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Weybridge

    I&T Service Management Lead - Weybridge, United Kingdom - Brambles

    Brambles
    Brambles Weybridge, United Kingdom

    1 week ago

    Default job background
    Temps plein
    Description

    Description

    Position Purpose

    The Service Management Lead will ramp-up the newly created IT Service Management function and will have the accountability for the day-to-day execution of Service Management across the IT technology landscape as well as to support projects to setup infrastructure and service support.

    The ramp-up accountability consists in defining team roles & responsibilities, reviewing, improving and implementing existing and new ITSM processes, defining and implementing relevant RACIs, set-up the team with existing capabilities and where necessary recruiting internally or externally for the remaining roles.

    This run accountability involves the leadership and direction of the ITIL Service Management disciplines and lifecycle, taking accountability for the incident, problem, change and release management procedures including configuration management and ownership of the strategic ITSM processes and the service management culture.

    This role takes ownership for the timely recovery of all service-affecting technology incidents and is therefore a key operational role in the technology organisation. As such, requires the ability to operate effectively under pressure and to demanding deadlines.

    Major / Key Accountabilities

  • Provide strong leadership and direction by setting clear objectives and priorities across IT Service Management (ITSM) impacted functions and to support a culture of service excellence.
  • Support the implementation of the strategic ITSM function ensuring full adoption to realise maximum benefit.
  • To advise, provide guidance and direction of SLA's to support the operational objectives of existing and new service delivery.
  • Own Process Improvement protocols post-major incidents and ensure process uplift where appropriate.
  • Set up and manage triage teams for incidents which run across areas of responsibility and run to satisfactory conclusion and closure.
  • Implement agree strategic quality assurance standards into the operational ITSM environment and ensure that appropriate metrics and trend reports are in place.
  • Ensure service supportability by support projects in designing service support and project managing the ramping up required infrastructure and support processes.
  • Lead the promotion of a strong customer-first culture that extends across all service delivery teams, including service performance metrics and support and drive CSI.
  • Work collaboratively across platform teams and the various platform and product owners to identify the best areas for continuous improvement.
  • Recruit, develop, motivate, develop and retain a competent and professional team in line with the Company's HR procedures.
  • Meet the governance, policy and process requirements e.g., Business and financial planning, procurement, internal audit, people and policies.
  • Ensure that there is an effective organisational structure in place which enables delivery of Directorate objectives and champions the strategic importance of people, talent management and development issues, building a strong culture of continuous learning and knowledge sharing between specialists and generalists.
  • Develop and execute and effective risk framework for the area of responsibility.
  • Run regular operational reviews in liaison with IT Operations Governance and wider stakeholders as required.
  • The role will have a team of process owners to manage and direct.
  • This role is part of the live services management team and will support the entire BAU teams ensuring adherence and buy in to process changes and enhancements.
  • Handover the permanent holder of the role after initial setup.

    • Qualifications

  • Bachelor's degree in Computer Science, Information Systems, Business or related field, Masters preferred or equivalent combination of education/experience.
  • ITIL Qualification.
  • SIAM knowledge.

    • Experience

  • Significant previous experience in within an IT focussed role.
  • 5+ years' experience managing or influencing technical staff and projects.
  • Proven success in improving the customer experience.
  • Experience working within a matrix structure.

    • Skills and Knowledge

    Stakeholder Relationship Management

  • Collects and uses feedback from customers and stakeholders to help measure effectiveness of stakeholder management.
  • Implements a communications strategy, including -but not limited to- handling of complaints; problems and issues; managing resolutions; corrective actions and lessons learned; collection and dissemination of relevant information appropriately.

    • Project Management

  • Takes full responsibility for the definition and entire management from start to finish including -but not limited to- costs, schedule, resources, risks, quality, testing, documentation and change management until production with satisfactory completion of medium-scale projects (typically lasting 6-12 months, with direct business impact, teams of 3-5 and firm deadlines).
  • Provides effective leadership to the project team and takes appropriate action where team performance deviates from agreed tolerances.

    • Third Party Supplier Relationship Management

  • Develops and manages contracts with suppliers to meet key performance indicators and agreed targets, taking account of information security of third parties.
  • Carries out benchmarking and makes use of supplier performance data to ensure that supplier performance is properly monitored and regularly reviewed.
  • Is responsible for the management and implementation of supplier service improvement actions and programmes.

    • Technical and Business Knowledge

  • Multi-domain technical expertise (in at least 4 areas) including: data center, hosting platforms, messaging/collaboration, client services, voice & data networks, application technology services, and IT service management.
  • ITIL v.3 foundations certification; working knowledge of IT Service Management.

    • Essential Languages

  • English

    • Preferred Education

    Bachelors

    Preferred Level of Work Experience

    5 - 7 yearsHybrid Remote

    We are an Equal Opportunity Employer and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

    Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at

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