Head of End User Services - Ellesmere Port, United Kingdom - Survitec Group Limited
Description
Vacancy Title:
Head of End User Services
Vacancy Location:
Ellesmere Port, England or Dunmurry, N.Ireland or Szczecin, Poland - Hybrid
Engagement Type:
Permanent, Full Time
Your Company
Survitec are the world's largest survival technology provider.
For over 166 years, we have been protecting lives in the air, on land and at sea, through the design, manufacture, and servicing of Survival Technology.
Today, we are a global community of 3,000 professionals with presence in 96 countries partnering with our customers to provide innovative solutions that reduce risk and help keep you safe.
Your New Role
The Information Technology family defines, provides, maintains, optimises and expands the business solutions needed to support global operations, communications, data collection and management, decision making and management of customer relationships.
A Head of End User Services is required to drive the next level of maturity in IT service management and leadership.
Aligned to group technology and reporting to the Director of Technology & Operations you will lead the end user services department into effective service operation with an elevated focus on overall user experience.
You will bring key skills to support the transformation of the existing IT service offering at a global scale with a goal to delight our end-users in every way.
What You Can Expect from the Role
Key Responsibilities and accountabilities:
- Overall responsibility for the effective management of the IT Service Desk function with a goal of continuous improvement of regional teams to meet and exceed the expectations of the Business.
- Develop a culture of user centred service design with user experience at the heart of every decision.
- Achieve existing service level agreements, manage the definition of SLA's and KPI's, while establishing mechanisms that monitor and report department performance. Evidence successful performance, or to enable proactive design & implementation of improvement plans
- Ensure that policy and procedure documents are maintained, and updated as and when appropriate, to reflect the way in which IT Service Desk Team operates
- Take ownership, where necessary, of any issues that may arise, in the daytoday service operation
- Collect, analyse and report Service Desk statistics, providing commentary and insight regarding performance, and making recommendations for continuous improvement
- Work with suppliers and internal IT departments to provide Business users with clear and concise service updates
The Experience, Qualifications and Skills You Will Have
Essential Criteria
- 10+ years of experience in a similar global leadership role
- 5+ years of leading a large global IT team
- ITIL certification or experience
- Outsourced Supplier management
- Experience manging ServiceNow
- Manufacturing industry experience desirable
How to Apply
If you would like more information regarding this role before applying, please feel free to reach out to us via Linked In.
Survitec is an equal opportunities employer. Our diverse global workforce protects lives, every single day. We are committed to cultivating an inclusive culture where our people feel valued appreciated, and free to be who they are at work. Because, to provide service and excellence to our customers we must mirror their diversity. But more importantly because it is the right thing to do.
Job Types:
Full-time, Permanent
Salary:
£70,000.00-£85,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- Free parking
- Life insurance
- Onsite parking
- Private medical insurance
- Referral programme
- Work from home
Schedule:
- Monday to Friday
Supplemental pay types:
- Yearly bonus
Work Location:
Hybrid remote in ellesmere port
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