Third Space
Service Delivery Operative - London Role Title: Service Delivery Analyst Location: Hybrid, Soho Purpose of the Role The Service Delivery Analyst plays a key role in supporting the day-to-day performance of IT services across the organisation. They are responsible for monitoring ticket queues, tracking service metrics, producing reports, and working closely with both technical teams and business users to ensure efficient service delivery and a consistent user experience. This role supports both standard IT systems and bespoke in-house platforms, helping to ensure custom applications (such as internal membership systems and mobile apps) are effectively supported and integrated into the wider service delivery model. The role is ideal for someone highly organised, analytical, and user-focused, with a passion for improving processes, identifying trends, and helping the organisation deliver reliable and user-friendly services. Key Responsibilities 1. Operational Support & Coordination Monitor and triage service desk tickets, ensuring requests and incidents are logged, categorised, and assigned correctly. Track resolution times and follow up on overdue or high-priority tickets. Act as a liaison between users and technical teams, ensuring updates and expectations are clearly communicated. Support coordination of responses to issues affecting bespoke systems, escalating when needed. 2. Service Reporting & Data Analysis Maintain regular dashboards and reporting packs showing SLA performance, incident trends, and service volumes. Analyse support data to identify recurring issues or areas for service improvement. Highlight performance risks and provide insights to help the Service Delivery Manager prioritise actions. Contribute to governance reporting for IT and Digital Steering forums. 3. Documentation & Process Support Maintain service documentation, including support workflows, escalation paths, and knowledge base articles. Document known issues, workarounds, and solutions-especially for in-house systems. Support onboarding of new services into the service delivery model by assisting with support documentation and transition planning. 4. Continuous Improvement Identify opportunities to improve first-time fix rates and reduce avoidable escalations. Work with support and technical teams to streamline workflows or automate routine tasks. Contribute ideas and feedback to help evolve service desk tooling and reporting capabilities. 5. Stakeholder Engagement Respond to queries from end users with professionalism and clarity. Gather feedback on user experience and pain points to inform service improvement planning. Support internal communications around service changes, known issues, or planned maintenance. Scope of Responsibility Day-to-day monitoring and coordination of service desk operations. Reporting and analysis of service performance and support trends. Documentation and knowledge management for support procedures. Support for custom application service management and escalation. Continuous service improvement contributions. Skills and Experience Essential: Experience working in an IT service desk or service delivery environment. Familiarity with ITIL principles (e.g. incident, request, and change management). Strong attention to detail and ability to follow processes consistently. Excellent communication and coordination skills. Competence in using service management tools (e.g. Freshservice, ServiceNow, Jira). Proficiency in Excel or equivalent tools for reporting and analysis. Desirable: Experience supporting or working alongside bespoke or custom-built applications. Familiarity with customer-facing applications such as membership platforms or mobile apps. Knowledge of SLA monitoring, service desk KPIs, or Power BI dashboards. ITIL Foundation certification or equivalent experience. Experience working with cross-functional teams or third-party vendors. Key Success Measures High ticket-handling accuracy and SLA compliance across service categories. Clear and timely reporting on service performance and issue trends. Well-maintained support documentation and knowledge base content. Positive feedback from users and internal IT stakeholders. Demonstrated contributions to service improvement or operational efficiency.
