IT Service Delivery Team Leader - Top 3 Hosting & Cloud Brand

IT Service Delivery Team Leader - Top 3 Hosting & Cloud Brand Nottingham 25,000 - 35,000 + Excellent Company Benefits Package Who we are: We are one of the leading providers of cloud computing and managedhosting. Headquartered in Glasgow, we employ over 380 talented staff inoffices and datacentres across the UK. Originally founded in 1998, weare listed on the London Stock Exchange and specialise in deliveringcloud consultancy, facilitation and digital transformation to ISVs,SMEs, enterprises and the UK public sector. Our employees help enable any size of business and organisations tooperate their online data and IT environments safely and securely. Ourtechnical staff are experts in public, private and hybrid cloudsolutions - including AWS and Microsoft Azure as well as data centreand network engineering. We own and operate a network of UK data centres connected by a highcapacity private fibre network and backed by 24/7 technical support. We are delighted to offer this opportunity to join one of the UKsleading managed hosting companies. The Service Delivery Team Leader Role: The successful candidate will work within the Service Delivery Team atour Nottingham DC to support our wide ranging customer base and will bea direct point of contact for engineers in our support teams as well asour 24x7 NOC engineers. You will have a passion for delivering anexceptional level of service to our customers and be proactive indriving up standards with our teams to ensure they reach and exceedexpectations. You are responsible for ensuring an effective, reliableand consistent level of operational support is delivered at all timesand from all facilities. You will have line management responsibilityfor a team of Systems Engineers focused on quality delivery andconsistent support levels for all customers. What it takes: This role will suit someone who is able to work under minimalsupervision, co-ordinate activities using effective prioritisationmethods, has good communications skills and the ability to takeownership of decision-making. The Team Leader is a positive role modelfor the team and drives individuals and team improvements througheffective mentoring and leadership, including regular 1 to 1s andappraisals and other HR processes. Skills & Experience: + Excellent customer service skills and experience + Relevant technical knowledge and experience + Excellent verbal and written communication skills + Must demonstrate a flexible approach to work as well as the abilityto prioritise workload + Good problem solving skills + Strong Team Leader experience in a technical customer supportenvironment + Excellent interpersonal skills + Excellent people manager + Ability to define processes and procedures that support deliverablesand positive outcomes Desirable: + ITIL accreditation and / or exposure to ITIL Management processes + Technical qualifications (Microsoft / VM Ware) + Management Training + Exposure to Datacentre / Hosting environments + Good knowledge of hosting products and services Key Tasks: Support: + Ensuring Support delivers to existing Service Level Agreements andKPIs, 24 x7 + Ensure Queue Management is delivered in accordance with definedPriorities and targets + Drive home Yes We Can attitude + Manage the staff rota / ensure staff resources are aligned to demandsof the service + Analyse trends to identify where improvements can be made + Deal with customer / staff escalations through to completion andreporting on the outcome to senior management + Proactive contribution to and documentation of workflows, processesand procedures + On-call rotation with other team leaders Staff Development: + Identify and fill gaps in skillsets + Develop and maintain training plans + Proactively lead, manage and develop team to ensure individual andteam KPIs are achieved/exceeded + Conduct regular 121s and team meetings to brief, coach and motivate team + Carry out formal performance reviews to ensure all staff understandtheir personal objectives and have a personal development plan in place + Develop a culture of continuous improvement within your team,identifying processes, systems and strategies to improve revenues,quality and productivity + Identify and address issues affecting performance at both individualand team level What do we offer in return? . + Well shout you to lunch once a month + Day off on your Birthday + Breakfast on us every day, including a hot roll on Fridays + Free on-site car parking + Long service benefits + Snacks, drinks and fruit all day, everyday + Pension + Share save and childcare voucher schemes + Supported training and access to an online training portal 24/7 Hours: + 24/7 shift pattern and occasional travel to other sites to carry out121s as all reporting staff may not be local to Nottingham. Training & Development As you can gather, we have a relaxed and friendly working environmentbut dont be fooled; you will be working with some of the countrys besttalent and greatest technical experts. We want our people to thrive,prosper and to leave work every day feeling valued and that they havemade a difference. Talented, motivated and creative people lie at theheart of our success so we invest heavily in our people and theirprofessional and personal development through technical certification,our online training portal and our Management and Leadership Development Programme. We look forward to hearing from you Interested? Just Apply Below... ...But first a little formality. By applying you implicitly consent tous processing & passing your application to our client for reviewfor this vacancy only. If your skills match the role you will hear backfrom us within 2 business days. If you have any pre-applicationquestions please email team [at] recruitmentrevolution.com quoting thejob title & ref. Good luck, Team RR. - provided by Dice AWS, AZURE, CLOUD, CLOUD COMPUTING, ITIL, MICROSOFT, SERVICE DELIVERY