IT Service Delivery Lead

Company Description

⚡️💡 About Assystem

At Assystem, our mission is to accelerate the energy transition worldwide. Our 8,000 Switchers blend historical engineering expertise with cutting-edge digital technologies to drive this change. Join us in revolutionizing the energy sector and making a significant global impact.

🤝 Why Join the Community of Switchers?

Be part of one of the top three largest independent nuclear engineering companies globally. At Assystem, you'll contribute to groundbreaking projects that push the boundaries of innovation and engineering excellence. Join a community committed to driving forward the future of energy.

Job Description

This role involves managing service delivery processes, coordinating with the IT Team and the business, and ensuring high levels of customer satisfaction. The ideal candidate will have strong leadership skills, a customer-focused mindset, and experience in IT service management.

Key Responsibilities:

Own and mature service management processes (e.g., Incident, Problem, and Change Management), ensuring consistent adherence, clear communication, and effective outcomes during incidents and changes.
Establish and maintain service governance, including documented processes, policy/procedure review and renewal, and a continual improvement approach to increase overall service maturity.
Lead audit preparation and compliance assurance, including coordinating, reviewing, and delivering audit evidence on time, and maintaining the documentation and control records needed to demonstrate compliance.
Support delivery of regulatory and contractual service management requirements  through formalised processes, consistent documentation, and evidencing.
Coordinate and track information systems audit improvement plans, ensuring remediation activities are owned, progressed, and reported appropriately.
Monitor and report on service performance (KPIs, trends, and risks), producing regular infrastructure/network service reporting and highlighting priorities for resilience and security improvement.
Build and maintain strong relationships with internal stakeholders, providing clear communication, setting expectations, and improving customer satisfaction.
Stay current with industry trends and best practices in IT service management and apply them pragmatically to improve outcomes.

Qualifications

Relevant experience – 3-5 years in a similar role

Desirable:
Familiarity with methodologies like ITIL, Agile, or PRINCE2

Service management governance:
Ability to establish and maintain workable processes, controls, and documentation to evidence service delivery and compliance.
Audit readiness and evidencing:
Experience preparing for audits, coordinating evidence, and ensuring on-time delivery of audit responses and improvement actions.
Excellent communication skills:
Ability to interact effectively with stakeholders and technical teams, including clear communication during incidents and changes.
Analytical skills:
Experience monitoring KPIs, analysing service metrics, and driving continual service improvement.
Change and problem management:
Practical experience running Change, Problem, and Incident Management in line with agreed processes.
Supplier governance and security assurance:
Skilled in managing vendors, service reviews, SLAs, and ongoing security assessment beyond onboarding.
Technical understanding:
Sufficient technical breadth to interpret service health, reporting, and risks, and to translate between technical detail and business impact.

Additional Information

🌟 Why Apply?

Join Assystem and become a key player in delivering critical nuclear projects that shape the future of energy. Embrace this opportunity to excel in a dynamic environment where your expertise and leadership will drive global innovation.

Benefits include:

Pension scheme (8% company contribution / 4% personal contribution)
25 days’ paid annual leave + bank holidays + option to buy or sell days
Professional fees reimbursed
Flexible working
Employee referral scheme

We are committed to equal treatment of candidates and promote, as well as foster all forms of diversity within our company. We believe that bringing together people with…