Service Desk Lead & Service Operations Support, Consultant - Senior Consultant

Want to shape the future of online experiences? So do we.

Part Business. Part Creative. Part Technology. One hundred per cent digital. At Deloitte Digital, we connect creativity with technology for business. Bringing empathy, ideas, and experience into digital transformation. Together with all of Deloitte, we create connections across the breadth of our people, organisation, and ecosystems to make an impact that matters to our clients and to society.

We're a new type of creative digital consultancy that fuses strategy, tech and design to identify where businesses need to be, then get them there. Fast. Want to help us shape the future? We're looking for experienced practitioners from a consulting, design, tech or business background who can show our clients what's next, then work with our mixed discipline team to make it happen.

Service Desk Lead

• Complete oversight of a team of Service Desk Analysts
• Be an escalation point and mentor for team members
• Provide leadership and guidance to the Service Desk Analysts
• Support employees with training and development activities
• Plan and set goals / objectives for the team and delegate work to team members: holding them accountable for the delivery to agreed deadlines
• Monitor team performance to ensure objectives are met
• Identify issues or trends connected to errors, time consuming tasks, or capacity
• Conduct regular 1:1s with team members to review performance, discuss issues, manage expectations, and provide constructive feedback
• Inducting new starters on the team ensuring training & mentoring plans are in place.
• Organise and monitor service and ticket activity so that the team meet SLAs / KPIs and follow the agreed processes
• Improve processes and procedures to expand the efficiency of the Service Desk
• Perform and review Quality Assurance for the Service Desk
• Coordinate the team's workload ensuring both BAU and/or projects are delivered to required deadlines and level of quality
• Responsible for overall service desk team quality control, management of risks and escalations, audit, and governance. Ensure correct processes and procedures are complied with by colleagues

Service Operations Support

• Change Management
• Release Management
• Reporting & Governance Support
• Project Management Support

General

• Pro actively manage relationships between the Service Desk Team and Key Stakeholders: these can include Deloitte SDMs, Clients, other Deloitte Team and 3rd party providers
• Ensure our processes are fit for purpose, following the agreed Change control processes in support of our ISO20K accreditation
• Liaise with the L2 & L3 Team Leads where required, regarding prioritisation of issues impacting service performance
• Be responsive to and assist SDMs with service improvement requirements
• Update wider team stakeholders on a regular basis

Connect to your skills and professional experience

• Ability to become a trusted advisor to our clients and leader to our people
• Excellent communication skills both verbal and written
• Strong Team player
• A passion for Service Management and customer support
• A desire to learn and continually develop
• Highly accurate with good attention to detail
• Strong organisational skills and effective time management
• Excellent problem solving skills and able to use initiative

To be successful in this role you would need the below:

• Experience operating in a service desk lead and/or in a service operations role
• Must be able to demonstrate a customer first approach to support
• Ability to effectively prioritise, estimate, plan and complete workload to meet deadlines
• Ability to manage and develop a technical service team and lead by example
• Prior experience in supporting a broad range of technologies
• Strong experience of IT Service Management processes including change, problem and release management & Tools (preferably ServiceNow)
• Excellent stakeholder management with the ability to collaborate with people from different disciplines and experience levels
• Demonstrable experience in delivering results to an external client base through the effective management of a team within an Operations environment
• Strong written and verbal communication and presentation skills, confidence to express your own views and demonstrate high levels of professionalism and interpersonal skills that build long term relationships and trust
• Excellent problem solving skills and attention to detail
• Third level qualification in technology or related discipline or relevant experience
• The right to live and work in the UK
• Be willing to submit to BPSS and Security Clearance (SC) vetting processes
• A flexible approach and willingness to exceed expectations
• An ITIL qualification or equivalent is preferable but not essential
• Experience with ISO20K audit tasks is preferable but not essential
• Knowledge and/or experience of Service Design & Transition processes preferable but not essential

Our hybrid working policy

You'll be based in Belfast with hybrid working. At Deloitte we understand the importance of balancing your career alongside your home life. That's why we'll support you to work flexibly through our hybrid working policy. Depending on the requirements of your role, you'll have the opportunity to work in your local office, virtual collaboration spaces, client sites and remotely. You'll get the chance to meet face to face when needed, while you collaborate and learn from colleagues, share your experiences, and build the relationships that will fuel your career and prioritise your wellbeing. Please check with your recruiter for the specific working requirements that may apply for your role.

Connect to your next step

A career at Deloitte is an opportunity to develop in any direction you choose. Join us and you'll experience a purpose you can believe in and an impact you can see. You'll be free to bring your true self to work every day. And you'll never stop growing, whatever your level.

Discover more reasons to connect with us, our people and purpose driven culture at deloitte.co.uk/careers .