Service Delivery Team Lead
About Occam
Occam is a business that helps its clients communicate with their customers more profitably. We achieve this
by integrating and managing customer data on their behalf. Typically this involves the construction of a single
customer view, the implementation of a hosted database and the integration of a software application to
access the data and manage campaigns. On top of this we also provide a range of professional services from
Architect to analysis and project management.
We have been in business since 1993 and are considered to be one of the ‘leading’ Marketing Service
Providers in the UK, as rated by the independent research conducted by Forrester®.
Following acquisition in June 2010 Occam is now a wholly owned subsidiary of St Ives plc; the UK’s largest
printing services company. With 3,000 people in 20 sites across the UK, servicing over 3,000 clients and
revenues of almost £400m, St Ives bring new capability, more resource and greater support to an already
outstanding business.
It is our stated aim to make Occam the undisputed market leader by 2016. We will achieve this through a
mixture of organic growth and acquisition; however we need exceptional people demonstrating the right
behaviours on a daily basis. This job description sets out how you can make your own contribution to the next
stage in our company’s growth.
Purpose of the Role
The Service Delivery Team Lead is a player manager role that exists within the Occam Operations Team, and
reports into the Head of IT and Project Management. The role has responsibility for leading, mentoring, and
managing direct reports within the Service Desk team, and for leading Service Delivery in IT and Application
Support. The Service Desk team includes a team of 6 Service Desk Analysts. Service Delivery includes service
management, incident, problem, and change management, continual service improvement, and customer
satisfaction for IT and Application Support. The focus of this role is to ensure the highest level of operational
service delivery.
The Service Desk’s role is to provide consistent, effective and efficient Services Transition and Support Service
Delivery to all clients, both internal and external, in line with Service Level Agreements and other contractual
obligations.
The Service Delivery Team Lead will assist the Head of IT and Project Management in defining, maintaining,
and educating the Service Desk team and wider Support teams on the Occam approach to Service Delivery.
This will include setting the standards of work practices, maintaining and improving our Quality Management
approach, and providing an environment to maximise the professional output of the individuals.
12/02/2016 Document Classification: Public
Occam DM Ltd. Manor Farm, Church Lane, Chilcompton, Radstock, BA3 4HP | Tel: 01761 233 833 | www.occam-dm.com | Registered no: 5095081
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Main responsibilities
Delivery
 1st & 2nd line support services via management of the Service Desk team, with the aim of resolving any software or
configuration issues on a first-time-fix basis and providing consultative support to assist clients in the effective use of
their solutions.
 Owns support services design, transition of projects into BAU and delivery of ongoing support against Service Level
Agreements (SLA’s)/ Key Performance Indicators (KPI’s). Drive high levels of customer satisfaction by working closely
with Client Services Teams to ensure that SLA’s & KPI’s are monitored, achieved and customer expectations are
exceeded.
 Provide MI and feedback to the business regarding support activity KPI’s, to include the effectiveness and utilisation
of Support Resources to facilitate decision making processes, i.e.:
o Key trends/ themes identified
o Effort expended Vs Contracted effort
o Identification of revenue generating activity or added value initiatives for account growth.
 Manage the relationship between Occam and Partner software suppliers’ support desks as appropriate.
 Remove obstacles to customer satisfaction and/ or financial performance.
 Provide cover for Service Desk activities in times of high demand or restricted resource.
Technology
 Responsible (in conjunction with the IT Infrastructure Manager) for the identification, provision, management,
training and support of all end-user devices, applications and business systems deemed as required by the
organisation (this includes, but is not limited to: Mobile communication/ computing devices, tools, SharePoint, EPM,
File systems and so on).
Resource Management
 Prioritise workloads, maximise efficiencies and manage expectations regarding delivery as related to the Service Desk
to ensure SLAs are consistently met.
 Ensure sufficient resources of the right type to deliver outstanding service to internal and external clients during the
Service Desk operating hours of 08:00 – 17:30.
Quality
 Define and measure quality assessment processes/ metrics for Service Delivery (incl. Service Desk).
 Ensure the Service Desk work to a defined framework/ standards and take responsibility for continuous review and
improvement of all within remit (including, but not limited to: incident/ problem management, asset management
(software, hardware, data), new starters, leavers and transfers).
 Educate on and manage conformance to approved Service Delivery procedures.
Clients
 Manage and produce collateral for Sales proposals, present to prospects and clients where required.
 Meet/ engage with clients directly when required, e.g. on-boarding process, annual account reviews, to address
Service Delivery dissatisfaction.
Team Leadership:
 Build and embed a culture of service excellence, always putting the customer, our people and our business at the
centre of all activity.
 Review and manage performance: Identifying training/ development needs, coaching, training and mentoring. Also
setting and agreeing team/ individual objectives.
 Talent identification, succession planning and recruitment.
 Build positive working relationships with key stakeholders to ensure effective service delivery.
The above responsibilities are indicative of the work required and should not be seen as an exhaustive list. Other tasks/
responsibilities may apply as related to the role / individual’s capability and experience.
12/02/2016 Document Classification: Public
Occam DM Ltd. Manor Farm, Church Lane, Chilcompton, Radstock, BA3 4HP | Tel: 01761 233 833 | www.occam-dm.com | Registered no: 5095081
1
Indicators of success in role
1) Takes ownership and sets standards for Service Delivery across the business.
a. Service requests, issues and problems are resolved in a timely manner as appropriate to impact/
priority, or in accordance with applicable SLA.
b. Services provided are known, documented, managed and continually expanded/ improved upon.
c. Good insight is available to Client Service teams that details support activity provided in order to
facilitate effective decision making for client contracts and services.
