2nd Line Performance Lead - Swindon, United Kingdom - UK Shared Business Services Ltd (UKSBS)

UK Shared Business Services Ltd (UKSBS)

Verified Company

Swindon, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

_Do you have previous managerial experience?_

_Do you have a high passion for delivering a high level of customer service?_

If you answered yes to both of these questions, this role could be perfect for you
Our Digital & Information (D&I) team are looking for someone to join them as a 2nd Line Performance Leader.

Salary £30,283 - £39,265 DOE, full time hours, working in a hybrid capacity at our Swindon Office.

Purpose:

To help lead, organise, manage & develop multiple team members.

-
Key Responsibilities:

Take ownership of all team performance activities associated with Service Requests, Incidents of Problems assigned to the team via the agreed resolver group.
Prioritise workload for the team, ensure effective monitoring procedures are in place that highlight conformance with agreed SLA's/ OLA's. Identify trends in team performance and remedy any short falls within a timely manner.
Monitor the daytoday service, e.g. recognise any significant drops in service quality, delivery and effectiveness, examine queries that might indicate a problem with the site and liaising with team members.
Provide a high degree of technical leadership across all team members, ensuring support and an escalation route is provided in accordance with agreed SLA's and OLA's.
Identify and advise on training needs for the team that support improved support experiences.

Skills / Experience:

_Essential:
_

Previous line management or Performance Lead experience (Internal).
Substantial experience as a Team Leader/Manager in a support capability across multiple technologies (External).
Experience of managing a mixed technology support environment, specific specialisation of at least 2 of the installed technologies and an ability to learn new technologies at pace i.e. Windows 10/11, Mac's, O365, Sophos, Office Microsoft Suite, Landline and Mobile Telephony.
IT literate and proficient using Microsoft Office (Outlook, Word and Excel).
Able to communicate at all levels, with good verbal and written skills, experience of influencing senior managers and stakeholders.
Good organisational skills, with the ability to manage and prioritise own workload with little or no senior support.
Knowledge and experience of continuous improvement.
A passion for delivering a high standard of customer service.
Excellent analytical skills with experience of identifying trends and developing action plans to remedy any concerns.

_Desirable:
_

Previous experience in managing a Tech Bar service.
An industry recognised IT qualification/certification relevant to the technologies deployed.
ITIL V3 qualification relation to Service Management and Support.
Experience within a TechBar environment.

General Role Expectations:

Manage multiple team members within a pillar to support strategic business plans.
Prioritise and manage own and the team's workload effectively, with support from Senior Specialist and SME.
Develop professional relationships with stakeholders and colleagues to share and utilise information, advise and influence Senior Management Team.
Work collaboratively on crossteam/pillar tasks and projects to achieve business objective
Proactively look for ways to improve processes within your team(s) and the wider business.
Responsible for improving own knowledge of specialism.
Support the overall risk management and governance of your team(s) and the wider business.
Support the coordination of strategic plans and help identify future needs within pillar.

- _The above list is not intended to be exhaustive, and you will be expected to be flexible and carry out other relevant duties (not specifically listed) as and when required to meet business needs. You will deliver your job aligned with UK SBS Values, Behaviours, Policies and Processes._

What's in it for you?

You're at the forefront of what we do, so you'll have the skills and knowledge to do your job well with access to training and development.

You will have 28 days annual leave plus bank holidays, rising to 30 days within three years, a Defined Benefit pension scheme and many other benefits which can be found here.

We embrace innovative ways of working that suit you and the business, with a mix of home and office and a flexible approach that enables our teams to decide which location best suits the type of work you are doing at the time.

With sites in Swindon, Newport and Billingham and the offer of full and part-time hours, we are confident you will find the ideal work/life balance

Why work for UK SBS?
UK SBS is a unique, rewarding and diverse place to work.

Our teams are proud to play their part, and you would be joining an organisation which is focused on enhancing our capacity and capability.

Our culture encourages working as one team, emphasising
_being curious_,
_taking action_ and
_adding value_ in all we do. We also believe a healthy work-life balance leads