An incredibly exciting opportunity has arisen for an End User Services Team Leader to join one of the UK’s leading organisations.
Role Purpose: This role sits in the End User Services (EUS) team, within Infrastructure Services. In this role you will manage a technical team that provide Technical Design and implementation capabilities, as well as Operational third-line support for group services. This is one of two teams that deliver this capability.
Key focus areas of this role are as follows:
* Operational services, ensuring performance in-line with End User Services “Core KPIs” as well as driving improvement initiatives as-per within EUS Portfolio * Infrastructure Roadmap/ Strategy development ensuring integration with the wider Infrastructure roadmap and IT strategy * Technical design, governance and delivery of new services in-line with EUS Portfolio, engaging Service Introduction to ensure quality and supportability * Working closely with the team manager, and other team lead to ensure a consistent approach and 'One Team' behaviour In this role you will help to build group processes, converge services, define new group standards and ways of working
Key Accountabilities / Responsibilities:
* Drive team engagement: define common goals and vision based upon roadmap, ensure regular communication on timelines / progress * Engage with colleagues: on consumption of services within remit and new requirements, look for opportunities to develop new feedback forums * Evangelise/ show-case: team successes/ roadmap, new services and capabilities to both the IT and wider business community * Ensures Successful Delivery: in-line with EUS Portfolio * Drives Technical Governance: engaging wider design team and peers * Workload/ priorities in-line with EUS Portfolio process/ priorities * Recruitment of both contract and permanent resource * Encourage the team to stay on-top of new technologies and trends. * Work with team and vendors to define Work with team to gain insight and experience in changing technology landscape * Engage wider virtual Technical Design team to ensure integration/interoperability and fit for the group * Contribute to overall EUS roadmap for submission to the Infra * Roadmap owned by Infrastructure Design Manager * Manage knowledge: ensure services are documented/ maintainable * Manage service: * Technical services, through Major Incident, Incident, Request, Problem and Change-derived workloads, in-line with “Core KPIs” * Third party services such as our off-shore 2nd line service * Defining Service Improvement Plans for ongoing development of services in-place and form part of the wider EUS Portfolio * Ensure compliance: strive for evergreen services in relation to security, that * risk/ audit actions are acted upon in good time/ updated regularly Required Skills & Experience: * Experience managing a 3rd-line Infrastructure Support/ Design team within a large-scale enterprise IT environment * Technologist mindset – awareness of vendor roadmaps, group roadmaps, business challenges and an ability to translate these into a plan to develop services offered by team * Relevant recent experience managing a 3rd-line technical team including: o Budget forecasting of Personnel management and recruitment * Resource and workload planning/ prioritisation o Reporting/analysis of statistical/ trend data Feedback-driven Continuous Improvement/ Continuous Development * Recent experience working within a large organisation with a globally disparate user-base * Relevant experience working with managed service providers/ third parties Kingfisher Values & Behaviours: * Excellence (Drives Performance & Continuous Improvement, Customer Centric, Problem Solving, Judgement & Decision Making) * Humility (Ensures Best Talent) o Together (Team Working & Collaboration, Communication/Influence, Resilience & Managing Ambiguity, Engaging & Inspiring) * Curiosity (Innovation with the customer in mind) o Simplicity (Leading & Managing Change) * Team Management: Responsible for team of seven 3rd-line technical specialists
If you are interested in this opportunity, please apply directly or send your up to date CV to Michael Coe at Michael (dot) coe (at) networkerstechnology (dot) com
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