IT Operations & Service Delivery Lead

Job Description

Industry: Transportation, Logistics, Supply Chain and Storage
Seniority for this role: Executive
Reconomy is an international circular economy specialist that combines technology, skills and incredible people to enable businesses to better manage their resources, helping reduce waste, optimise their supply chains, and contribute in a meaningful way toward the circular economy. Reconomy is bending the edges of linear business models across the world, integrating circular economy strategies and processes into everyday operations. We have the tools, talent and technology that enable customers to harness the full and inherent value of their resources, with integrated global operations in over 80 countries across the world. Reconomy’s full range of capabilities are organized into 3 ‘loops’: Recycle, Comply and Re-use, each providing opportunities for circularity within the wider resource cycle. ➢ Recycle loop is utilising the latest technology and data to enable customers to make the best possible use of their materials. ➢ Comply loop is enabling customers to solve increasingly complex environmental regulatory challenges using data, expert knowledge and thought leadership to drive business accountability across the globe. ➢ Re-use loop is providing intelligent technology platforms and agile delivery models for pre-retail logistics and product returns, fulfilment and processing, on behalf of many of Europe’s largest retailers. As IT Operations & Service Delivery Lead – Europe you are responsible for a team of analysts, multiple geographical sites and their user base, both remote and on-premises, whilst operating within the wider service delivery team to support our expanding worldwide group of businesses. This role encapsulates both IT Service Management (ITSM) and IT Operations Management (ITOM), with a strong focus on ITSM. Whilst other teams are responsible for information security, dev-ops, networking etc. the role has matrix responsibilities and tasks in these areas. As part of a successful, growing company with a significant investment in technology, you will have the opportunity to advance your skills and abilities through experience and training. Key Responsibilities: • Lead personnel management, including staff recruitment, training, mentoring, and performance assessment. • Motivate and inspire the team which undertake the day-to-day operation of IT systems and services. • Monitor performance within your sphere of responsibility ensuring that service level agreements are achieved, and escalations are managed to resolution. • Identify recurring work or incidents and develop long-term resolution or improvements to reduce occurrences or streamline resolution – applying a shift left methodology. • Take ownership of critical incidents, coordinating with resolution parties, and implementing improvement activities wherever necessary. • Undertake root cause analysis for P1 and P2 incidents within your sphere of responsibility. • Own the knowledge base ensuring processes and known fixes are documented to a high standard. • Lead the team which is the first point of contact for all incidents and service requests. • Ensure tickets are triaged in accordance with service level agreements and either resolved or passed to the appropriate resolver group. • Identify, design, and implement automation and efficiencies in support of triage. • Champion the ITSM to the business and gather feedback for improvement. • Liaise with stakeholders of sites in your sphere of influence ensuring appropriate support is allocated and business needs are met. • Perform eDiscovery activities in support of Compliance and HR such as Data Subject Access Request (DSAR). • Support installations, upgrades and configurations of hardware and software. Required Skills: • Experience of leading and managing a technical team including experience of working with policies. • Familiarity with NCSC Cyber Essentials Plus and ISO 27001 standards. • Ability to coach colleagues and team members. • Extensive knowledge and experience of IT Service Delivery management and provision. • Proven history of technical project delivery and major incident handling. • Knowledge of advanced system administration of Microsoft 365 including, Exchange, Intune, and SharePoint. • Experience of monitoring solutions and proactive system maintenance. – Experience of virtualisation technologies e.g., Hyper-V and VMware. • Knowledge of Microsoft server management including DHCP/DNS, Active Directory, and certificate authorities. • Knowledge of network and infrastructure design including VLANs, VPNs, etc. • Educated to graduate level or equivalent experience in a relevant discipline. • ITIL Foundation or higher. • Spoken and written proficiency in English at B1 or higher (CEFR proficiency scale). What do we offer? Reasons to join us • This role offers you the chance to work in a friendly, diverse and international environment, along with colleagues who will share your passion for innovation, agile-working and growth. • Hybrid working environment – 2 days in the office (Grozavesti area) • Training and development to keep you in touch with the latest technologies and the opportunities to apply your learning. • Periodic visits to Germany, UK and may be some other country for team building exercises & project works. • We offer a competitive salary alongside other benefits • Our office is easily accessible, located near the city center of Bucharest, and designed to make you feel at home. Show more Show less