Job Introduction

Job Title:                ICT Service Delivery Lead

Salary:                   £38,00.00 to £48,000.00

Contract:               Permanent

Location:               Homebased North West

Weekly Hours:      35 Hours 

So…. What is this role exactly?

This is an exciting opportunity for an ICT Service Delivery Lead to come and join the ICT Department. It’s a great time to join the team as we embark on a myriad of technology led projects and develop our ongoing customer service offerings. We have an enthusiastic team with a passion to deliver a great service to our ICT customers.

We are looking for an individual with a strong customer service focused background who can lead a team and has proven technical skills to build on and improve the service we deliver to our ICT customers.

What will my working week look like? 

You will be homebased, living within the North West, within a reasonable travelling distance of our Head Office in Warrington, to attend meetings and training courses.  You’ll be required to visit our Head Office approximately 3 to 4 times a month to help support the team when required.

You will lead a team of ICT Service Desk Analyst’s, spending quality time supporting and mentoring them to build a team which will deliver an exceptional service to our ICT customers. You will manage the team’s workloads and ensure the team’s KPI’s are met.

What will I be responsible for doing?

First and foremost, you will lead the ICT Service Desk Analysts, to deliver an effective and efficient ICT Support function, measuring outputs and continuing to drive efficiency improvements.  You will also be responsible for leading the incident and problem management processes with an aim to resolve and control the root cause of incidents, co-ordinating across the full ICT team.

One of the great things about this role is its varied responsibilities so no two days are the same. With your main focus being the mentoring and supporting of the team, you will have the opportunity to build on your technical skills in a wide range of technologies and processes.

And what would make me stand out from the crowd?

To be successful as an ICT Service Delivery Lead, here at YHG, you will have experience in providing Team Leader support for a technical service desk and supervising technical service desk analysts. Experience in managing incident and problem management processes and proven technical skills at 1^st and 2^nd line support level, enabling you to support the team when required.

Ideally you will have positive approach to supporting and mentoring the team and the ability to lead and deliver change and contribute to culture change successfully. You will have excellent customer service skills, with an ability to communicate at all levels. A constructive approach to streamline and improve processes to maximise the effectiveness of the service desk team.

If you feel this could be the right role for you, we would love to hear from you! Please check out the role profile, which is attached to the vacancy on our website - www.yourhousinggroup.co.uk/careers.

That all sounds great, what’s in it for me?

In return we offer £38,000 - £48,000 for a 35 hour week, and 25 days annual leave (holidays also increase with length of service) plus Bank Holidays, but our employee deal offers much more than just a competitive salary and holiday allowance.

At #TeamYHG we measure performance on outputs and quality, not hours and minutes. We offer a flexible, homeworking culture where you’re trusted to get the job done. 

On top of this, we’ll provide you with a great benefits package, including a contributory pension where we match whatever you choose to contribute (up to 8%), an advanced level Healthcare cash plan through BHSF, that doesn’t just provide dental and optician cashback but also health and wellbeing benefits (such as 24/7 GP Access, money back from prescriptions and alternative therapy treatments) and an amazing discount scheme that gives you access to half price cinema tickets, subsidised gym memberships and a huge range of discounts with some of the biggest high street and online names.

For more of our great benefits, please review the benefits information sheet available by visiting the vacancy on our website - www.yourhousinggroup.co.uk/careers.

And who are Your Housing Group?

Your Housing Group is a registered social landlord helping people at every stage of life to live in quality homes they can afford.

As one of the North’s sector-leading landlords, we are proud to play our role in tackling the UK's housing crisis by continually reinvesting in our 29,000 properties and tailoring our services to meet the diverse needs of our customers. We also build over 1,000 new homes each year.

We’re an employer of choice, over 88% of colleagues here recommend us as a 'great place to work'.

Closing Date: 26^th May 2023 at 5pm

We review applications as they’re received and reserve the right to close this advert early; if you’re interested, please apply ASAP to avoid disappointment.

Your Housing Group values diversity and encourages applications from all communities. Your Housing Group operates a Guaranteed Interview Scheme for anyone who resides in a Your Housing Group property and any applicants who declare they have a disability. If these applicants meet the minimum requirements for the role (as set out in the role profile and/or person specification) they will be guaranteed an interview.  Some roles may be subject to probity checks which will override the scheme where a potential conflict of interest or a probity matter has been identified. YHG2

Your Housing Group