
  • Work closely with Infrastructure and Security teams on cross-functional initiatives, projects, and operational improvements as required.
  • Identify skill gaps within the Service Desk and propose development plans and training priorities to IT leadership.
• Asset & Inventory Management
  • Asset lifecycle, inventory management, and procurement support for all end-user devices.

Skills & Experience

Essential

• Experience putting people first, to ensure their needs are met.
• Strong experience in IT service delivery end user computing roles, with a hands‑on technical focus.
• Proven experience supporting and administering Microsoft 365 services.
• Hands‑on expertise with endpoint management, including Intune, device compliance, and patching tools.
• Experience providing L1–L3 support, including major incident and VIP support.
• Strong understanding of IT service management concepts, including SLAs, metrics, and continuous improvement.
• Excellent troubleshooting, communication, and customer focused skills.
• Comfortable acting as an escalation point and mentoring less experienced team members, identifying training needs.

Desirable

• Exposure to IT service metrics, reporting, and trend analysis.
• Secure first mindset.
• Desire to continually bring knowledge and experience and drive Service Desk change.

Company Benefits

• Paid Leave- 35 days (inclusive of public holidays)
• Birthday Off
• Volunteering Leave Allowance
• Enhanced Parental Leave
• Life Insurance
• Healthcare Cash Plan
• Employee Assistance Programme (EAP)
• Pension
• Monthly Wellbeing Allowance
• Breakfast, Snacks, Friday lunch & Barista Coffee Machine in the office
• Learning Portal with over 100,000 assets available to support professional development
• Hybrid working set‑up (Farringdon, London)
• Plenty of friendly 4‑legged pets in the office!