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IT Service Delivery Officer

Posted 26 January by Advantage Resourcing Ended
World Class Defence Organisation based in Stevenage, Hertfordshire is currently looking to recruit an IT Service Delivery Officer on an initial 6 month contract. This company was recognised as a Sunday Times Top 30 Best Big Companies to Work For in 2017 and is a leader in its industry.

Contract Duration: 6 Months initially and then ongoing and long-term thereafter.
Hourly Rate: The department are offering competitive hourly rates

Security Information: Please Note you must be eligible for SC Security Clearance (unfortunately due to security restrictions for this role, the candidate will need to be a British National with no dual nationality and must have resided in the UK for at least 4 of the past 5 years).

IT Operations Service Delivery Officer Job Description:

To provide direct support to the Service Delivery team such that the delivery of defined services to Stevenage in accordance with Service Level Agreements, and which support the provision of an effective working environment for employees.

1. To assist the effective delivery across all UK sites of IT desktop services by effective contract management of the supplier. This service includes progress chasing requests, responding to management information, and escalating issues to Line Management where required
2. To jointly provide an interface at all UK sites for receipt of feedback on all IT issues arising, review with Line Management and respond to users such that customer confidence is maintained
3. To provide administrative support to the IT Service Delivery and User Administration team including but not limited to eReq's, e-catalogue, mobile telephony billing enquiries, ORCA request for quotations, specific reporting on mobility and budget management for the CSI organisation. Provide liaison and support to specialist technical areas, and business critical users, such that IM services to these areas are relevant and supportive to specific needs (e.g. videoconferencing support/ desktop requirements) - taking advice and guidance from Projects and Solutions to ensure a harmonised IM approach.
4. Support the IT Service Delivery team with the creation and trend analysis of incident management reporting such that problem areas are quickly identified; recovery plans to be implemented where necessary.
5. Support the Service Delivery team with the management of all supplier SIP/CSIP activities and identify areas of improvement - taking advice from the Projects and Solutions team as and when required
6. Provide the interface to Facilities Management and Security on accommodation and FM services such that continuity of services is maintained including the responsibility of organising all required IM actions to support employee moves.
7. Co-ordinate the weekly communications to the company on the IM Change Board actions such that Directorates and Programmes can respond to outages and service changes
8. To assist the IT Operations Manager with the management and administration of the UK Mobile Contract (currently EE) such that the mobile communications services are delivered efficiently to UK employees
9. Support the IT Service Delivery team with the creation and publication of intranet based information, user guides and training videos. The ability to effectively deliver one to one training to the customer will also be required

Skills and Experience:

* Supplier performance management skills working in partnership relationship
* Experience of working in an IT Service Delivery or IT Service Delivery environment
* Broad understanding of IT technologies
* Broad understanding of Commercial, Customer Support, Technical, Programmes, and Engineering, HR activities at Stevenage and relevance/criticality of IT FO support
* Good understanding of mobile telecommunications
* Competent in database management and analysis of statistics
* Experience in HTML/web design would be advantageous

Advantage Resourcing is a service driven recruitment consultancy.

Required skills

  • Defence
  • IT
  • Manager
  • Service
  • Hertfordshire
  • Delivery
  • Stevenage

Reference: 34334390

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