to £60,000 + hybrid working + bens
18 days ago
My client is looking a focused, empathic and experienced individual to take direct responsibility for the development and successful delivery of our strategic objectives related to the customer/user success including Shared Service Desk management and Customer Contact Centre, Application Management, Business Relationship Management and strategic partnership management. The responsibilities will also include delivery of technology enabled solutions that further improve the end user experience.
To fulfil this role, candidates will need to have high level knowledge of service management excellence, including resource allocation, escalation management, ITIL policies and processes and stakeholder liaison. This post is accountable for ensuring all their department’s policies and procedures are in line with the industry best practice frameworks including ITIL and ISO ISO27001.
To provide advanced service management best practice advice on new and existing strategic and operational agendas for an efficient and cost-effective IT Service Delivery
To establish and agree operational levels with internal and external customers and suppliers
Identify and provide action plans for any change or transformation
Accountable for the user engagement in the transition of new technology and services
To build and maintain KPI performance management systems to ensure that service levels meet and exceed required standards
Accountable for the ongoing management of all relevant contracts with the customers and suppliers
Accountable for the development and management of the CSI activities
To act as IT service delivery advisor
Responsible for identifying areas of service weakness and producing options appraisals for consideration by the appropriate senior governance boards/groups.
To ensure that departmental Change Control, Standard Operating Procedures and escalation mechanisms are consistently adhered to by all Service Delivery personnel.
To manage external IT contractors and contract negotiations
To communicate complex technical and non-technical information to large external
To undertake any other duties appropriate to the grade, as requested by the Associate Director of IT Business Operations.
ITIL qualified + Prince 2 and/or Agile certification
Significant working knowledge of managing service desks, contact centres and application management teams
Extensive specialist knowledge of service management policies and procedures
Significant knowledge and application of key policies and procedures including Information Governance and Trust / Industry IT
Extensive understanding within Microsoft operating environments, Virtualisation techniques and Data centre operating standards.
Demonstrate extensive knowledge of Service Management best practice ITIL and/or ISO/IEC (phone number removed):2018
Experience developing solutions and transforming services with the end user in mind
Development and management of budgets
Experience of implementing national policies and practices
Experience of setting departmental objectives and monitoring progress against these objectives.
Experienced change manager
Extensive supplier relationship management skills
Strong service definition development skills
Ability to present and discuss financial, technical and contractual information at various boards, meetings and forums
If you are an experienced service delivery manager / UX Manager with who is looking to work in a collaborative environment, then we would love to hear from you. To find out more about this position, please contact Keith Wilkins or send your CV for review.
Please note that every application received is personally reviewed by our specialist team and it does not use automated screening tools. On occasion, a high volume of applicants will mean that we are unable to respond personally to your application and should this be the case please accept our apologies in advance. Applicants must be eligible to live and work in the UK to apply for this role.
Avocet Strategic Resourcing is committed to equality of opportunity for all staff and applications from individuals are encouraged regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.