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  • Job Type: Permanent
    Categories: IT Jobs, Management Jobs
    Location: Birmingham
    Job ID: 84824
    Company: SCC
    Role Overview

     

    Team Leadership role reporting to the Head Service Operations.

     

    The role will be responsible for the day to day operation of Major Incident, Problem, Change and Asset Management services, to both internal and external customers, within a defined customer portfolio.

     

    The role would suit a candidate with broad Service Management experience. As a minimum, the successful candidate must have proven operational experience of Major Incident and Problem Management and display a solid understanding of Change and Asset Management.

     

    Main Duties of the role:

     

    • Provide governance of Service Management process, policy and procedures ensuring that they meet customer requirements and are aligned to SCC standards
    • Provide day to day team leadership; acting as an in initial point of escalation and supporting the team with operational activities as required, including the management of Major Incidents
    • Support service acceptance activities for new business in readiness for operational go-live
    • Own and prioritise service improvement activities
    • Track delivery against service performance metrics
    • Production and distribution of weekly and monthly reporting to agreed stakeholders

    ·         Customer service focussed, establishing and maintaining good customer relationships

    • Support daily operational review(s) as required
    • Manage progress of team objectives and personal development plans
    • Provide operational cover for peer group as required
    • Form part on an out of hours on call rota

     

     

    Skills Knowledge & Experience:

    Essential Capabilities

    The following general capabilities will be required:

    • Strong team leadership and demonstrable experience
    • Ability to motivate, mentor and manage others
    • Strong ability to influence others
    • Excellent written and verbal communication skills
    • Good interpersonal skills
    • Perform activities with only minimal guidance from management
    • Good analytical skills; a structured and methodical approach
    • Highly organised, with the ability to plan for short- to medium-term objectives
    • Strong service attitude; builds lasting customer relationships, strives for efficiency and effectiveness catering for internal and external resolvers
    • Commitment to quality standards and continuous improvement
    • The ability to support a customer in the understanding of the ITIL structure and process and champion Service Management processes, aligning this with the customer’s processes & expectations
    • Broad technical understanding

    Specialist Skills and Knowledge

    The person selected for this position must be able to show that they have relevant practical experience of:

    • Proven customer support experience with a particular emphasis on the use of Major Incident, Problem Management and Change Management processes
    • Knowledge and use of Service Management software
    • An understanding of Service Level Agreements and their application
    • An ability to get things done in a matrix environment through persuasion and influence
    • Strong peering skills and ability to influence across disciplines with credibility
    • Certification in and commitment to service management best practice as defined by ITIL
    • ITIL V3 intermediate
    • SC cleared or the ability to achieve SC clearance

    Desirable Skills and Knowledge

    • Tenacity
    • Calm approach to difficult situations.
    • Ability to deliver structured detail to all levels of customer or SCC organisation.
    • Data analysis experience.