IT Service Relationship-Experience Lead

Description

IT Service Relationship-Experience Lead

The purpose of the Service Experience Manager (IT) is to lead on IT Service Relationship Reviews with all internal organisational departments. The role will track, measure and report on internal Customers experience using IT Services end-to-end, to drive continual service improvement and value of IT Services

The role will encompass the following areas of responsibility, but this is not finite:

Chair, minute action Service Relationship meetings (approx. 23 pcm)Colleague Experience SurveysCreate Reporting DashboardsManage complaintsMaintain Continual Improvement PlansXLA - Experience Level AgreementJob Summary

This is role which will be focussed on leading Service Relationship Meetings with internal department Heads and Managers, to maintain relationships with IT for continual service improvement.This role requires IT technical understanding, so someone who has worked within an IT Dept. However, the role is a customer focused role to provide a point of escalation, drive service improvement and track actions from the service relationship meetings.

This role requires a knowledge of building reports and dashboards to demonstrate value for IT and our Customers eg Designing and creating customer feedback surveys on IT Services and continually following up output.

This is an administrative role which requires excellent administrative, organisational and analytical skills, due to the feedback surveys required

You will

Chair regular internal Service Reviews with departments, as forum to capture Service Experience and Value of IT, document and track minutes and actionsCreate and maintain Colleague Experience Surveys and use output for continual service improvement (CSI)Define and create Experience Level Agreements (XLAs), communicate and then publish these (with the assistance of the Head of IT Services)Produce Monthly Dashboards & Reports (ITSM tool, Power BI)Develop, implement and maintain process to manage / track complaintsCommunicate clearly both orally and in writing and present to our Colleagues in a non-technical wayThink innovativelyBe individually motivated to drive and promote the Colleague Experience function in and out of ITAnalyse both quantitative and qualitative data using appropriate tools, to provide clear insights for driving improvement for Colleague Experience across ITMaintain 'Service' culture throughout IT DepartmentMaintain communication / between Colleagues and IT individual unitsSpend day-in-the-life-of with our various colleagues/organisation units, incl IT

You have

Advanced administrative skills using Microsoft suite ie Word, Excel, Powerpoint, Analytics Good analytical knowledge and experience of designing and producing IT reports, dashboards and management information with Power BI or alternate analytic toolsExtensive experience working within IT Dept / Customer outcome focused role Good communication, influencing and negotiation skills to drive Colleague Experience, cultural, procedural and functional change across the organisationSelf-motivated, target-driven, success focussedExcellent time management / deadline focusedStrong oral and written communication skillsTactful and approachable at all times. Open, honest and strong personalityTeam player, collaborative and able to work as part of a team drawing on the expertise of colleagues to ensure that the requirements of the organisation as a whole are metITIL v4 Foundation minimum certification

Ad ID: 5417315184