Team Leader - Harmondsworth, Greater London, United Kingdom - myGwork

Description

This inclusive employer is a member of myGwork – the largest global platform for the LGBTQ+ business community.
About IAG Tech
IAG Tech is a community of IT and digital professionals from across the International Airlines Group (IAG).

We drive the technology behind some of the biggest and most successful brands in global aviation, including British Airways, Aer Lingus, and Iberia.

Brought together in 2019, we are a unique community with a shared vision to deliver Technology Excellence and be recognised as industry leaders in the use of technology.

Our mission is to delight customers, enable employees, accelerate business performance, protect our business and increase shareholder value, through the innovative and agile use of technology and data.

We use product-centric delivery teams using agile methods to implement new capabilities at pace and maximise business outcomes.

With a relentless focus on improving system performance and stability, we continually strive to find new and better ways to innovate and support the Group.

At IAG Tech we share common values to help us create the right culture to underpin our thriving community:
Innovation | we value identifying new ways of using technology to solve business challenges
Own the Innovation & Automation of Digital Workflows and Service Catalogue design within the NOW platform.
Identify opportunities to reduce cost to serve through the automation of digital workflows
Identify and design new touch points leveraging NOW capabilities to evolve self service, in-person and digital experiences
Identify and own appropriate organizational change management activity to embed new ways of working
Act as the "go to" SME for IAG Tech for innovation and automation of digital workflows leveraging the NOW Platform
Own and manage all NOW functionalities enabling self-service, in person and digital experiences e.g. Virtual Agent, Employee Centre Portal, Walk Up Experience, Service Catalog and NOW Mobile App
Identify opportunities to transform experiences for employees and customers with end-to-end automated digital workflows
Work in partnership with other IAG Tech functions and key strategic partnerships to identify and agree digital workflow opportunities to reduce cost to serve and improve customer experience of services
Design new touchpoints to evolve in-person and digital experiences
Create seamlessly integrated service experiences with other enterprise digital platforms
Ensure Service Owners are held to account for completeness and relevancy of the Service Catalogs for their Service Offerings
Engage with projects to ensure service catalog design provides the required service offering to meet customer needs within project timeframes
Evangelise and act as a coach to improve understanding and value of Service Catalogs and self-service channels leveraging the NOW Platform within IAG and how to use; Service Now Application Development Fundamentals
Scripting in Service Now Fundamentals
User Experience (UX) for Service Now
ITIL V4 Foundation
Extensive track record of delivering Innovation & Automation through the NOW Platform for employees & customers
Proven track record of successful stakeholder management at a senior level, with a proven ability of influencing and persuading across the organisation
Excellent communication skills with a capacity to present, discuss and disseminate experience channels within the NOW Platform in a business language to multiple audiences
Can initiate and manage change to help shape the future direction
Employee Centre Portal, Virtual Agent, Walk Up Experience, Mobile App
Expert level capability of automation of digital workflows within the NOW Platform
Knowledge of implementing Predictive Intelligence within the NOW Platform highly desirable

Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the organisation.

Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues.
Demonstrates a passion for and commitment to continuous personal professional development.
We aim to provide all our people with a work/life balance, as well as the many benefits offered by a global organisation, including health insurance, pension, and performance bonuses
Diversity and Inclusion

We recognise that we can only deliver the required business outcomes if we have a thriving community of technology professionals.

We focus on making Tech a great place to work, with a community that we feel proud to belong to.

To help make this a reality, our people strategy focuses on six key domains:
Engagement, Talent Management, Reward and Recognition, Performance Management, Learning and Development and Culture.

We understand the importance of Diversity and Inclusion in the workplace to deliver this strategy – everyone should feel part of our team.

We want to foster an inclusive workplace, celebrate individuality and embrace differences so that everyone in IAG Tech can achieve their goals and ambitions, regardless of their personal circumstances or background.

As a Group, IAG has an ambition that 40% of senior management roles are held by women by 2025. IAG Tech fully supports that ambition, and we are working to help make it a reality. With this in mind, we have set ourselves the challenging target of recruiting 50% female colleagues by 2030.