This role is to join a newly created team and oversees a number of key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs
Background
The connected car space is one of the fastest growing sectors in the Internet of Things. A new generation of vehicles are coming off the production line that are more like computers and are by default connected. Car manufacturers are looking to extend what have been traditional infotainment systems, Insurers are looking to provide better understanding of risk, Users are demanding more feedback and everyone has increasingly amounts of data available that they need support to understand what to do with it.
This role is to join a newly created team and oversees a number of key functions within the IT department that enable the delivery of a high-quality service to end users, and to ensure Service Support and Service Delivery processes are in place to meet business needs. This position is a stakeholder facing role and requires that you establish and manage expectations within the business and drive the IT team to achieve those expectations to a high standard.
Key Responsibilities
- Maintain high performing service support functions including IT Service Desk, Desktop Support and Networks Operations Centre
- Owner of the Incident, Request, Change and Escalation processes, ensuring high levels of performance in these processes, accurate reporting and establishing service improvement activities when required
- As owner of the escalation process the Service Delivery Manager will take ownership of major incidents to ensuring coordination of resolving parties, effective communication to stakeholders and post incident review
- Champion Service and Support in projects and developing a strong understanding of projects impacting your service area and ensuring service impact is minimised and agreed
- Make recommendations for Service Improvement Plans and ensure actions are followed through to completion in a timely manner
- Work with internal and third-party teams to ensure actions are taken and completed to protect and improve services
- Provide regular and accurate management reporting on IT Service performance
- Be an ambassador for IT, working across the business to provide effective communication on IT matters and build relationships with other teams to ensure effective dialogue between departments
Required skills & experience
- A passion for Service Improvement
- Experienced Service Management professional
- ITIL Qualified with expert knowledge of ITIL disciplines
- Excellent customer facing skills and experience of dealing as the main point of contact for external customers
- Experience of managing 3rd parties and 3rd party delivered services
- Excellent leadership and people management skills
- Excellent written and verbal communication skills
- Willingness to support and mentor junior staff
- Able to work under pressure and meet deadlines
- Able to manage sensitive and sometimes confidential information
Desired
- Knowledge of project management methodologies and techniques
- Commercial experience working in Insurance, Digital sector
- Experience of working in a service management role in an AWS environment
