Global IT Support Process Governance Specialist
Posting Date: 14 Jan 2025
Function: Business Services & Operations
Unit: Digital
Location: 1 Braham Street, London, United Kingdom
Salary: Competitive with great benefits
We are seeking an experienced IT professional to take on the role of IT Support Process Governance owner. In this critical position, you will be responsible for defining, implementing, and overseeing IT support processes and governance frameworks to ensure the effective delivery of IT services and support across the organization and continuously improve these. You will also explore end user adoption, identify root causes for low adoption, and find ways to improve this adoption through a customer experience lens.
This role can be based out of London or Birmingham, following a hybrid working model of 3 days a week in the office and 2 days working remotely.
What you’ll be doing
* Manage the IT Governance and adoption across Colleague Support globally, report on this and identify ways to improve the %.
* Hold stakeholders accountable for their areas of Colleague Support and adoption rates, rank these, and help improve these rates.
* Establish and maintain governance frameworks to ensure compliance with internal policies, regulatory requirements, and industry standards globally.
* Collaborate with cross-functional teams to identify areas for process optimisation and automation to enhance the quality and speed of IT support delivery.
* Lead regular reviews and audits of IT support processes and practices to identify gaps, risks, and opportunities for enhancement globally.
* Serve as a liaison between IT support teams and other departments to ensure alignment of processes with business needs and priorities.
You'll have the following skills and experience
* Proven experience in IT service management, with a focus on process governance and adherence.
* Knowledge of ITIL (Information Technology Infrastructure Library) or other IT service management frameworks preferred.
* Excellent analytical and problem-solving skills, with the ability to identify root causes of why processes are not being adhered to.
* Effective communication and stakeholder management skills, with the ability to influence and negotiate with colleagues at all levels of the organization.
* Relevant certifications (e.g., ITIL Practitioner, Six Sigma Green Belt) are a plus.
About us
BT is part of BT Group, along with EE, Openreach, and Plusnet. Millions of people rely on us every day to help them live their lives, power their businesses, and keep their public services running. We value diversity and celebrate difference. We embed diversity and inclusion into everything that we do. It’s fundamental to our purpose: we connect for good.
This is your chance to make a real difference to the world: to be part of the digital transformation of countless lives and businesses. Grab it.
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