UnitService Delivery Team Leader

The starting salary for this permanent position is £53,713 per annum based on a 36-hour working week.

We are excited to be recruiting for a skilled and highly motivated Unit 4 Service Delivery Team Leader to join our dynamic MySurrey Service Delivery team. Reporting to the Service Delivery Manager, you will join the wider IT&D Service and work as part of a team with the autonomy to succeed in a lively, friendly environment. We are committed to investing in our staff and supporting every individual to achieve their full potential.

The team is based in Woodhatch, Reigate but we promote a hybrid approach to working, meeting collaboratively when required. There is an expectation to attend the office, at least once a week.

Our Offer to You:

• 26 days' holiday, rising to 28 days after 2 years' service and 31 days after 5 years' service (prorated for part time staff)
• Option to buy up to 10 days of additional annual leave
• A generous local government salary related pension
• Up to 5 days of carer's leave and 2 paid volunteering days per year
• Paternity, adoption and dependents leave
• An Employee Assistance Programme (EAP) to support health and wellbeing
• Learning and development hub where you can access a wealth of resources
• Wellbeing and lifestyle discounts including gym, travel, and shopping
• A chance to make a real difference to the lives of our residents.

About the Role

Surrey County Council have implemented Unit 4 as a modern, intuitive, and flexible Software-as-a-Service Enterprise Resource Planning System. A significant programme of work has been completed to deliver the full implementation, including the configuration of the system, data migration and implementing required integrations with other Council systems.

Unit 4 is supported by in-house IT & Digital teams that operate ITIL 4 service management processes and are structured into:

• Service Delivery (service requests, incidents, problem management, SLA/KPI reporting and supplier relationship management)
• Service Improvement (change requests, release management & business relationship management)

As a vital member of the team, you will play a crucial role in ensuring the smooth operation and optimal performance of the Unit 4 application whilst maintaining a high level of service delivery. Duties of the Unit 4 Service Delivery Team Leader include:

• Assisting the Service Delivery Manager in the delivery of IT services to business stakeholders, teams and end users
• Leading a team of four support agents, motivating them and driving their performance, ensuring that the services provided meets and exceeds our customers' expectations
• Providing second-line IT support and assistance to customers and stakeholders, resolving issues promptly through effective communication and co-ordination
• Monitoring service delivery performance against agreed-upon service level agreements (SLAs)
• Contributing to the development of service delivery policies, procedures and guidelines
• Supporting project delivery, service improvement initiatives, system upgrades and other continuous improvement activities

Your Application

In order to be considered for shortlisting, your application will clearly evidence the following skills and align with our behaviours:

• Previous experience of Unit 4 ERP/ Agresso or similar ERP systems in a Service Delivery or Support role
• Broad understanding in at least one of the functional areas of HR, Payroll, Finance, Procurement or FP&A (Financial Planning & Analysis)
• Supervisory or lead experience in a similar systems environment
• Ability to share technical knowledge with non-technical colleagues
• Excellent problem-solving and troubleshooting skills with strong communication and collaboration skills
• Ability to manage multiple tasks and projects simultaneously
• Knowledge of ITIL service management framework including Service Desk, Service Request Management, Incident Management and Problem Management.

To apply, we request that you submit a CV and you will be asked the following questions: