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IT Service Team Leader

Job Introduction

Are you looking for a new challenge? We have a fantastic opportunity for an IT Service Delivery Team Leader to join our busy team in London.

As IT Service Delivery Team Leader, you will be managing a small team that makes up the larger support function, ensuring that customer service is delivered to the highest level and that workload including 3rd line IT incidents, requests and problems are managed efficiently and effectively.

Role Responsibility

What’s expected?

The main focus will be to lead the small team on delivering against SLA’s and KPI’s. Supporting the 2nd line, Systems Engineers, and Field Engineers in covering their duties, and setting training paths to for the team to develop, and maintain competence on existing, and new services coming into the organisation

You will be expected to participate in the out of hours incident escalation rota resolving any critical incidents that occur over weeknights and weekends.

There will also be the opportunity to work on infrastructure projects relating to services, server, and back-office items, and getting involved with support the wider organisation in delivery of SE Trains Ltd projects and obligations. 

The Ideal Candidate

About you

You will have a background of leading a team, with strong experience of working in 3rd line Incident, request, knowledge, and problem management.

It would be advantageous to have some knowledge in the following areas:

  • Citrix Certified professional
  • ITIL Foundation certification
  • Supporting WINTEL operating systems
  • MCSE (or equivalent)
  • Microsoft 365 Certified: Teamwork Administrator Associate

Package Description

Southeastern recognises the value of every individual employee and offers benefits that reflect this.

As well as a generous salary, we offer an comprehensive benefits package which includes;

  • A Contributory Final Salary Pension Scheme 
  • Free rail travel on Southeastern and GTR rail services (extends to family members for leisure/educational travel)
  • After a qualifying period, reduced rate travel on other train operators, including European services
  • Up to 25 days annual leave entitlement (plus bank holidays)
  • Private healthcare
  • Access to an array of discounts for retail and leisure products through our benefits scheme.
  • Family friendly benefits including enhanced maternity/paternity leave, parental leave and carers leave.

About the Company

About Southeastern

Southeastern runs train services into London from Kent and East Sussex, operating almost 1,700 trains a day, carrying more than 400,000 passengers, serving 176 stations and covering 540 miles of track.

Just over 4,600 employees - mostly from the communities that we serve - work together to provide this vital service and we are looking to expand our successful team. We have a strong set of values that shape the way we run our business and guide our staff in delivering what our customers need. These are:

  • We aim to be the best
  • We make the difference together
  • We care passionately about our people and our passengers

We are committed to being an inclusive employer, creating a workplace where everyone can come to work, feel safe and comfortable and able to do everything to the best of their ability. Read about some of the great Diversity and Inclusion initiatives our Head of Colleague Experience has been leading on here

We recognise the positive value of diversity and it matters to us that our teams reflect the communities we serve. We welcome and encourage applications from people of all backgrounds.

We proud to be a WORK180 Endorsed Employer for Women. If you would like to know more information about how we are supporting our employees, you can view our policies and initiatives here.

We have also won the Top Employer award at the Women in Rail Awards 2022!

If you have been unsuccessful in the recruitment process for the same/similar position you will not be eligible to apply for a period of 6 months from that date.

All offers of employment are subject to us obtaining satisfactory references (covering all education, training, employment and unemployment in the preceding 5 years and any previous railway employment). We will also complete right to work in the UK and criminal record checks. This is to ensure we are employing the best person for the role and to protect our customers, colleagues and our reputation. We are unable to offer sponsorship to work in the UK. 

This post will close before the intended closing date should sufficient number of suitable applications be received. Therefore, if you are interested in applying for this role, we suggest that you do so at the earliest opportunity to avoid disappointment.

SOUTHEASTERN is owned by SE Trains Ltd, a subsidiary of the Department for Transport’s public sector owning group, ‘DOHL.’ DOHL has responsibility for three rail companies, LNER, Northern Trains Limited and SE Trains.

SE Trains Limited


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