IT Service Delivery Lead

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 different backgrounds and perspectives is essential for creating innovative and impactful solutions. Skills, talent, and our people’s ability to dare are the only things that matter.

Bring your unique contributions and help us shape the future!

NOTICE TO CANDIDATES ON RECRUITMENT FRAUD - We are committed to safeguarding candidates from fraudulent activity associated with our recruitment process. Please note that we will never offer specialist CV writing services, request payment or ask for sensitive personal information during the recruitment process.

NOTICE TO CANDIDATES ON RECRUITMENT FRAUD - We are committed to safeguarding candidates from fraudulent activity associated with our recruitment process. Please note that we will never offer specialist CV writing services, request payment or ask for sensitive personal information during the recruitment process.

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 different backgrounds and perspectives is essential for creating innovative and impactful solutions. Skills, talent, and our people’s ability to dare are the only things that matter !. Bring your unique contributions and help us shape the future.