IT Service Delivery Lead

Overview Oritain is the global leader in product verification, with locations in Auckland, Dunedin, London, Singapore and Washington D.C. Our vision is to be the source of truth in global supply chains and our mission is to harness science, technology and services to create a community of origin verified buyers and suppliers, protecting our people and planet. Sustainability is about the actions and impact on people, animals and the planet, driven by the move to sustainable practice and the need for transparency underpinned by proven traceability. Our scientific traceability helps brands verify origin and authenticity of products and raw materials across fashion, food, and pharmaceuticals, enabling improvements across supply chains.

About The RoleThe IT Service Delivery Lead at Oritain is responsible for the day-to-day delivery of our end-user IT services and Microsoft 365 estate. Working hands on across support, endpoints, and service operations, the role acts as a senior technical escalation point within the Service Desk and provides technical leadership to our Service Desk team. With a focus on continuous service improvement, operational delivery, and technical escalations, the role owns the quality, standards, and outcomes of the Service Desk service.

Key Responsibilities IT Service Delivery & Operations: Deliver an IT service that supports our strategy to 'Be a Great Place' to work; Administrate our Microsoft 365 estate, ensuring a positive end-user experience; Delivers L2/L3 support resolving complex technical issues across endpoints, collaboration tools, and core IT services, while leading service improvement initiatives; Act as a global escalation point for junior Service Desk team members, providing guidance, troubleshooting support, and knowledge transfer; Deliver high-quality end-user, VIP, and major incident support, including incident coordination and communication; Support video conferencing and meeting room technologies, ensuring meeting spaces are reliable and well supported.Endpoint & Device Management: Build a flexible endpoint hardware strategy aligned to how people like to work; Administer and maintain endpoint management platforms, including Microsoft Intune, device compliance policies, and patching tools; Endpoint compliance and patching aligned with security standards, working closely with Security teams; To ensure devices are consistently configured across regions; Contribute to continuous improvement of endpoint standards and operational practices.Continuous Improvement & Service Management: Drive continuous improvement of Service Desk documentation, knowledge base articles, and support processes; Take service improvement ideas from concept through to delivery, ensuring tangible benefits for users and the business; Define, measure, and improve service level agreements (SLAs); Establish and maintain service metrics, incident trend analysis, and reporting to provide insight into service performance and improvement opportunities; Work closely with Infrastructure and Security teams on cross-functional initiatives, projects, and operational improvements as required; Identifies skill gaps within the Service Desk and proposes development plans and training priorities to IT leadership.Asset & Inventory Management: Asset lifecycle, inventory management, and procurement support for all end-user devices.Qualifications & Skills Experience putting people first, to ensure their needs are metStrong experience in IT service delivery end user computing roles, with a hands-on technical focusProven experience supporting and administering Microsoft 365 servicesHands on expertise with endpoint management, including Intune, device compliance, and patching toolsExperience providing L1-L3 support, including major incident and VIP supportStrong understanding of IT service management concepts, including SLAs, metrics, and continuous improvementExcellent troubleshooting, communication, and customer focused skillsComfortable acting as an escalation point and mentoring less experienced team members, identifying training needsDesirable Experience putting people first, to ensure their needs are metExposure to IT service metrics, reporting, and trend analysisSecure first mindsetDesire to continually bring knowledge and experience and drive Service Desk changeCompany Benefits Paid Leave- 35 days (inclusive of public holidays)Birthday OffVolunteering Leave AllowanceEnhanced Parental LeaveLife InsuranceHealthcare Cash PlanEmployee Assistance Programme (EAP)PensionMonthly Wellbeing AllowanceBreakfast, Snacks, Friday lunch & Barista Coffee Machine in the officeLearning Portal with over 100,000 assets available to support professional developmentHybrid working set-up (Farringdon, London)Plenty of friendly 4-legged pets in the office!Oritain is a global leader in forensic origin verification. Using cutting edge science, advanced technology, and specialized services, we independently verify where products and raw materials come from - protecting brand integrity, supporting compliance, and strengthening supply chain trust and transparency. Our method is highly resistant to tampering, court-admissible, and trusted by suppliers and manufacturers, brands and retailers, consumers, and regulators. Driven by purpose, we are committed to advancing the scientific techniques and systems needed to identify the origin of the world's most critical commodities - enabling more ethical, resilient, and accountable supply chains., Job Description We are supporting a leading organisation for a search for a IT Service Delivery Director to provide strategic leadership across enterprise IT service operations. 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