Overview
The IT Service Quality Lead oversees the delivery of exceptional IT services across the organisation, ensuring optimal performance, adherence to processes, and high levels of customer satisfaction. This role drives continuous improvement, champions service excellence, and leads quality initiatives. Working closely with cross-functional teams, the IT Service Quality Lead upholds ITIL best practices while enhancing operational efficiency.
Responsibilities
* Quality Assurance & Governance: Define and implement IT service quality frameworks and standards; Monitor service performance against SLAs, KPIs, and customer expectations; Conduct audits and assessments to ensure compliance with ITIL and ISO standards
* Process Improvement: Identify gaps in service delivery and collaborate with Service Delivery to identify root cause analysis; Drive continuous improvement initiatives across incident, problem, and change management by working closely with Service Delivery managers; Develop and maintain service quality dashboards and reporting tools
* Stakeholder Engagement: Collaborate with service owners, support teams, and vendors to resolve quality issues; Communicate service quality insights and recommendations to senior leadership
* Team Leadership & Training: Mentor service desk and support teams on quality best practices; Lead workshops and training sessions to promote a culture of service excellence; Support onboarding and development of new team members in quality-related roles
* Technology & Tools: Leverage ITSM platforms to track and improve service quality; Utilize analytics tools to identify trends and forecast service risks; Recommend and implement automation to enhance service reliability and efficiency
Technical Skills
* Ticketing Systems Expertise: Proficiency in tools like ServiceNow, Jira, or Zendesk
* Knowledge Management Tools: Familiarity with platforms for creating and maintaining knowledge bases
* ITIL Framework: Understanding of ITIL processes, including incident, problem, and change management
* Power BI: Proficient in data visualisation and reporting
* Microsoft Visio: Skilled in process mapping and diagramming
Analytical & Other Skills
* Data Analysis: Ability to analyse ticket trends and performance metrics to identify areas for improvement
* Root Cause Analysis: Skill in identifying underlying issues and implementing long-term solutions
* Communication: Ability to communicate with various teams and adapt to different styles; Clear documentation and knowledge article writing; Stakeholder communication for technical and non-technical audiences
* Leadership & Collaboration: Guide IT staff on best practices for ticket management and knowledge sharing; Work with cross-functional teams to improve service quality
* Problem-Solving: Process optimisation, adaptability to new challenges and evolving IT needs
* General Skills: Exceptional written and verbal communication; resilient under pressure; collaborative team player capable of working independently
Company & Benefits
* Essentra plc is a leading global provider of essential components and solutions, focusing on the manufacture and distribution of plastic injection moulded, vinyl dip moulded and metal items.
* Headquartered in the UK, Essentra operates in 28 countries with over 3,000 employees, 14 manufacturing facilities, 24 distribution centres and 33 sales & service centres serving around 74,000 customers.
* In industries such as equipment manufacturing, automotive, fabrication, electronics, medical and renewable energy.
* As part of our recruitment process you will be required to provide evidence of your right to work in the UK. Documentary evidence will be requested at interview.
* Benefits: Attractive salary; Up to 5% matched pension contribution; 4x annual salary life assurance; 25 days annual leave plus bank holidays; Salary Sacrifice Car Scheme; Employee discounts through Edenred; Eyecare vouchers; Cycle to work scheme; Employee Assistance Programme
* This is a hybrid role, with 3 days per week based in our Jarrow office.
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