Team Leader - Manchester, United Kingdom - Network Rail

Network Rail

Verified Company

Manchester, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Introduction

This role sits in Route Services, a business area that has been created to supply services to the routes in the safest, most cost-efficient and effective way, enabling them to benefit from economies of scale and optimised national resources.

Working in the IT Services Team, you will provide our customers with smart technology for the railway of today, designing fit-for-purpose and innovative solutions.

Your vital work will help to manage the day-to-day running of our vast IT estate, from safety critical systems maintenance to hardware provision, supporting thousands of employees every day.

Main Responsibilities

To support and monitor the teams under the guidance of the Service Operations Management to deliver a comprehensive and effective service operation as part of Service Operations Management.

To act as an escalation, point for the services; setting and measuring targets so that OLAs / SLAs are met to deliver an efficient and effective support service.

Confirm that all Service Operations Technical Analysts/Analysts are fully briefed and understand job requirements and responsibilities.
Review, monitor and ensure analysts are maintaining accurate logs of IT support functions and accurately and promptly. Taking ownership to contact both internal and external customers as per defined process and escalate any issues with resolution.
Motivate, coach, and develop analysts to deliver improved customer service and personal efficiency.
Work collaboratively with Service Operations Team Leaders and colleagues to balance resources when appropriate and encourage the sharing of best practice within and across teams.
Operate in accordance with the Service Operations resourcing model so that SLAs and efficiency targets can be achieved through responsive and efficient management of people.
Monitor statistics on an individual and team basis and produce reports to assist with performance and service improvements.
Assist in validating that Service Operations service meets customer requirements and help to develop service improvement solutions to meet those needs.
Verify that incidents and requests are handled within the defined Service Operations SLA and OLA's.
Maintain and update all Service Operations documentation/processes/scripts to ensure compliance.
Work with Assignment Managers to establish performance objectives and performance appraisals and establishing training/development plans to improve overall performance.

Essential

Ability to positively influence across the organisation.
Excellent communication skills with the ability to work collaboratively within the Service Operations leadership team.
Strong customer focus with personal drive to improve customer service and satisfaction.
Highly selfmotivated and energetic with a natural talent for enthusing and motivating people to achieve high performance standards.
Experienced in or able to demonstrate the ability to lead, coach and develop people in an operational environment.
Sound knowledge in Desktop Software, (MS Office, MS Outlook)
Sound Knowledge of Operating Systems and of the IT infrastructure (hardware, databases, operating systems, local area networks etc) used within own organisation

Desirable

ITIL qualified to Practitioner's or Manager's level.

Who we are looking for?

We are committed to a diverse workplace enriched with representation from diverse cultures, backgrounds, and skills. We pride ourselves on creating an environment where difference is embraced, and individuals can thrive. We recognise that the success of the team is dependent on a multicultural, multidisciplined group of individuals, aligned to deliver successful solutions._
At Network Rail, we have several employee networks to reflect our diverse population and help to raise issues to the wider workforce and support their membership and support our Everybody Matters strategy, led by our central Diversity & Inclusion team. We have Diversity & Inclusion Champions who take part and lead on many activities, to drive through more initiatives to support an inclusive environment for all its people and _promote a professional and positive working environment_. For more information on Diversity & Inclusion at Network Rail, _please follow this link_

About The Company

We're an organisation where people matter. We matter to millions.
Our role is to run a safe, reliable and efficient railway, serving customers and communities. We exist to get people and goods where they need to be and to support our country's economic prosperity. Safety is our number one priority.

We're undertaking an ambitious change.

Our vision is Putting Passengers First - becoming a company that is on the side of passengers and freight users.

As one of the UK's leading equal opportunities employers, our values and the way we behave is important to us and we have created an environment where we value and respect every individual's unique contribut