IT Service Delivery Team Lead

3 Months ago • 5 Years + • Operations

Job Summary

Job Description

The IT Service Delivery Team Lead manages the delivery of IT services to the EMEA West region, overseeing a team of Service Desk Desktop Support Analysts. This role acts as a key link between regional analysts and global IT teams in Sydney, Las Vegas, the UK, India, and Eastern Europe. Responsibilities include people management, performance metric reporting, ensuring global standard adherence, achieving customer satisfaction, managing IT Service Management (ITSM) processes (Problem, Change, Asset Management, CMDB), daily asset management, managing Global Service Desk queues, and project management for service delivery initiatives. The role also involves financial planning and commercial transactions within approved authority.
Must have:
  • People management
  • ITSM platform experience (ServiceNow preferred)
  • Strong technical skills (Microsoft, Azure, Office 365)
  • Vendor management
  • ITIL V4 certification
  • Global Service Desk management
  • Asset management
  • Project management
Perks:
  • Robust benefits package
  • Global career opportunities
  • Flexible working options

Job Details

We are looking for a IT Service Delivery Team Lead to join our team in London.

What You'll Do

About The Role

This role is directly responsible and accountable for managing the delivery of IT services to support the global business, specifically the EMEA West region of the world. It includes people management responsibilities for the Service Delivery staff in EMEA West, who form part of the Global Service Desk and regional on-site teams, via direct management of the Service Desk Desktop Support Analyst’s in this region.

The Service Delivery Team Leader provides a key operational link between EMEA West Support Analysts and the Aristocrat Global IT teams across the world. The Aristocrat Global IT team is responsible for the design and development of the architectures to support and enable the global business. It is a global function with various functional centres of excellence across the world. This role will engage and collaborate with key IT teams between Sydney, Las Vegas, UK and India, as well as the Eastern European based teams in Service Delivery. 

This role will champion effective use of IT services and facilities in EMEA West by liaising with key executives, management and staff. This position will be responsible for consolidating the EMEA West On Site IT support team into one Global IT Operational Support organization providing a single point of contact for all service requests and incidents. This team will support the business by delivering the services defined in our Service Catalogue to the business and deliver them within he agreed Service Levels. The person in this role will carry out commercial transactions as directed by the Service Delivery Manager, in line with the approved Delegated Level of Authority and is responsible for delivering the IT Service Delivery EMEA financial plan.

What We're Looking For

Key functions of this role include:

  • People management of a teams based in the EMEA West region
  • Provide required reports & metrics to the Service Delivery Manager EMEA West
  • Manage and set key performance objectives and target for the EMEA Service Delivery team.
  • Work closely with regional Service Delivery Team Leads to ensure we have consistent global standards that are upheld in all regions, and ensure timely and professional delivery of their local requirements
  • Responsible for achieving required levels of Customer Satisfaction and resulting service improvement plans in the region
  • Responsible for IT Service Management (Problem, Change, Asset Management and CMDB) at Aristocrat and ownership of the related operations platforms
  • Responsible for day to day Asset Management including the Asset management strategy and its execution; ensures appropriate policies and procedures to manage the asset footprint
  • Responsible for day to day management of the Global Service Desk (GSD) queue in your time zone, as well as your regional onsite team’s queues, and any team management to keep these in good order and being responded and resolved to within our SLA’s
  • Project manages delivery of Service Delivery projects and initiatives (CSI’s)

About You:

  • Experience in ITSM Platforms (preferably ServiceNow)
  • Strong Technical Skills (incl. Microsoft Endpoint & Azure, Office 365, Active Directory, SCCM/MECM, Intune)
  • Extensive vendor management experience
  • ITIL V4 certification (Foundations or greater)
  • 5+ years in a similar role within a large multi-national or global organizations
  • Experience in large complex Service Delivery organizations spanning various countries and time zones

Why Aristocrat?

Aristocrat is a world leader in gaming content and technology, and a top-tier publisher of free-to-play mobile games. We deliver great performance for our B2B customers and bring joy to the lives of the millions of people who love to play our casino and mobile games. And while we focus on fun, we never forget our responsibilities. We strive to lead the way in responsible gameplay, and to lift the bar in company governance, employee wellbeing and sustainability. We’re a diverse business united by shared values and an inspiring mission to bring joy to life through the power of play.

We aim to create an environment where individual differences are valued, and all employees have the opportunity to realize their potential. We welcome and encourage applications from all people regardless of age, gender, race, ethnicity, cultural background, disability status or LGBTQ+ identity. We offer a range of flexible working options through all.flex, our flexible hybrid work model and invite you to have a conversation with us about flexible working. EEO M/F/D/V

  • World Leader in Gaming Entertainment

  • Robust benefits package

  • Global career opportunities

Our Values

  • All about the Player

  • Talent Unleashed

  • Collective Brilliance

  • Good Business Good Citizen

The US based roles may require registration with the Nevada Gaming Control Board (NGCB) and/or other gaming jurisdictions in which we operate.

