IT Service Delivery Lead (Remote, Contract) Prague, Praha

IT Service Delivery Lead (Remote, Contract)

**OUR HIRING PROCESS**:
- We may then invite you to submit a video interview for the review of the hiring manager. This video interview is often followed by a test or short project that allows us to determine whether you will be a good fit for the team.
- At this point, we will invite you to interview with our hiring manager and/or the interview team. Please note: We do not conduct interviews via text message, Telegram, etc. and we never hire anyone into our organization without having met you face-to-face (or via Zoom). You will be invited to come to a live meeting or Zoom, where you will meet our INFUSE team.
- From there on, its decision time! If you are still excited to join INFUSE and we like you as much, we will have a conversation about your offer. We do not make offers without giving you the opportunity to speak with us live. After all, we consider our team members our family, and we want you to feel comfortable and welcomed.
We are seeking an enthusiastic and skilled **IT Service Delivery Lead** to be a vital part of our dynamic team. Suppose you excel at managing a team that focuses on providing top-notch technical support and enjoys collaboration with diverse teams to enhance user experience. In that case, we want to hear from you!
**Key Responsibilities**:
- Coordinate IT service delivery and support activities to ensure timely and effective service to end users.
- Proactively identify existing and potential issues and take the initiative to resolve them promptly.
- Monitor and manage the service desk ticketing system, ensuring all tickets are logged, tracked, properly prioritized, and resolved according to agreed timelines.
- Act as a liaison internally and between different departments, promoting seamless team communication and collaboration.
- Regularly monitor and enforce the teams compliance with established IT processes and standards.
- Collaborate with IT leadership to help implement core IT processes to improve overall team efficiency, while ensuring a smooth transition for the team and its clients.
- Assist with evaluations, setting up KPIs, and supporting junior team members for their continuous professional growth and development.
- Help motivate team members to achieve their goals, while fostering a positive and productive work environment.
- Contribute to the creation and maintenance of a robust knowledge base and thorough documentation of IT processes.
- Prepare detailed reports on the teams performance, analyzing productivity, efficiency, and goal achievement.
**Requirements**:
- Strong understanding of modern IT service management (ITSM) principles and frameworks like ITIL
- Strong prior experience with coordination and management of IT Support and Operations teams
- Understanding of Azure, Microsoft 365, and Google Workspace cloud services
- Knowledge of Jira and Confluence
- Proactive and initiative-taking attitude
- Excellent organizational and time-management skills
- Strong attention to detail and problem-solving abilities
- Ability to manage multiple tasks and prioritize effectively
- Advanced written and verbal communication skills in English. Good verbal communication in Russian is a plus
- Experience with AI tools and automation solutions is a strong plus
**Conditions**:
- Competitive compensation based on your experience and skills. Payments are made monthly—without delay—based on an invoice, via banking transfer/Payoneer/PayPal
- A remote and contractual work setup with the following hours: Mondays to Fridays, **12:00 - 21:00 EEST, incl. 1h break.

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