At a Glance
- Tasks: Lead and mentor teams to deliver exceptional client service and drive continuous improvement.
- Company: Join a friendly IT consultancy that values curiosity, trust, and collaboration.
- Benefits: Enjoy unlimited holidays, flexible working, and enhanced family policies.
- Other info: Embrace diversity and inclusion in a supportive workplace with excellent career development opportunities.
- Why this job: Make a real impact by solving problems and supporting team growth in a dynamic environment.
- Qualifications: 3+ years in service leadership, strong coaching skills, and a strategic mindset.
The predicted salary is between 50000 - 60000 £ per year.
Who You’ll Be Joining
We’re problem solvers at heart. Sometimes the answer is technology, sometimes it is strategy, and sometimes it is a strong cup of tea and a bit of thoughtful conversation. Whatever it takes, we work it out with our clients. We’re an IT consultancy that helps organisations get the best out of their technology. That means keeping them secure and keeping the bad guys out, making sure everything works and is easy to use, and doing smart things with data and software to give their business an edge. It is important work, and we care about doing it well and for the right reasons. Life at Waterstons is friendly, flexible and built on trust. We hire people who are curious, thoughtful and good at getting to the heart of a problem. You get support, trust and room to grow in a place that still feels human. The unlimited holidays and private healthcare are a nice touch, although most people stay because it feels like the right place to do good work with good people.
What You’ll Be Doing
- Leading, coaching and mentoring the team to support their professional growth and development.
- Driving the delivery of excellent client‑intimate service, aligned with the wider business strategy.
- Managing service escalations effectively to resolve issues promptly and implementing lasting improvements to improve client experience.
- Promoting collaboration across teams, aligned with the wider business strategy.
- Handling challenging conversations in a timely manner constructively and with transparency.
- Working closely with the Head of Support Services to support the creation and delivery of strategic goals and advance service maturity.
- Maintaining oversight of service health, monitoring performance, backup success rate and contributing to driving improvements.
- Managing onboarding processes to ensure seamless client experiences.
- Exploring emerging technologies and maximising the use of existing platforms to improve efficiency and outcomes.
- Participating in the management escalation on‑call rota (7am‑11pm) with fellow service leads.
What We’re Looking For
- 3+ Years of experience working in service leadership roles, ideally in an NOC environment.
- A proven leader with strong coaching and mentoring skills.
- Someone who embodies the Waterstons values, inspiring and motivating others by example.
- A strategic mindset with an interest in continuous improvement.
- Experience building and maintaining strong client relationships, including handling escalations where needed.
- Excellent communication skills with the ability to foster collaboration and handle tough conversations constructively.
- Experience in driving value from and maintaining monitoring tools such as LogicMonitor and BackupRadar.
- Experience with backup software technologies such as Veeam, ConnectWise or Azure.
How We Take Care Of You
- A healthy work life balance with flexible and agile working being the norm.
- Unlimited holiday allowance.
- EV car scheme (salary sacrifice).
- Room to grow with supported development opportunities and sponsored training.
- Enhanced family policies.
- If you ever need it, company sick pay and life assurance.
- Supported wellbeing with regular initiatives, an employee assistance programme and private medical insurance.
- Flexible benefits such as a dental scheme, eye care support, season ticket loan and cycle to work.
We require a security check to be carried out on all colleagues due to the nature of some of our clients’ industries. Waterstons is committed to creating an inclusive, understanding, and flexible place to work. We value diversity, equality and inclusion and encourage everyone to 'bring their whole selves' to work. We believe that a company that works to truly embrace and value diversity, create an environment where everyone from any background can do their best work, and feel valued and appreciated is a better company to work for.
Service Lead in Glasgow employer: Waterstons Ltd.
At Waterstons, we pride ourselves on being a supportive and inclusive employer that values curiosity and collaboration. As a Service Lead, you'll enjoy a flexible work environment with unlimited holiday, private healthcare, and ample opportunities for professional growth, all while working alongside a team dedicated to making a positive impact through technology. Our commitment to diversity and employee wellbeing ensures that you can bring your whole self to work, making it a truly rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Service Lead in Glasgow
✨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 Waterstons Ltd. 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 Waterstons Ltd. 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 Waterstons Ltd.!
✨Direct Apply to Waterstons Ltd.
Let's not forget to apply directly through the Waterstons Ltd. 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 Service Lead in Glasgow
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 Waterstons Ltd..
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 Waterstons Ltd.. 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 Waterstons Ltd.
✨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.