Travel Expectations

None

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About The Company

Aristocrat Leisure Limited is an ASX20 listed company and one of the world’s leading providers of gaming solutions. We’re licensed in over 300 jurisdictions and operate in over 90 countries around the world. We’re also proud to have a team of over 7000 employees that deliver outstanding results by pushing the boundaries of innovation, creativity and technology each day. We offer a diverse range of products and services including electronic gaming machines, social gaming and casino management systems, but it doesn’t stop there. Despite our global presence and exponential growth, we remain an ideas company at heart that is committed to delivering outstanding results for our customers and players and an unparalleled experience for our employees, who have the opportunity to grow, be inspired and be the best they can be.


Our values of Talent Unleashed, All About the Player, Collective Brilliance and Good Business, Good Citizen guide and inspire us to live our mission of bringing joy to life through the power of play – every day.  


Come and join us – let’s play!


𝘗𝘭𝘦𝘢𝘴𝘦 𝘣𝘦 𝘢𝘭𝘦𝘳𝘵 𝘵𝘰 𝘴𝘤𝘢𝘮𝘴 𝘰𝘧𝘧𝘦𝘳𝘪𝘯𝘨 𝘦𝘮𝘱𝘭𝘰𝘺𝘮𝘦𝘯𝘵 𝘰𝘱𝘱𝘰𝘳𝘵𝘶𝘯𝘪𝘵𝘪𝘦𝘴. 𝘈𝘯𝘺 𝘤𝘰𝘮𝘮𝘶𝘯𝘪𝘤𝘢𝘵𝘪𝘰𝘯 𝘵𝘰 𝘤𝘢𝘯𝘥𝘪𝘥𝘢𝘵𝘦𝘴 𝘳𝘦𝘨𝘢𝘳𝘥𝘪𝘯𝘨 𝘦𝘮𝘱𝘭𝘰𝘺𝘮𝘦𝘯𝘵 𝘰𝘱𝘱𝘰𝘳𝘵𝘶𝘯𝘪𝘵𝘪𝘦𝘴 𝘢𝘵 𝘈𝘳𝘪𝘴𝘵𝘰𝘤𝘳𝘢𝘵 𝘰𝘳 𝘪𝘵𝘴 𝘴𝘶𝘣𝘴𝘪𝘥𝘪𝘢𝘳𝘪𝘦𝘴 𝘸𝘪𝘭𝘭 𝘤𝘰𝘮𝘦 𝘧𝘳𝘰𝘮 𝘢𝘯 @𝘢𝘳𝘪𝘴𝘵𝘰𝘤𝘳𝘢𝘵.𝘤𝘰𝘮, @𝘣𝘪𝘨𝘧𝘪𝘴𝘩𝘨𝘢𝘮𝘦𝘴.𝘤𝘰𝘮, @𝘱𝘪𝘹𝘦𝘭𝘶𝘯𝘪𝘵𝘦𝘥.𝘤𝘰𝘮, 𝘰𝘳 @𝘱𝘳𝘰𝘥𝘶𝘤𝘵𝘮𝘢𝘥𝘯𝘦𝘴𝘴.𝘤𝘰𝘮 𝘦𝘮𝘢𝘪𝘭 𝘢𝘥𝘥𝘳𝘦𝘴𝘴. 𝘍𝘳𝘰𝘮 𝘵𝘪𝘮𝘦 𝘵𝘰 𝘵𝘪𝘮𝘦, 𝘈𝘳𝘪𝘴𝘵𝘰𝘤𝘳𝘢𝘵 𝘮𝘢𝘺 𝘶𝘴𝘦 𝘢𝘯 𝘦𝘹𝘵𝘦𝘳𝘯𝘢𝘭 𝘢𝘨𝘦𝘯𝘤𝘺 𝘧𝘰𝘳 𝘳𝘦𝘤𝘳𝘶𝘪𝘵𝘮𝘦𝘯𝘵 𝘱𝘶𝘳𝘱𝘰𝘴𝘦𝘴, 𝘩𝘰𝘸𝘦𝘷𝘦𝘳 𝘵𝘩𝘦𝘺 𝘸𝘪𝘭𝘭 𝘯𝘦𝘷𝘦𝘳 𝘳𝘦𝘲𝘶𝘦𝘴𝘵 𝘱𝘢𝘺𝘮𝘦𝘯𝘵𝘴 𝘰𝘧 𝘢𝘯𝘺 𝘴𝘰𝘳𝘵.

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