IT Service Delivery Team Lead

Breakwater Technology is a technology solutions company passionate about Customer tailored product development. From requirements definition and specification, software coding and development, to application support and maintenance; we can understand and assist with the entire product lifecycle. With a drive fuelled by curiosity, engagement, and an agile mindset, we strive to deliver the highest possible business output of every task and project.

We are looking for an experienced
IT Service Delivery Team Lead
who will be leading the Service Delivery team, working with business stakeholders and engineering teams to oversee the smooth delivery of customer facing IT services. You will act as a part of the IT Operations team, reporting to the Head of IT Operations, driving knowledge sharing, process improvement and ensuring user satisfaction.

As a IT Service Delivery Team Lead @BWT you will:

• Develop and maintain relationships with multiple stakeholders in order to understand their needs and maintain customer satisfaction;
• Build and improve IT service metrics and reports;
• Drive internal and 3rd party service review meetings;
• Manage escalations, identify and resolve any potential service delivery issues in a timely and effective manner;
• Improve processes to ensure services are delivered according to industry best practices and customer requirements;
• Lead and guide the Service Delivery team and hold them accountable for providing great customer service;
• Build strong partnerships between IT Operations and other teams to align end user needs with IT service delivery capabilities.

To be successful in this position you need to have:

• Strong leadership skills, proven track record of leading successful teams;
• Experience in customer facing IT Service Delivery Management role, preferably in delivery of cloud native, distributed application/platform services;
• Excellent understanding of IT service availability and performance related metrics and reporting;
• Experience of managing 3rd party vendors and 3rd party delivered IT services;
• Good knowledge of IT Service Management frameworks, passion for service improvement;
• Working knowledge of Agile development methodologies and DevOps culture;
• Strong problem-solving skills and willingness to tackle difficult problems;
• Excellent written and verbal English communication skills, ability to communicate with end users and stakeholders on all levels;
• Detail oriented with good analytical skills to be able to analyse data, create reports, interpret information from multiple sources and identify solutions to business problems;
• Ability to work under pressure and meet deadlines;
• Self-motivation and ability to take responsibility;

Why us:

• At Breakwater Technology you are not recruited to work for us, you are hired to work 'with' us this means we are fully invested in your professional growth and development and ensuring your work is engaging, fulfilling and fun
• In this dynamic and collaborative work environment, we foster a culture built on the pillars of honesty, where transparent communication is valued; growth, as we invest in the continuous development of our team members; respect, ensuring an inclusive and supportive atmosphere; and freedom, empowering individuals to contribute their unique perspectives and ideas
• Our working language is English and we work hard to create an inclusive environment, at BWT you never lunch alone (unless you really want to)
• We are a social bunch, whatever your sport or whatever your game, you will be sure to find someone to join you. We even compete as a team in different sporting events (and we like to win)
• Our benefits are industry leading and we value our employees offering competitive salaries and incentives
• Our modern office has a stunning view of Ülemiste lake and Tallinn Airport; and as if that was not enough, we have breakfast together once a week and you can always find fresh fruit and snacks in our kitchen

At Breakwater, we're passionate about creating an inclusive workplace for everyone, no matter their age, gender identity, race, sexual orientation, physical or mental ability, or ethnicity. Join us in creating a workplace where your contributions are recognized, and you can thrive as your true self.