2) Technology used or supported by the Service Desk team is well understood, controlled and managed.
a. Organisational assets (software, hardware and data) are managed and controlled.
b. Internal business systems are understood, managed, and supported; training is provided as
required.
c. Proactive recommendations are made to the business toward continual improvement initiatives or
to address problems.
d. Applications & tools supported by the service desk are understood, and knowledge management
and skills transfer is evident..
3) Measures quality of output, and proactively looks for feedback in order to bring about continuous
improvement in Service Delivery.
a. There is evidence of proactive and automated monitoring of KPI’s by service and solution.
b. Problems are managed, leveraging root cause analysis and knowledge management is evident.
c. There is evidence of proactive issue/ problem identification and resolution prior to business/client
impact. Corrective and preventative action is taken as appropriate.
d. Operating procedures / work instructions exist and are up to date (e.g. for the escalation and
management of issues both internally or to 3rd parties, and as applicable to ISO 27001 & 9001).
e. Across Information technology, the ability exists to track all historic configurations, service
requests, change requests, incidents or problems (to include approved, denied and deferred
requests) and actual configuration changes applied as applicable to a system, service or solution
exists.
4) Support Service Delivery is organised and team are highly responsive to both internal and external clients.
a. Clients feel like their support requests are responded to quickly and effectively, by knowledgeable
staff.
b. Sales collateral is well documented and managed.
c. Contributions to proposals/submissions are timely, complete, and of a high quality.
d. Regular and ongoing communication and understanding is evident between the Service Desk and
Client teams on Support, Projects, and Services to clients.
e. Outstanding Support Requests are followed-up regularly, to drive a positive resolution quickly.
f. Other Occam teams value the role that the Service Desk team do in 1st and 2nd line support of
client systems.
g.
5) Service Delivery Team Lead visibly influences individuals and teams across the business, and is respected for
their input and approach.
a. There is evidence of clear functional leadership/ direction and clear, planned task execution.
b. Close working relationships are evident with the IT Infrastructure, DB Prod, Project and Client
Service Teams.
c. Performance is managed effectively against Team, Role and Individual objectives.
12/02/2016 Document Classification: Public
Occam DM Ltd. Manor Farm, Church Lane, Chilcompton, Radstock, BA3 4HP | Tel: 01761 233 833 | www.occam-dm.com | Registered no: 5095081
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d. Skills gaps in the Service Desk team are addressed with planned training/coaching, and evidence of
knowledge share and skills transition is evident (both within the team and the wider business).
12/02/2016 Document Classification: Public
Occam DM Ltd. Manor Farm, Church Lane, Chilcompton, Radstock, BA3 4HP | Tel: 01761 233 833 | www.occam-dm.com | Registered no: 5095081
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Skills & Experience
Essential Skills
 Working knowledge of ITIL Service Desk/ Service Delivery best practices
 Exposure to ISO27001 or PCI compliant environments and solutions
 Experience of managing service delivery to contractual SLAs
 Client facing experience in a Service Desk environment
 Technically strong (i.e. working knowledge of Microsoft technologies such as SQL Server and .Net,
Windows Operating Systems, MS Office and Networks).
 Line management experience
 Ability to work under pressure and effectively marshal available resources.
Desirable Skills
 Experience in the support or use of Marketing Tools such as IBM ExperienceOne, Apteco Faststats, SDL
Alterian, Adobe Campaign, SAS
 Direct marketing industry experience
 Awareness of the Data Protection Act
Departmental Structure
Head of IT & PM
IT Infrastructure
Database
Production
Service Delivery
Project
Management
12/02/2016 Document Classification: Public
Occam DM Ltd. Manor Farm, Church Lane, Chilcompton, Radstock, BA3 4HP | Tel: 01761 233 833 | www.occam-dm.com | Registered no: 5095081
PMO / Resource
Management
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Role Relationships
Infrastruc
ture
Team
Lead
Clients
(external
&
internal)
Business
Manager
Quality
Team
DB Prod
Team
Lead
Service
Desk
Analysts
Service
Delivery
Team
Lead
SMT
3rd Line
Support
Dev/TC’s
/Camps
Head of
IT & PM
Client
Teams
(AD’s /
AM’s)
Software
Partners
InfoSec
Officer
Close working relationship, high importance
Key business relationship
Ongoing working relationship
12/02/2016 Document Classification: Public
Occam DM Ltd. Manor Farm, Church Lane, Chilcompton, Radstock, BA3 4HP | Tel: 01761 233 833 | www.occam-dm.com | Registered no: 5095081
1
Special Features
Shift working 08:00 – 17:30 Monday to Friday.
Out of hours support as and when required, agreed on an ad-hoc basis.
Occasional travel to other St Ives Group offices (Bristol, London and Leeds) and to client sites (across the UK).
Competencies
Occam has created a competency matrix based on key areas that are important to our business. Each role has
a base score and our managers use this to develop and train our employees. Details on the competencies and
score for this role will be discussed at interview.
For further information about the role please contact
Emma Hogan
Business Manager
Email: recruitment@occam-dm.com
Telephone: 01761 233833
Web: www.occam-dm.com
12/02/2016 Document Classification: Public
Occam DM Ltd. Manor Farm, Church Lane, Chilcompton, Radstock, BA3 4HP | Tel: 01761 233 833 | www.occam-dm.com | Registered no: 5095081
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