ICT Service Desk Delivery Manager

Around the world, SYSTRA’s specialists plan, design, integrate, test, commission, project manage and deliver mass transit and mobility solutions that are relied on by more than 50 million people every day.

For more than 60 years, the Group has been committed to helping cities and regions contribute to their development by creating, improving and modernising their transport infrastructure with sustainability, accessibility and innovation at the heart of our designs. With over 8,250 colleagues globally and around 1000 in the UK & Ireland we are growing significantly and seeking out the very best talent to join the SYSTRA signature team and be part of leading the way in infrastructure design.

We currently have an opportunity for an experienced IT Service Delivery Manager to join our ICT team in our Birmingham office, responsible for management of our IT Service Delivery (Helpdesk) team.

You will have strong customer support management background with a key focus on managing and developing a service delivery team.

Main Duties

• Reporting to the ICT Director UK/IR, as ICT Service Delivery Manager, you will manage the UK/Ireland Helpdesk team coordinating responses to user requests.
• You will act as the primary escalation point for all user requests and will take a lead on monitoring the quality responses to tickets.
• You will be responsible for the pastoral care and training of the Service Delivery/Helpdesk team including setting objectives/targets.
• Working with the IT Infrastructure Manager, you will manage all critical incident communications.
• You will be responsible for management of SYSTRA’s IT assets, in particular the delivery of equipment to end users.
• You will provide regular updates to the IT management team on adherence to Service Level Agreements (SLAs)  
• Working closely with the IT Infrastructure team, you will assist in on-time and to-budget delivery of key IT infrastructure projects.
• You will be involved in the management and technical rollout of projects including installation/configuration of hardware, operation and maintenance of systems , hardware, software and related infrastructure, and office moves/fit-outs.
• You will be a member of the UK/IR IT Management team.

Safety

SYSTRA Ltd and its employees subscribe to the six key Industry Safety Rules.

• Commitment (Safety is the first consideration in everything we do, if it isn't safe, we don't do it)
• Leadership (Safety begins at the top - we walk the talk and set a visible example)
• Openness (Safety is openness - information is shared and investigation conclusions are open to all parties)
• Reporting (Safety is knowledge - we report every incident and take immediate remedial action)
• Responsibility (Safety is everyone's responsibility - we learn from mistakes and will not tolerate negligence)
• Measurement (Safety needs a common measure - we shall use lost time, accidents and other appropriate measures)

Taking immediate action to deal with any threat to safety

The post holder is responsible for

• Their own safety and the safety of all employees and contractors;
• Be a role model for safety through strict compliance with safety requirements
• Ensuring the application of the safety policy in production
• Ensuring that the Health, Safety and Environmental Policies are implemented in production
• Ensuring the application of appropriate safety controls and technical assurance in production
• Monitoring safety certification according to UK regulations,
• Ensure appropriate technical resources are allocated to the project
• Implementing training plans and general awareness of staff in safety
• Performing hierarchical safety checks and also ensuring that each line manager does the same
• Support the technical director to ensure overseas production centres are briefed on all relevant standards, guidelines and procedures

Essential

• You will have an exceptional focus on customer service delivery and will have in-depth experience in a prior role of this.
• You should have excellent knowledge of the IT support function including Microsoft 365, desktop support, WAN, LAN, VPN, switches, load balancers, Storage Area Networks (SAN), SQL Clustering and always-on, backup topology, Firewalls, intrusion detection, anti-virus, Multi-Factor Authentication, Virtualisation, Terminal Servers, Active Directory, SCCM, and Windows Server & Desktop.
• Relevant certifications such a Microsoft, VMWare, ITIL are welcome, as is experience of working as part of a larger global Group.
• You should be technically experienced and an excellent team player, with strong time management, the ability to organise your workload, providing excellent customer service skills, and be committed to providing a first-class service to the business.

Why SYSTRA?

Our three core values: Excellence, Connected Teams and Bold Leadership are kept at the heart of everything we do. We strive for the highest levels of technical excellence, achieving the best results through teamwork, both locally and internationally, and reward innovative thinking through encouraging all colleagues to think as leaders. We offer clear and well supported pathways for career development and qualification attainment, a competitive remuneration package including a bonus and private healthcare, an electric car scheme and a broad suite of flexible benefits to suit your lifestyle.

Flexibility
Because we value who you are as much as what you do, we want you to feel supported at work. We offer hybrid working, balancing the benefits of working from home with time in our modern, well-equipped offices for that crucial in-person contact, team development and collaborative working. We also recognise that life doesn’t always run to the same schedule for everyone, so we have a dedicated flexible working policy to support you in tailoring your work life to reach your full potential, for more details on this, please get in touch.

Diversity & Inclusion

We provide a warm welcome and encourage applications from a diverse range of people who can enrich our company and offer perspectives which will drive better solutions in a truly inclusive environment. Our employee led working groups and clearly defined strategy help us to keep at the leading edge of important issues and keep us accountable. We want our colleagues to feel comfortable to bring their whole selves to work and continually seek new ideas and contributions to ensure we continue to grow and develop in this space.

Wellbeing

It’s no surprise that people do their best work when they feel physically and mentally supported. Our SYSTRA Wellness Programme offers a wide range of support; from Wellness champions, to free health checks, healthy eating workshops and regular seminars, alongside access to a wide range of external support. We offer two paid days for charity work and an ever-growing social calendar.

Apply and find out more about how Systra can support you in your career journey. If you require any adjustments to support you in your application or interview process please email:

reasonableadjustments@systra.com  where your request will be treated confidentially and with respect. We pledge to offer an interview to any candidates with a disability who apply for a role and meet the minimum criteria.

As we are always looking to expand our team, we would still be interested in hearing from you if you fulfil most, but not all, of the relevant criteria for the role – you could still be just what we are looking for.