The starting salary for this permanent position is £52,047 per annum based on a 36-hour working week.

We are excited to be recruiting for a skilled and highly motivated Unit 4 Service Delivery Team Leader to join our dynamic MySurrey Service Delivery team.

The team is based in Woodhatch, Reigate but we promote a hybrid approach to working, meeting collaboratively when required. There is an expectation to attend the office, at least once a week.

Rewards and Benefits:

• 26 days' holiday (prorated for part time staff), rising to 28 days after 2 years' service and 30 days after 5 years' service
• Option to buy up to 10 days of additional annual leave
• An extensive Employee Assistance Programme (EAP) to support health and wellbeingUp to 5 days of carer's leave per year
• Paternity, adoption and dependants leave
• A generous local government salary related pension
• Lifestyle discounts including gym, travel, shopping and many more
• 2 paid volunteering days per year
• Learning and development hub where you can access a wealth of resources

About the Role

Surrey County Council have implemented Unit 4 as a modern, intuitive, and flexible Software-as-a-Service Enterprise Resource Planning System. A significant programme of work has been completed to deliver the full implementation, including the configuration of the system, data migration and implementing required integrations with other Council systems.

Unit 4 is supported by in-house IT & Digital teams that operate ITIL 4 service management processes and are structured into:

Service Delivery (service requests, incidents, problem management, SLA/KPI reporting and supplier relationship management)Service Improvement (change requests, release management & business relationship management)

As a vital member of the team, you will play a crucial role in ensuring the smooth operation and optimal performance of the Unit 4 application whilst maintaining a high level of service delivery. Duties of the Unit 4 Service Delivery Team Leader include:

• Assisting the Service Delivery Manager in the delivery of IT services to business stakeholders, teams and end users
• Leading a team of four support agents, motivating them and driving their performance, ensuring that the services provided meets and exceeds our customers' expectations.
• Providing second-line IT support and assistance to customers and stakeholders, resolving issues promptly through effective communication and co-ordination
• Monitoring service delivery performance against agreed-upon service level agreements (SLAs)
• Contributing to the development of service delivery policies, procedures and guidelines
• Supporting project delivery, service improvement initiatives, system upgrades and other continuous improvement activities

Shortlisting Criteria

To be considered for shortlisting for this position, your application will clearly evidence the following:

• Previous experience of Unit 4 ERP/ Agresso or similar ERP systems in a Service Delivery or support role
• Broad understanding in at least one of the functional areas of HR, Payroll, Finance, Procurement or FP&A (Financial Planning and Analysis)
• Supervisory or lead experience in a similar systems environment
• Ability to share technical knowledge with non-technical colleagues
• Excellent problem-solving and troubleshooting skills with strong communication and collaboration skills
• Ability to manage multiple tasks and projects simultaneously
• Knowledge of ITIL service management framework including Service Desk, Service Request Management, Incident Management and Problem Management.

The job advert closes at 23:59 on 09/03/2025 with interviews to follow.

Our Commitment

Surrey County Council is proud to be a Disability Confident Employer. A guaranteed interview will be offered to all disabled applicants where:
The candidate has evidenced the minimum criteria for the role through their application The candidate has chosen to share that they have a disability on the application form Our application form and onboarding process will provide an opportunity to request any reasonable adjustments for the interview and/or the role. We want to be an inclusive and diverse employer reflecting the community we serve and particularly welcome applications from all underrepresented groups.