Description:
Each of these roles require you to demonstrate:
- Strong leadership, engagement, influencing and people management skills to develop, implement, and run exceptional support services to meet all performance targets/KPI’s and create an engaged, effective, and efficient user-focused delivery function.
- Ability to own and coordinate analysis and resolution of complex issues, enlisting support and escalating where appropriate to relevant IT service functions.
- Experience in line management responsibilities such as setting objectives, managing development of others and acting as a point of escalation.
- Experience in provision of on call support as well as manage teams which carry out service management duties e.g., 1st line Technical Support, reporting, incident management, problem management.
- Resilience and excellent communications along with influencing and interpersonal skills are essential to support effective senior stakeholder engagement and management.
The Channel Owner post holder has functional accountability and management of all USS Virtual/Remote service, ensuring value and quality is achieved for the end-to-end delivery and support of these services. The role requires regular exercise of choice and judgement sometimes in challenging, pressurised situations.
They will manage a large team circa 350 staff and is supported by 4 x Senior Executive Officer Area Managers.
They are additionally responsible for:
- Ensuring value and quality is achieved for the end-to-end delivery of IT support. In addition, you are also responsible for defining and maintaining mechanisms to deliver to agreed performance targets in a cost effective and timely manner across all relevant functions.
- Championing cross team collaboration with key stakeholders to ensure new and changed Products/Services are sufficiently and safely supported into Live service whilst meeting the expectations of customers.
- Creating a culture of Continual Improvement. Ensure processes in place to identify and explore improvement opportunities. Lead engagement with stakeholders to prioritise, agree and implement opportunities to deliver service improvements that optimise Business outcomes and align to agreed strategy.
- Promoting a culture of continuous learning and development. Understanding the varying needs of individuals in the team to ensure they are supported, and experiences are utilised in order to achieve current and future objectives. Encouraging cross team engagement and collaboration learning from each other’s experience.