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Service Maintenance Lead

Job Title: Service Maintenance Lead
Contract Type: Permanent
Location: Maidenhead, Berkshire
Industry:
Salary: Competitive salary + Benefits + Bonus
Start Date: Q1 - 2017
Reference: BBBH5795
Contact Name: Jack Grimes
Contact Email: jgrimes@venquis.com
Job Published: December 23, 2016 12:04

Job Description


Service Maintenance Lead


This is an IT transformation journey to simplify, standardise and centralize the technology landscape. The objective is to create the foundation from which it can drive the digitization agenda of the newly formed cluster of Transport & Logistics brands. The first step in the IT Strategy is to put in place a core IT team that can deliver standard IT services.

A vacancy exists for a Service Maintenance Lead

Purpose:
Responsible for maintaining the operational environment and IT systems, managing resources to minimise IT service disruption to the business and managing the support of the implementation of changes into the operational environment. Plans and manages service capacity. Ensures that maintenance activity is proactively planned and scheduled.


PRINCIPAL ACCOUNTABILITIES:
  • Defining agreeing and implementing the end-to-end design of the IT Service Operations Processes
  • Ensuring integration between Service Management Processes across the service desk, local IT resources, resolver groups and suppliers
  • Defining, measuring and reporting on service maintenance activities for IT Service Operations
  • Proactively planning and scheduling IT maintenance activities
  • Working collaboratively with the company's Architecture and the Infrastructure Service Provider to ensure alignment and compliance with related standards and policies
  • Champion, articulate and communicate the service management processes to stakeholders including terminals and suppliers to ensure that they receive the appropriate urgency and attention
  • Ensuring training is scheduled, attended and understood by relevant staff to support the required levels of Service Management IT process maturity and performance of Service Operations
  • Periodically assess the internal benchmark of IT process maturity across relevant stakeholders
  • Support the identification of continuous improvement activities for IT Service Operations
  • Promoting the use of IT industry good practice to ensure the processes align and evolve with industry relevant to models including ITIL™, ISO27001, IT4IT™
  • Maintaining the company's specific Service Catalogue descriptions, ensuring that these accurately represent the company's IT services and meet terminal business needs
  • Ensure where practical that standard the Infrastructure Service Provider service catalogue definitions are fit for the company and used in preference to creating new catalogue items.
  • Actively supporting projects across the company's IT towers to assess the impact of proposed projects and changes on IT services and processes
  • Measuring, reporting and taking corrective action on Service Desk performance against agreed service levels




SKILLS/EXPERIENCE & QUALIFICATION
  • Bachelor degree in Computer Science or related experience/certifications.
  • Experience in IT Service Management and Operations
  • Advanced knowledge of service management
  • Advanced knowledge of service integration
  • Advanced knowledge of service infrastructure and application maintenance
  • ITIL certified
  • Advanced knowledge of Information Services functions
  • Experience in Business & IT Transition & Transformation Service introduction
  • knowledge of service operations
  • Medium knowledge of people and organisational change
  • Medium knowledge of Shared Services - advantageous
  • In this role, you will be the person who cooperates with great number of stakeholders
  • Additionally, we expect you have strong independent drive and goal-orientation, a high level of self-confidence combined with the ability to meet deadlines through prioritizing and organizing activities.
  • Experience in project management (plan, risk, issues, change, budget, resources,)
  • Experience in managing complex stakeholder's maps
  • Excellent analytical and problem solving skills
  • Exposure to project lifecycle
  • Good prioritization skills
  • Strong communication and advisory skills
  • Strong interpersonal skills/personal impact
  • Solves challenges based on accurate identification of underlying factors/causes and is aware of the impact of proposed solutions outside their own immediate area
  • Works well under pressure and can navigate uncertainty

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