Recruiter

JOBG8

Salary

From £65,000 to £65,000 per year + 65000.00

Location

London

Job term

Permanent

Job hours

Full time

Overview of role: To provide a single point of accountability for all contracted ITS BAU services to an internal Portfolio or an external Client where ITS deliver direct. Key deliverables are: *Act as an escalation point for Portfolio, Client or LoS for issues associated to the BAU service. This assumes the day to day engagement has been followed. *Maintain a standard set of documentation in line with agreed Governance framework *Provide regular IT Services performance reporting *Perform regular customer satisfaction surveys with agreed Portfolio or Client interface *Management of service improvements *Mitigation of service risk and issues in line with agreed processes *Promotion of ITS capabilities *Contribute to the ongoing management of the ITS Account Plan, Master Services Agreement and Service Description documents Responsibilities of role: *Maintain a good working knowledge of the Portfolio or Client operational business ensuring the ITS Account Plan for BAU service remains aligned. *Have a understanding of the ITS & Portfolio/Client Framework ensuring the associated Service Level Agreements (SLA), Service Descriptions and underpinning Operating Level Agreements with the ITS Lines of Service are in line with the service delivered *Accountable for the successful delivery of the contracted service levels and KPI targets documented in the Master Services Agreement. *Working with the Portfolio/Client, perform regular reviews of service incidents in an attempt to reduce or minimise service impact through proactive Problem Records. *Awareness of all production changes impacting the contracted BAU services ensuring Portfolio/Client impact is understood within IT Services and the Portfolio/Client are aware of planned change. *Understand, manage and mitigate the impact of service failure through proactive management of continuous service improvements. *Accountable for the production of the monthly service report. Coverage to include all agreed Service & Key Performance Indicators plus any additional Portfolio/Client agreed items. *Accountable for the chairing of service review meetings with the Portfolio/Client. The structure of the meeting will follow either the ITS standard agenda or an agreed Portfolio/Client agenda. Output will be timely production and acceptance of minutes. *Provide service management input to the virtual account team and ensure opportunities are identified and managed in accordance with agreed processes. *Understanding the cost of the service delivered to the Portfolio/Client and where possible look to reduce cost without threatening the service. *Ensure ITS Service Management standards are applied without exception. Manage the acceptance on-going through the use of ITIL based Service Management processes, and 'industry best practice (ITS Standard Tool-Set) *At Project Delivery stage (post Green Hat), agree the 'service' deliverables of a project at PID stage and re-engage to accept into BAU once all Lines of Service have accepted OA from the Project Manager. *Ensure ITS (Engagement Team/LoS) and Portfolio/Client required skills are engaged and fully understand the scope and success criteria associated to annual DR Testing. Essential Skills: * Qualified to a minimum of ITIL Foundation. (Ideally V3) * Broad IT background. * Excellent relationship skills - ability to interact with Customers and Technical teams. * Ability to understand and interpret business needs and requirements, make difficult decisions and understand potential risks and repercussions of implementing changes. * Excellent communication skills. * Excellent leadership qualities. * Self motivated. * Conflict management skills. * Ability to gather and analyse data methodically. * Ability to identify practical solutions. Desired Skills: * ITIL Manager Certification. * PRINCE2 Foundation. * ISO20000. Capita Resourcing welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation. Capita Resourcing is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us.