As part of an ongoing IT transformation exercise, Stark requires a Service Support Manager, who will provide service management direction to business-critical support teams, improving existing service levels to ensure that operational standards and targets are met.
This key individual will work closely with Infrastructure, security, development, and Solution Architecture teams in order to help provide a high-quality support service across key business-critical applications. The key applications in-scope are part of our portfolio of Enterprise finance, asset, CRM, data, and metering systems. These systems have the following characteristics:
* Business / Customer Critical
* Highly available, 24x7x365 use
* Hold confidential data, records, and documents
Responsibilities & Accountabilities:
* Provide Monthly Status Report (MSR) detailing the status of outstanding service requests, together with service level measures and call analysis reports, risks & issues.
* Schedule and participate in monthly service reviews.
* Manage the activities of the support team (and coordinate resolver groups):
o IT Level 1 Service Desk
o IT Level 2 & 3 Support
o IT Infrastructure & Security Teams
o Data & Analytics
o Development / Application Software Support
o Service Desk and Service Managers
o Business Support
o External Vendors & Supply Chain
* Prioritise the work in accordance with the service requirements specified in the required Service Levels.
* Monitor service measure KPIs as defined in the required Service Levels. Utilise pro-active monitoring techniques to maintain customer service levels.
* Implement formal problem management and change control systems.
* Monitor the work to ensure defined service management procedures are followed.
* Escalate significant problems with the Service to appropriate escalation points as defined.
* Review any change to the Service Management Plan, Service Management Procedures, and Service Level Targets. Changes will be subject to documentation management and will be agreed in writing by all parties.
* Prior to undertaking any work on discretionary enhancements, agree in writing a specification and project plan for the work.
* Manage and plan for changes in service as required with relevant stakeholders.
* Facilitate ongoing user and systems audits.
* Assist in planning and managing customer satisfaction surveys as required.
* In conjunction with the Service Desk, manage the communications with stakeholders and users on service complaints, performance, issues, and resolutions.
* Manage change request procedures.
* Develop strong internal and external Client relationships and points of contact, attending customer meetings as required.
* Analyse and manage service quality improvement plans as identified.
* Participate in regular training/learning activities to maintain and develop skills and knowledge.
* Adhere to all Stark policies, procedures, and working practices.
* Ensure the health and safety of yourself and others who may be affected by what you do; use work equipment provided safely and co-operate with managers to provide safe systems of work.
* Any other reasonable duties as required.
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