Several years ago Enterprise IT wihtin the client outsourced a large proportion of the IT operations and support to several trusted partners. This transition has been successful and we are now focused on continuous improvement of service delivery. The Service and Innovation Lead is a critical role in the Enterprise Technology Group, responsible for relentless focus of end user needs driving continuous improvement through our outsourced partners.
The candidate needs demonstrable skills of working in an outsourced setting and driving through measurable end user improvements in a cost-constrained environment.
This is a great opportunity to redefine Service delivery within IT. This will require agile thinking within the areas of true collaboration and meaningful business engagement. For an ambitious manager, this is an exciting environment to sharpen your skills, help build your career and make a real difference in a critical function within the client.
Manage the Service Delivery and Innovation function.
Work with the Technology Leadership team to define a strategy for Service Innovation and delivery.
Responsible for the delivery of the strategy.
Work with Technology teams and our outsource partners to continually improve the quality of service delivered to End Users.
Co-ordinate all Problem Management activities (including major incidents) and manage root-cause follow up for all incidents.
Manage the operational relationship with our Service Partners and ensure that performance is continually monitored and improved.
Develop, maintain and monitor for all Service Delivery standards and processes.
Maintain Service Level Agreements as an open, honest and transparent driver for improvement and an interface between Service Partner and the customer/business.
Evaluate processes for efficiency and effectiveness.
Build a light touch, low friction interaction with the Service function for End Users.
Innovate continuously, ?identify emerging technologies that add value to End Users, to be considered for use within Service.
Assess customer feedback and make necessary improvements.
Responsible for the ongoing development of the Workspace experience.
Work with the Service Partners to refine and maintain the Service Catalogue.
Ensure that the KEDB is maintained, root causes problems are identified and actions taken to reduce.
Good leadership and motivational skills.
Excellent interpersonal and communication skills.
Understanding of outsource service models.
Track record of delivering service innovations that has led to measurable service improvement.
Good problem-solving and analytical skills.
Detail oriented and diligent.
Prepared to fail sometimes and learn from the experience.
Entrepreneurial by nature with a strong sense of ownership.
Ability to work under pressure and identify and prioritise key issues, in a dynamic Environment. Broad range of technology knowledge and experience.
Passionate about delivering excellent service and a high quality customer experience.
Experience managing a Service Delivery function is not required.
A working knowledge of ITIL is required.
- Managed Services
- Service Delivery