Service Delivery Operative - London Role Title: Service Delivery Analyst Location: Hybrid, Soho Purpose of the Role The Service Delivery Analyst plays a key role in supporting the day-to-day performance of IT services across the organisation. They are responsible for monitoring ticket queues, tracking service metrics, producing reports, and working closely with both technical teams and business users to ensure efficient service delivery and a consistent user experience. This role supports both standard IT systems and bespoke in-house platforms, helping to ensure custom applications (such as internal membership systems and mobile apps) are effectively supported and integrated into the wider service delivery model. The role is ideal for someone highly organised, analytical, and user-focused, with a passion for improving processes, identifying trends, and helping the organisation deliver reliable and user-friendly services. Key Responsibilities 1. Operational Support & Coordination Monitor and triage service desk tickets, ensuring requests and incidents are logged, categorised, and assigned correctly. Track resolution times and follow up on overdue or high-priority tickets. Act as a liaison between users and technical teams, ensuring updates and expectations are clearly communicated. Support coordination of responses to issues affecting bespoke systems, escalating when needed. 2. Service Reporting & Data Analysis Maintain regular dashboards and reporting packs showing SLA performance, incident trends, and service volumes. Analyse support data to identify recurring issues or areas for service improvement. Highlight performance risks and provide insights to help the Service Delivery Manager prioritise actions. Contribute to governance reporting for IT and Digital Steering forums. 3. Documentation & Process Support Maintain service documentation, including support workflows, escalation paths, and knowledge base articles. Document known issues, workarounds, and solutions-especially for in-house systems. Support onboarding of new services into the service delivery model by assisting with support documentation and transition planning. 4. Continuous Improvement Identify opportunities to improve first-time fix rates and reduce avoidable escalations. Work with support and technical teams to streamline workflows or automate routine tasks. Contribute ideas and feedback to help evolve service desk tooling and reporting capabilities. 5. Stakeholder Engagement Respond to queries from end users with professionalism and clarity. Gather feedback on user experience and pain points to inform service improvement planning. Support internal communications around service changes, known issues, or planned maintenance. Scope of Responsibility Day-to-day monitoring and coordination of service desk operations. Reporting and analysis of service performance and support trends. Documentation and knowledge management for support procedures. Support for custom application service management and escalation. Continuous service improvement contributions. Skills and Experience Essential: Experience working in an IT service desk or service delivery environment. Familiarity with ITIL principles (e.g. incident, request, and change management). Strong attention to detail and ability to follow processes consistently. Excellent communication and coordination skills. Competence in using service management tools (e.g. Freshservice, ServiceNow, Jira). Proficiency in Excel or equivalent tools for reporting and analysis. Desirable: Experience supporting or working alongside bespoke or custom-built applications. Familiarity with customer-facing applications such as membership platforms or mobile apps. Knowledge of SLA monitoring, service desk KPIs, or Power BI dashboards. ITIL Foundation certification or equivalent experience. Experience working with cross-functional teams or third-party vendors. Key Success Measures High ticket-handling accuracy and SLA compliance across service categories. Clear and timely reporting on service performance and issue trends. Well-maintained support documentation and knowledge base content. Positive feedback from users and internal IT stakeholders. Demonstrated contributions to service improvement or operational efficiency.
Third Space
Head of Infrastructure, Network and Security - London Role Title: Head of Network, Infrastructure & Security Reporting To: IT Director Department: IT Location: Hybrid Employment Type: Full-Time Purpose of the Role The Head of Network, Infrastructure & Security is responsible for the strategic leadership, operational oversight, and technical assurance of the organisation's IT infrastructure, enterprise network, and cybersecurity capabilities. This role underpins the delivery of core IT services and supports business growth by ensuring platforms are secure, resilient, scalable, and aligned to industry best practice. The role operates as a senior subject matter expert, influencing IT strategy, architecture, and operational delivery-without direct line management responsibility. It works collaboratively across internal teams and third-party suppliers and includes ownership of Cyber Essentials accreditation, security audits, infrastructure architecture, cyber security monitoring and business continuity planning. The role is also accountable for identifying opportunities to improve operational efficiency through automation and AI-enhanced tooling, while maintaining a hands-on approach when needed-providing mentoring, incident support, and solution design leadership. Key Responsibilities 1. Strategy & Architecture Define and maintain the infrastructure and cybersecurity strategy in alignment with business and IT objectives. Provide architectural oversight for infrastructure projects, ensuring scalability, performance, and security. Identify opportunities to introduce automation and AI to improve resilience, monitoring, and incident response. Contribute to IT governance forums, investment planning, and technical decision-making. 