REDLEO SOFTWARE INC.
ITSM Service Delivery
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Role: ITSM/ Delivery Lead
Travel Required
Onsite role at Edinburg, Scotland
The ideal candidate is a hands-on team coordinator with strong communication skills and the ability to manage both onsite and remote technicians.
Core Responsibilities
- Team Leadership: Assign tasks, balance workloads, and coordinate onsite + dispatch technicians.
- Operational Oversight: Monitor service queues, ensure timely IMAC/incident resolution.
- Governance & SLA Compliance: Enforce operational playbook standards and track performance.
- Process Improvement: Standardize workflows and drive continuous improvement across locations.
- Escalation Management: Act as the primary escalation point for complex technical or client issues.
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Required Skills
- Technical Team Leadership & Resource Coordination
- Strong ITSM / Service Management Knowledge
- SLA Governance & Operational Reporting
- Excellent Communication & Stakeholder Management
- Experience Managing Onsite + Remote Teams
- High Reliability + Willingness to Travel (Domestic & International)
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