The Opportunity

An outstanding opportunity for an experienced Service Delivery Lead to both work within and run our IT Service Delivery (‘Care’) function; ensuring it is run as a profitable business unit in its own right, in-line with overall strategic objectives and governed coherently within Surevine as a whole.

This is an ideal role for someone looking to stay technical and hands-on, while taking on responsibility for leading our small team of support engineers to meet our SLAs and delight our customers.

How we work

We work in self-managed teams; planning, researching, designing, developing, and problem-solving together. We value empathy, courtesy, and communication skills as much as strong technical ability. Our approach is genuinely agile; adopting and constantly refining the best software and systems engineering practices from agile, XP, lean, systems engineering and design thinking.

What we use

  • Java
  • Spring Frameworks (Spring Data, Context, Web, Web Flux)
  • Spring Boot
  • Docker, Kubernetes
  • AWS
  • Linux
  • Elastic Stack
  • Postgres, MongoDB, Redis
  • GitLab CI

What you will be doing

  • Architect, design, and develop reliable and secure software system
  • Lead our small team of support engineers to resolve technical issues from our customers under our Service Level Agreements (SLAs), as well as supporting our internal teams of developers and employees
  • Ensure support is delivered efficiently to meet the contractual SLAs; incident response, back-ups, upgrades, monitoring systems and database administration
  • Support our ticketing system on Jira; operate a triage system where tickets are allocated to our team members as appropriate, and handle escalated support requests directly
  • Ensure we have an ITIL-compliant managed service that follows Surevine’s processes and principles
  • Apply your own technical skills in web applications, information security, IaaS, AWS, Linux (e.g. RHEL, CentOS) system administration, SQL and RDBMS admin (e.g. Postgres) to offer direct technical assistance to customers and your team when required
  • Manage customer relationships with stakeholders and key points of contact, representing Surevine at customer meetings
  • Manage Surevine Care’s P&L to agreed targets (including utilization and profitability)
  • Ensure availability of support resources in Care to meet SLAs, and help to work towards continual improvement, e.g. upskilling your team as requirements change
  • Performance manage Surevine Care people
  • Manage suppliers, both commercially and ensuring their SLAs align with Surevine’s
  • Establish proactive monitoring of our applications and the open-source software projects we engage with
  • Maintain and manage risks and issues associated with each managed service

Your experience

  • ITIL qualified or experience in ITIL best practice
  • Experience of running support services to SLAs and ensuring targets are met
  • Outstanding communication skills; able to engage confidently and clearly with customers and co-workers alike
  • Hands-on leadership of a small support team; providing motivation and performance management
  • Able to provide technical support – you would join with the ability to become an expert on our supported systems and to diagnose and resolve live issues. Able to identify issues requiring software or infrastructure changes
  • Technical skills in web applications, information security, IaaS, AWS, Linux (eg Red Hat, CentOS) systems administration, SQL and RDBMS admin (eg Postgres)
  • Commercial acumen and an enthusiasm for technology and software solutions

Location

  • Remote (work from home), or
  • Work from one of our offices in London or Gloucestershire

Apply for the position of "Service Delivery Lead"

Please apply using the form below or by sending your CV to jobs@surevine.com

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