2. Infrastructure & Network Services Oversee design, implementation, and management of infrastructure environments. Manage enterprise network services including MPLS, VPN, wireless, and perimeter security. Lead efforts to standardise infrastructure platforms and implement configuration and patch management processes. Ensure high availability, performance, and continuity of core IT services. 3. Cybersecurity & Information Assurance Own the organisation's information security framework, policies, and controls. Lead the annual penetration testing programme and manage remediation activities. Ensure timely and auditable joiner, mover, and leaver access controls. Manage Cyber Essentials accreditation, including preparation, submission, and renewal. Coordinate responses to internal and external audits, ensuring readiness and compliance. Lead the delivery of cybersecurity education and awareness across the business. Maintain and govern documentation relating to security standards, procedures, and risk registers. 4. Business Continuity & Resilience Develop and maintain disaster recovery (DR) and business continuity (BC) playbooks and documentation. Define and validate recovery time objectives (RTOs) and recovery point objectives (RPOs). Lead regular DR testing and continuity exercises in coordination with relevant business units. Identify risks, dependencies, and single points of failure; implement mitigation strategies. 5. Operational Oversight Lead incident management and ensure root cause analysis and service recovery are completed. Oversee monitoring, alerting, and logging platforms to ensure proactive service management. Drive continuous service improvement through analysis of trends, incidents, and feedback. 6. Collaboration & Supplier Management Work closely with the wider business and IT Operations, Applications, Security, and Change teams to support cohesive IT delivery. Provide technical mentorship and subject matter guidance across IT teams. Support hands-on tasks where needed-solution design, troubleshooting, and critical incident response. Manage third-party vendors and MSPs, ensuring service quality, contract compliance, and risk mitigation. Contribute to the planning and management of infrastructure and security budgets. Scope of Responsibility Strategic and technical leadership for infrastructure, network, and security functions. Owner of Cyber Essentials and other security-related certifications. Responsible for BCP/DR planning, documentation, and testing. Oversight of technical service delivery through internal and external partners. Collaboration across all IT functions to ensure platform alignment and secure operations. Support and advise on critical incident response and architecture design decisions. Support for peer IT leadership roles as needed to ensure service continuity. Skills and Experience Essential: Extensive experience (8+ years) in senior infrastructure and/or cybersecurity roles. Strong knowledge of Microsoft Azure, enterprise networking, and cloud architecture. Demonstrable track record of achieving and maintaining security certifications (e.g. Cyber Essentials, ISO 27001). Experience in business continuity planning, DR testing, and IT risk management. Strong grasp of automation tooling, monitoring platforms, and modern IT operations practices. Comfortable working in both strategic and hands-on capacities. Excellent stakeholder communication and influencing skills. Desirable: Relevant certifications such as CISSP, CISM, CCNP, Azure Solutions Architect, ISO 27001 Lead Implementer. Microsoft Administrator certifications, such as: Microsoft Certified: Azure Administrator Associate Microsoft 365 Certified: Enterprise Administrator Expert Knowledge of frameworks such as NIST, ITIL, or COBIT. Experience with Microsoft compliance tools (e.g. Microsoft Purview). Exposure to regulated industries or organisations with strict compliance obligations. Key Success Measures Availability, resilience, and performance of core infrastructure and network services. Completion and successful remediation of annual penetration tests. Cyber Essentials and other accreditations obtained and maintained. Documented and tested BCP/DR plans aligned to agreed RTOs and RPOs. Positive outcomes from internal and external security audits. Effective onboarding/offboarding processes and access control documentation. Visible improvements in infrastructure reliability, automation, and service delivery. Positive engagement and collaboration with peers across IT and the wider business.
