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- Establish & maintain successful relationships with key internal and external stakeholders, ensuring excellent IT performance and capturing business feedback.
- Manage regular service reviews with key stakeholders, influence at a senior level and make recommendations to drive process improvements.Â
- Challenge the status quo and enable critical decisions using industry best practice.
- To be the escalation point as the SME, providing facilitation to customers during major incidents and other high priority issues
- Review IT incidents and assist the service desk with managing and prioritising incidents and improving problem management.
- Ensure that systems, processes and methodologies are followed, to enable effective monitoring, control and support of standard service delivery ITIL framework.
- Promote and monitor service introduction & service transition quality, ensuring they are fit for purpose and fit for use within operational service.
- Work closely with the IT Leadership team and technical teams & be the champion for your customer working towards delivering a range of value-add services for the customer base.
- This role will be a Member of Out of Hours on call support rota, to provide facilitation during Business-Critical issues.
- Ability to take a leadership role in IT Incident escalations, making the right decisions during difficult situations
- Ability to embrace and drive change, engaging with stakeholders of all levels to gain buy-in.
- Very strong stakeholder management skills, including building strong relationships
- Good data analysis skills, with the ability to use data to make informed decisions
- Previous experience in a manufacturing/FMCG (or similar environment) with an understanding of relevant processes and systems would be beneficial
- ITIL exposure or qualification would be beneficial
