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Cresset is a software development and contract research organization that delivers solutions enabling companies to discover, design and optimize molecules. Cresset is also a development partner for Torx Software, a platform that enables better design decisions and tracking compound synthesis. For over 20 years we have helped organizations improve human health by providing solutions that enable them to develop better treatments for critical diseases. Our global customer-base includes pharmaceutical, biotechnology, agrochemical, flavor and fragrance companies, and academics.

Exceptional talent

Cresset has seen significant organic growth and, with investment backing, we are on a rapid growth trajectory across all areas of the business to deliver not only outstanding solutions for our customers, but to recognize the outstanding talent who choose to advance their career with Cresset. Personal professional development is at the heart of our commitment to all employees – we take great pride in seeing colleagues progress their career within the company.

New product development driven by best-in-class infrastructure

New product development is crucial so that we deliver the drug discovery tools of the future. Alongside enhancing existing science and technology we have a strong greenfield project pipeline and encourage our highly experienced software developers, computational chemistry developers and talented colleagues to take ownership of these projects and drive them through the development process.

We commit to providing you with the tools to do your job to its fullest potential. We invest significantly in cutting-edge server and network infrastructure to ensure our colleagues have access to best-in-class technology to deliver the reliable solutions our customers depend on us for.

Summary of position

You will be responsible for IT service delivery to the organisation. Responsibilities include ensuring that services meet or exceed internal customer expectations, are delivered promptly and efficiently, and are cost-effective. The IT Service Delivery Manager will work with the Head of IT and other departments to ensure that IT services align with the organisation's goals and objectives. The primary focus will be to assist the Head of IT in ensuring the smooth execution of IT projects and providing effective service delivery and exceptional customer satisfaction. The IT Service Delivery Manager position is a "hands-on" role requiring strong troubleshooting skills.

Key Responsibilities

• Service Delivery Management: Assist in managing IT service delivery processes and procedures. Take ownership of end-to-end service delivery for assigned clients ensuring adherence to service level agreements (SLAs) and driving continuous improvement in service quality
• Project Management: Assist with the coordination and management of IT projects from initiation to completion, ensuring timely delivery, effective resource allocation, and successful implementation
• Performance Monitoring: Implement and monitor performance metrics to evaluate service effectiveness, identify areas for improvement, and take proactive measures to enhance service delivery
• Incident and Problem Management: Oversee the resolution of IT incidents and problems, ensuring timely and practical solutions, root cause analysis, and implementing preventive measures
• Level 3 support: Triage support ticket escalations and handle complex and advanced technical issues that the helpdesk cannot resolve
• Relationship Management: Work with the Head of IT to ensure IT services align with the organisation's goals and objectives. Collaborate closely with key stakeholders to understand their business needs and assist in aligning IT services accordingly
• Continuous Improvement: Stay updated with industry best practices, emerging technologies, and trends related to IT service delivery. Implement process improvements and drive innovation to enhance service quality and operational efficiency

Requirements

• 5+ years of experience in IT service delivery
• Strong understanding of IT service management principles and practices
• Excellent interpersonal and communication skills, with the ability to effectively collaborate with internal clients, stakeholders, and cross-functional teams
• Ability to work independently and as part of a team with previous team leadership experience
• Strong analytical and problem-solving skills
• Ability to work under pressure and meet deadlines

Desirable

• Experience with JumpCloud identity and device management
• Linux command line
• Aruba switch technology
• VMware vSphere and vCenter
• Rubrik and Veeam backup technologies
• NetApp storage technologies
• Sophos firewall and endpoint protection
• SOC2 security compliance

Location:

• Office based in Litlington, Cambridgeshire, flexible one day a week from home

Benefits

• Hybrid Working Opportunities
• Discretionary annual bonus
• Pension scheme
• Private health insurance
• Life insurance
• 25 days holiday plus bank holidays (full time employee)
• Free transport between Royston train station and the office in Litlington two days a week
• Excellent learning and development opportunities
  
• Free car parking and covered cycle storage
• Cycle to work scheme
  
• Lifestyle rewards
• Social activities