What you will be doing:
1. Lead the setup of a tailored service environment, incorporating incident management and request fulfilment
2. Develop and implement SLAs to govern service delivery, meeting our standards and expectations
3. Establish and manage a helpdesk system with SLAs, ensuring prompt support for the customer
4. Create clear flow charts for ticket and incident handling processes, optimising efficiency
5. Present performance data using pie charts, aiding decision-making on service desk operations
6. Define and document incident response procedures and best practices for this environment
What you will bring:
7. Worked within a MoD environment
8. Understand key processes such as JSP 604 etc
9. Experience in managing delivery to SLAs and Key Performance Indicators
10. Proficiency in understanding service delivery models
11. Qualification in ITIL v3
12. Hold an active DV clearance
If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!
Employment Type: Full-time
Location: Hemel Hempstead - 3 days on site 2 days at home
Security Clearance Level: You must hold an active DV
Internal Recruiter: Josh
Salary: £60k
Benefits: £5,400 car allowance, 25 days annual leave with the option to buy additional days, private medical, life assurance, pension, and generous flexible benefits fund
Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working,so if you’re interested we encourage you to apply and talk to us about what might be possible.