Ofertas › JAC Recruitment
JAC Recruitment · London, United Kingdom · £60,000 - 65,000 per year
Salary: £60,000 - 65,000 per year Requirements: 8+ years of experience in IT service delivery or service desk management, with strong ITIL-based incident, problem and change practices. Hands-on ServiceNow experience with workflows, routing, reporting and dashboards, including helping to establish and maintain instance content. Proven vendor and SLA management experience, ideally integrating a managed service desk partner in a multi-supplier (SIAM) model. Solid end-user computing and Microsoft 365 support experience, including Entra ID, Intune, Teams/Outlook, JML and device lifecycle management to a corporate hardware standard. Experience supporting multi-site retail users and stores, including POS and store peripherals, across multiple European countries. Responsibilities: Act as the regional L1 triage layer: validate incident severity and impact, capture relevant data, and route incidents to the correct resolver group while retaining knowledge and control for future autonomy. Coordinate major incidents end-to-end, driving service vendors and other resolvers toward resolution and ensuring clear user communication. Turn recurring incidents into root-cause fixes and reduce avoidable demand. Own the day-to-day relationship with the L1/L2 service desk, lifecycle/depot, major incident management and consultancy vendor; run monthly service reviews and hold partners to SLA. Coordinate resolver groups across Technology, Business IT, and application, network and 3PL vendors under a clear RACI. Ensure our ServiceNow workflows, routing, ownership and reporting are built and maintained with Plat4mation. Manage the end-to-end lifecycle of Windows/Surface, mobile and iPad devices, including procurement, build, deployment, refresh and secure disposal; coordinate with asset partners on the separation asset transfer. Own M365 workplace support, onboarding/offboarding (JML), print, access and conferencing across offices and showrooms. Maintain an accurate ServiceNow/Intune asset register covering user, device type, model, serial number, status and location to support transfer and lifecycle management. Define and run the store-facing support experience for several hundred retail users, providing fast, empathetic resolution for POS, connectivity and peripheral issues without on-site presence at every location. Track SLA/KPI performance, aged tickets, repeat incidents, CSAT and readiness actions, and produce clear management dashboards. Drive ITIL-aligned continual service im