What is the purpose of the role?
The purpose of this role is to lead teams within an IT customer service focused environment in accordance with the scheduled resource plans and processes; analysing operational performance, trends and insights to improve resolution of IT incidents and improved customer satisfaction, responding to day to day requirements.
What makes this role unique?
As part of our exciting plans, the IT operations team structure is growing to strengthen and increase our in-house capability and capacity. The areas of expertise we're looking for, are focused on the end to end service management of our IT services (using the ITIL V3 frame work). This is a chance for you to work in our innovative creative office space where you will be able to visually demonstrate your skills, ideas and insights openly. This is a challenging role which requires you to help deliver the best next generation services to all our customers.
What will this role involve?
You will set individual targets that meet the overall operational goals and maximise performance.
You will ensure that people are deployed effectively.
You will provide governance of the skills framework through ensuring fair assessments and the addressing of gaps and needs.
You will support, motivate and coach Team Leaders / Trainers to perform to their full potential.
You provide constructive feedback based on operational insight and experience You will engender empowerment, efficiency, engagement and excellence.
You will act as an accessible and responsive escalation point for IT customer issues resolution, adopting fair and consistent application of policy and guidelines.
You will monitor process performance and take on opportunities for improvement supporting the Continuous Service Improvement Process.
You will provide constant monitoring and management of quality standards and consistency, utilising all available data sources to provide balanced and effective reporting and informed actions.
You will be part of the Change process.
You will manage the handover process from Service Transition to ensure adequate knowledge and training is given to the service desk as new or enhanced IT services are introduced.
You will manage the continuous review of Knowledge Scripts with the 3rd party providers to improve the effective incident resolution time.
You will support the incident Managers in the effective incident work flow management of 3rd party suppliers and participate in supplier Service Level Reviews.
What are we looking for?
The successful candidate must have worked in an IT Service Desk environment and have experience of managing a team of up to 12 and Project Management is desirable. You will possess an ITIL v3 Foundation Certification and have working Experience of Service Now or other ITSM tool. You will have excellent problem solving skills within a complex, high volume business and have a track record of improving performance in people and process. You will be customer service focused, dynamic, and creative, demonstrating adaptability, flexibility and patience to deliver challenging goals and to set and manage targets.
Thames Water information and salary details
This permanent position will be based in our head office in Reading town centre working 36 hours a week covering a 24/7 rotating shift pattern. We are offering a salary between £40,800 to £53,000. Our competitive salary package includes an excellent contributory pension and holiday scheme and a wider benefits scheme which includes an annual pay review, season ticket loans and loyalty awards for continuous service plus discounts at a wide range of retailers via Benefits on Taps. We also offer 2 paid volunteering days per year.
About Thames Water
Thames Water is the largest water and waste-water services company in the UK. We provide the essential service at the heart of daily life, health and enjoyment to 15 million customers across London and the Thames Valley and we are going through a period of exciting change. On a typical day we supply 2.6 billion litres of top quality drinking water and our 350 sewage treatment works treat more than 4.2bn litres of waste-water. Our 85,000 miles of water mains and sewers would wrap around the world three-and-a-half times.
Thames Water is an equal opportunity, Disability Confident, and Stonewall diversity champion employer.
Closing Date: The closing date for applications is 01/05/2019.