JOB DETAILSNote: This is a Managerial role not an Technical Support role. - UK North Associate Management Lead2 JOB PURPOSE The UKI Technology Services - North Associate Management Lead remit is to ensure that Service Management best practices are defined, operated and improved to manage the delivery of technology services (via various local and global teams) to support employees in the Newcastle office and UK North.3 SCOPE The UKI Technology Services: Local (UKI TS: Local) organisation is focused on the deployment and support of technology solutions for personnel across the UK and Ireland (UKI) geographical unit (GU).4 RESPONSIBILITIES AND ACC OUNTABILITIES
Service Management - General Develop, implement and improve processes which underpin service, both internal and external. Build robust working relationships with the aim of improving service provision and customer satisfaction ratings. Engage with stake holders regularly to understand the service perceptions Manage and resolve high priority service issues notified by the various global and local teams via local incident management and escalation processes. Manage the local 2nd level support teams in Newcastle and remotely in Manchester and leeds plus other locations as required. Manage customer satisfaction improvement process and drive through resulting actions in conjunction with appropriate delivery/support teams. Identify and implement process or service improvements, and any associated cost savings, both internal and external. Design and implement new processes as needed. Supply Reports and Metrics as required Ensure that best practices are shared UKI wide Supplier and Customer Management Manage structured supplier and customer management process encompassing both internal and external relationships, liaising with commercial manager where necessary. Including the UK Vodafone contract and HPE contracts as example Operate a structured supplier management process framework ensuring standard documentation is maintained covering OLA, SLA, contact, reporting, product catalogue and other information for each supplier. Ensure team establishes regular service review meetings with each supplier, involving relevant teams from TS: Local in UK and Ireland, documenting meetings and actions arising in a spirit of continuous service improvement. Ensure team maintains good relationships with acc ount and service managers from main suppliers (telcos, Workstation suppliers, IT equipment providers). Demonstrates a deep understanding of core CIO IT Products and Services within your aligned area (Security, Core Architecture, Workstation Technology and Collaboration, End User Services, Digital Workplace). Is aware of pricing, eligibility and best practise use and is able to advocate this seamlessly to customer group. Helps shape the products and services, provides feedback based on customer feedback requirements and own experience and knowledge. Service Level Reporting Oversee production of supporting information to facilitate key customer service reviews based on agreed service metrics and KPIs.Create simple and effective internal service metric information to complement the published global metrics. Review key reports on behalf of the department (eg Monthly customer reports, Customer Satisfaction). Communications Participate in review and approval of relevant communications developed by others, for both project and operational requirements, ensuring that quality standards (eg clarity, conciseness, accuracy) and communications standards are met. Provide input from the UKI perspective on any communications issues that may arise. Network and collaborate with relevant Workplace Solutions (AWS), Global Infrastructure Services for (ISA), CIO organisation parties to share knowledge, best practice and influences outcomes or future strategy. Co-ordination of Security Management/UKI TS: Local Accreditation Oversee all accreditations UKI TS: Local need to input into and maintain be they: ISO27001, GDN, client or company driven. Ensure there is continued entry level’ accreditation knowledge across the wider TS: Local team. Project/Venture and Acquisition (V&A) Involvement Become involved in various local and/or global service management projects as required, eg V&A work, infrastructure improvements, business continuity initiatives, infrastructure cost savings, continuous improvement initiatives, customer satisfaction initiatives and portfolio projects/centralisation opportunities where relevant. IT Service Desk (ITSD) Oversee/direct relationship with ITSD, liaising/escalation with product manager(s) as appropriate. People Management Effectively manage, lead and support direct reports to meet delivery in line with management, stakeholder and customer expectations. Ensure all HR requirements are carried out on time and in full to meet required performance management process and comply with company policies. Recruit and on-board new members to the team as required. Regularly hold one-to-one meetings with direct reports, providing timely feedback, coaching and mentoring to develop and maintain skills and capability across the team. Recognise and foster strong performance looking to develop and retain high potential individuals. Flag these people for relevant opportunities and development and factor into succession planning. Manage poor performance, giving targeted and regular feedback and guidance aimed at improving performance. Manage exit of individuals as required. Manage and prioritise workload across the team to maintain optimum project delivery.5 PROFESSIONAL QUALIFICATIONS/ACCREDITATIONS AND EXPERIENCE
ITIL Intermediate level qualification (MALC) and education to degree level is desirable, but not essential. blue chip company experience. Experience of working in an SLA driven environment. Experience of working with suppliers preferable. Experience in an IT Operations environment. In depth Customer IT Support experience (preferably in a high profile, mission critical environment). An in-depth experience, its business and the IT services provided by CIO is highly desirable.6 GENERAL
Standard work hours of 09:00 to 17:30 typically apply. However, a flexible working attitude is required when considering global teams and critical milestones within project delivery. Average working hours should typically not exceed 42.5 hours per week. Office based. A level of travel and working from other customer or client locations may be required from time to time. This is an office-based role
