At a Glance
- Tasks: Lead IT Service Desk operations and ensure top-notch service delivery across key platforms.
- Company: Join a forward-thinking enterprise focused on innovation and collaboration.
- Benefits: Attractive salary, health perks, remote work options, and growth opportunities.
- Other info: Dynamic role with opportunities for career advancement in a global environment.
- Why this job: Make a real impact in IT while mentoring the next generation of analysts.
- Qualifications: 8+ years in IT operations with strong leadership and service management skills.
The predicted salary is between 45000 - 50000 £ per year.
The Senior Associate is responsible for overseeing enterprise IT Service Desk operations and ensuring resilient service delivery across Collaboration, End-User Computing (EUC) and business-critical enterprise platforms. The role provides operational leadership for incident governance, service performance management and stakeholder coordination, ensuring SLA adherence and continuous service improvement.
This position serves as a senior escalation point, mentors junior analysts and supports progression toward formal service management responsibility.
Key Responsibilities- Oversee and govern L1 Service Desk operations to ensure service availability, SLA compliance and quality standards.
- Lead support for business-critical enterprise platforms including Replicon, SAP and Workday, ensuring high availability, access governance and coordinated incident resolution.
- Oversee operational support for proprietary platforms including Tiger and Titan, ensuring service resilience, performance monitoring and cross-functional incident management.
- Own operational performance reporting, including MTTR, SLA adherence and incident trend analysis.
- Lead Major Incident Management (P1/P2), acting as Incident Commander across technical teams and business stakeholders.
- Provide advanced support and operational oversight for Collaboration platforms such as Microsoft Teams and Webex.
- Manage EUC operations including Windows environments, Intune-managed devices, MIM identity systems and enterprise endpoint security.
- Manage Active Directory and Azure AD governance, access control and compliance standards.
- Coordinate cross-functionally with Infrastructure, Security and Application teams to ensure service continuity.
- Partner with Problem Management to conduct root cause analysis (RCA) and drive systemic service improvements.
- Lead quality assurance reviews, enforce ITIL-aligned operational processes and maintain accurate ITSM documentation in ServiceNow.
- Contribute to observability strategy using Grafana, Azure Monitor, CloudWatch and Power BI dashboards.
- Mentor analysts and contribute to operational maturity and service governance frameworks.
- 8+ years of enterprise IT operations experience.
- Proven leadership in Major Incident Management within regulated or enterprise environments.
- Strong expertise in ITIL-based service governance and ServiceNow ITSM.
- Experience managing enterprise Collaboration, EUC and business-critical platforms including Replicon, SAP and Workday.
- Demonstrated stakeholder management across business and technical functions.
- Experience working in global or multi-site environments.
Enterprise Service Management - Systems Engineer - Senior Associate in London employer: Vialto Partners
Vialto is an exceptional employer that fosters a culture of collaboration, belonging, and innovation, making it an ideal place for professionals looking to make a meaningful impact in the global work landscape. With flexible career opportunities, a commitment to employee growth, and a supportive environment, team members can thrive while working on diverse projects that span across 150 countries. The hybrid work model in vibrant locations like New York or London further enhances the work-life balance, allowing employees to build rewarding careers without borders.
StudySmarter Expert Advice🤫
We think this is how you could land Enterprise Service Management - Systems Engineer - Senior Associate in London
✨Join the IT Consultancy Buzz
Get involved in local or virtual IT consultancy meetups and forums. This is where we can rub shoulders with industry professionals, get insights into what Vialto Partners values, and even spot unadvertised opportunities. Don't miss out on these chances to make a name for ourselves in the IT world!
✨Show Off Your Skills
Create a personal project or case study relevant to the challenges Vialto Partners might face. Use platforms like GitHub or Medium to share your findings. This not only demonstrates our consulting skills but shows a proactive attitude, making us stand out from the crowd when applying for that full-time gig.
✨Leverage LinkedIn for Connections
Follow and engage with the relevant thought leaders and influencers in IT consultancy on LinkedIn. Share insightful content and join discussions to gain visibility. A well-placed comment or shared article could catch the attention of someone at Vialto Partners!
✨Direct Apply to Vialto Partners
Let's not forget to apply directly through the Vialto Partners website! Tailor your application to showcase our understanding of their consulting style and how we can contribute to their projects. A personalised approach can make a huge difference in landing that full-time position!
We think you need these skills to ace Enterprise Service Management - Systems Engineer - Senior Associate in London
Some tips for your application 🫡
Showcase Your Problem-Solving Skills:In IT consulting, it's all about problem-solving, so make sure your CV highlights your analytical skills and any relevant projects you've tackled. Mention specific technologies or methodologies you've used to resolve issues or improve processes; this shows you can think critically and deliver results, which is vital for us at Vialto Partners.
Highlight Relevant Certifications:Certifications like ITIL, PMP, or even specific tech stack qualifications can really make you stand out. Make sure to include these in your CV, as they not only demonstrate your expertise but also your commitment to staying current in the field. We love seeing candidates who are proactive about their professional development!
Tailor Your Cover Letter:Your cover letter is your chance to connect personally with us at Vialto Partners. Share stories about your experiences in IT consulting, and how they shaped your desire to join our team. Mention why you’re excited about this particular role, and how you see yourself contributing to our projects.
Keep It Clear and Concise:We're all busy, so make sure your application is easy to read. Use bullet points for key achievements, and don’t overload us with jargon. A clean, professional layout goes a long way. Remember, the clearer your application, the more likely we are to invite you in for an interview!
How to prepare for a job interview at Vialto Partners
✨Brush Up on Your Technical Skills
For an IT consulting role, be ready to demonstrate your technical prowess. You might face questions on systems integration, cloud technologies, or even troubleshooting specific software. If you have experience with tools like AWS, Azure, or even specific programming languages, make sure you can talk about them fluently.
✨Showcase Your Problem-Solving Approach
IT consulting is all about solving problems for clients. Think about how you can illustrate your approach to a past challenge using the STAR method (Situation, Task, Action, Result). It's a great way to show how you tackle complex issues and come up with effective solutions.
✨Know the Business Impact of IT Solutions
When discussing your experiences, focus not just on the tech solutions you implemented, but also on their business impact. Employers want to see that you can connect IT with organisational goals. Prep examples that highlight how your tech contributions improved efficiency or reduced costs for past clients or projects.
✨Prepare for Behavioural Questions
Since IT consulting often involves teamwork and client interactions, expect behavioural questions that assess your interpersonal skills. Be prepared with examples that demonstrate your adaptability, communication skills, and how you handle client feedback. Before the interview, think of situations where you worked closely with clients to create effective IT strategies or changes.