Head of Infrastructure, Network and Security - London Role Title: Head of Network, Infrastructure & Security Reporting To: IT Director Department: IT Location: Hybrid Employment Type: Full-Time Purpose of the Role The Head of Network, Infrastructure & Security is responsible for the strategic leadership, operational oversight, and technical assurance of the organisation's IT infrastructure, enterprise network, and cybersecurity capabilities. This role underpins the delivery of core IT services and supports business growth by ensuring platforms are secure, resilient, scalable, and aligned to industry best practice. The role operates as a senior subject matter expert, influencing IT strategy, architecture, and operational delivery-without direct line management responsibility. It works collaboratively across internal teams and third-party suppliers and includes ownership of Cyber Essentials accreditation, security audits, infrastructure architecture, cyber security monitoring and business continuity planning. The role is also accountable for identifying opportunities to improve operational efficiency through automation and AI-enhanced tooling, while maintaining a hands-on approach when needed-providing mentoring, incident support, and solution design leadership. Key Responsibilities 1. Strategy & Architecture Define and maintain the infrastructure and cybersecurity strategy in alignment with business and IT objectives. Provide architectural oversight for infrastructure projects, ensuring scalability, performance, and security. Identify opportunities to introduce automation and AI to improve resilience, monitoring, and incident response. Contribute to IT governance forums, investment planning, and technical decision-making. 2. Infrastructure & Network Services Oversee design, implementation, and management of infrastructure environments. Manage enterprise network services including MPLS, VPN, wireless, and perimeter security. Lead efforts to standardise infrastructure platforms and implement configuration and patch management processes. Ensure high availability, performance, and continuity of core IT services. 3. Cybersecurity & Information Assurance Own the organisation's information security framework, policies, and controls. Lead the annual penetration testing programme and manage remediation activities. Ensure timely and auditable joiner, mover, and leaver access controls. Manage Cyber Essentials accreditation, including preparation, submission, and renewal. Coordinate responses to internal and external audits, ensuring readiness and compliance. Lead the delivery of cybersecurity education and awareness across the business. Maintain and govern documentation relating to security standards, procedures, and risk registers. 4. Business Continuity & Resilience Develop and maintain disaster recovery (DR) and business continuity (BC) playbooks and documentation. Define and validate recovery time objectives (RTOs) and recovery point objectives (RPOs). Lead regular DR testing and continuity exercises in coordination with relevant business units. Identify risks, dependencies, and single points of failure; implement mitigation strategies. 5. Operational Oversight Lead incident management and ensure root cause analysis and service recovery are completed. Oversee monitoring, alerting, and logging platforms to ensure proactive service management. Drive continuous service improvement through analysis of trends, incidents, and feedback. 6. Collaboration & Supplier Management Work closely with the wider business and IT Operations, Applications, Security, and Change teams to support cohesive IT delivery. Provide technical mentorship and subject matter guidance across IT teams. Support hands-on tasks where needed-solution design, troubleshooting, and critical incident response. Manage third-party vendors and MSPs, ensuring service quality, contract compliance, and risk mitigation. Contribute to the planning and management of infrastructure and security budgets. Scope of Responsibility Strategic and technical leadership for infrastructure, network, and security functions. Owner of Cyber Essentials and other security-related certifications. Responsible for BCP/DR planning, documentation, and testing. Oversight of technical service delivery through internal and external partners. Collaboration across all IT functions to ensure platform alignment and secure operations. Support and advise on critical incident response and architecture design decisions. Support for peer IT leadership roles as needed to ensure service continuity. Skills and Experience Essential: Extensive experience (8+ years) in senior infrastructure and/or cybersecurity roles. Strong knowledge of Microsoft Azure, enterprise networking, and cloud architecture. Demonstrable track record of achieving and maintaining security certifications (e.g. Cyber Essentials, ISO 27001). Experience in business continuity planning, DR testing, and IT risk management. Strong grasp of automation tooling, monitoring platforms, and modern IT operations practices. Comfortable working in both strategic and hands-on capacities. Excellent stakeholder communication and influencing skills. Desirable: Relevant certifications such as CISSP, CISM, CCNP, Azure Solutions Architect, ISO 27001 Lead Implementer. Microsoft Administrator certifications, such as: Microsoft Certified: Azure Administrator Associate Microsoft 365 Certified: Enterprise Administrator Expert Knowledge of frameworks such as NIST, ITIL, or COBIT. Experience with Microsoft compliance tools (e.g. Microsoft Purview). Exposure to regulated industries or organisations with strict compliance obligations. Key Success Measures Availability, resilience, and performance of core infrastructure and network services. Completion and successful remediation of annual penetration tests. Cyber Essentials and other accreditations obtained and maintained. Documented and tested BCP/DR plans aligned to agreed RTOs and RPOs. Positive outcomes from internal and external security audits. Effective onboarding/offboarding processes and access control documentation. Visible improvements in infrastructure reliability, automation, and service delivery. Positive engagement and collaboration with peers across IT and the wider business.