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  • Job Type: Permanent
    Location: Birmingham
    Job ID: 166602
    Company: SCC

    To provide efficient and effective governance support to the Service Management Office ( SMO ) and the Customer base. Assisting the Service Management Team in pro-actively managing Service standards, documentation, processes and procedures used throughout the Service Management function.

    Working as part of a structured team, you will also provide support assisting with reporting requirements, Service Level Management attainment and some customer queries and service escalations.

    Main Duties of the Job:

    • Develop an understanding of the Service Management Function and its interaction / inter dependencies with other teams / functions.

    • To ensure a consistent approach is applied to Service Management processes and procedures, including interface / handoffs with other teams.

    • Ensure agreed Service Management standards are maintained across the function and identify gaps for remediation.

    • Track progress with any improvement to standards and processes.

    • Follow SCC best practice to ensure the highest level of service is provided to our stakeholders, both internal and external.

    • Ownership and resolution of internal and external stakeholder challenges and concerns

    • Ensure that all internal procedures are kept updated and comply with the required standards.

    • To liaise with all relevant SCC functions / depts. including but not limited to Service Design, Transition, Operation (IPC)

    • Act as the centralised Governance authority for Service Management providing guidance and corrective action plans to the Service Management Team.

    • Utilise SCC automated systems and tools to facilitate streamlined processes.

    • Preparation of standard documents and procedures

    • General administration duties required in managing the functional operation.

    • Updating of the My SCC / SharePoint system as required/directed.

    • Distribution of new procedures / processes

    • Achieving and exceeding set targets.

    Maintain Service knowledge to an acceptable level and ensure that you are aware of any new releases/ updates / service catalogues

    • Creation of customers account shares / SharePoint and maintenance of these accounts.

    • To carry out other ad hoc duties as required in the best interests of SCC and the customer.

    Skills, Knowledge and Experience:

    • Experience of working in an administrative / service role
    • Good spoken and written communication skills
    • Good organisational and time management skills
    • Good ‘people skills’, for working with a range of colleagues and Customers.
    • A professional manner
    • Ability to work to targets