A national security clearance is required for this role but candidates not holding this level of clearance will be considered.
This is for our client who is a leading defence and aerospace company. This will be a long-term contract based in Stevenage, 2/3 days a week onsite.
Overview of role:
The Information Management (IM) function is a diverse and fast-paced environment which is both challenging and rewarding. The Service Delivery team consists of a diverse group of people specializing in all the service management and technical management practices of ITIL V4 (or the 4 functions of ITIL V3). We pride ourselves on being a high-performing team with great colleagues.
Responsibilities:
* The delivery of defined Customer / Workplace services in accordance with Service descriptions, performance indicators (including Key ones) that support an effective working environment for employees.
* Ensure that issues are effectively managed. Be visible and approachable at all times.
* Ensure effective delivery of IT workplace services by managing suppliers, including progress chasing incidents, requests, responding to management information, and escalating issues to Line Management when required.
* Provide an interface for receipt of feedback on service issues, review with Line Management, and respond to users to maintain customer confidence.
* Manage the IT Customer Services and Infrastructure to deliver IT services against their SLAs, take corrective action when required, and report issues to Line Management.
* Manage Customer Service Reviews with customers and suppliers, ensuring successful delivery of services and value-add activities.
* Identify areas for service improvement and develop service improvement plans with the wider Service Delivery Team.
* Assist Customer Service and Infrastructure Front and Back Office Management with contract renewal and negotiations.
* Through effective communication with the user population, identify recommended improvements for the IM Service Customer Services Delivery services and participate in the assessment of proposals as part of continuous improvement activities.
* Provide administrative support to IT Customer Services Service Delivery including eRequisitions, e-catalogue, mobile telephony billing enquiries, request for quotations, mailbox management, intranet updates, and specific reporting on mobility.
* Maintain a close interface with the CS&I Programmes and Solutions & I.S. CS&I teams to assist with projects and respond to escalations or support needed.
* Support Incident Management processes by issuing regular bulletins/updates and assisting with the administration of alerts via Athoc and red team management.
* Review all services to ensure ITIL standards and processes are managed and enforced.
* Assist with support needed for all sites, including satellite sites, to cover absence and specific activities that may better suit skillsets.
* Contribute to the IM Change and Problem Management process to avoid business interruptions and ensure a group IM approach.
* Work effectively with the Facilities Management team for site moves and redevelopments in Bristol, ensuring no loss of service to the user base.
Skillset/Experience Required:
* High-level customer care skills with responsibility for the majority of business-critical users.
* Contract and supplier performance management skills, working in partnership relationships.
* Broad understanding of IT technologies across a range of IT services.
* Broad understanding of Commercial, Customer Support, Manufacturing, Technical and Engineering, HR activities at Bristol and the relevance/criticality of IT support.
* Good understanding of RFI/RFP activities and contract negotiations.
Carbon60, Lorien & SRG - The Impellam Group STEM Portfolio are acting as an Employment Business in relation to this vacancy.
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