Service Experience Manager
We have a blended 'work to your diary' approach where we flex when, where, and how we work, with attendance at our hubs when required.
Context
Strategic thinker with a passion for customer experience, value creation, and business outcomes. Ensuring that the IT services provided across the Ampa group meet the needs of the business functions and team members.
Role Purpose
To develop a deep understanding of the experience needs and wants of all consumers of IT services provided by Ampa Group Services, enabling the CIO teams to design and produce technical & service models that allow colleagues to carry out their roles effectively and meet business objectives.
This role involves creating detailed user stories, translating them into clear roadmaps, and working closely with CIO teams to maintain current knowledge of products, services, project progress, and future plans. The role also advocates for IT service management standards such as ITIL and experience management frameworks, supporting colleagues in adhering to these processes.
Key Responsibilities
1. Support the Technology Operations team in delivering a consistent IT experience that adds value to the business.
2. Build close relationships with business functions and the Business Relationship team to understand service needs and usage.
3. Participate in the Experience Management Office, supporting the creation and operation of an Experience Level Agreement (XLA) Framework.
4. Own ITSM / ITIL functions as needed, including Service Strategy, Design, Transition, Problem Management, and Major Incident Management.
5. Collaborate with CIO teams to understand their activities and ensure experiences align with objectives.
6. Contribute to the maturity of the service operations model, ensuring high standards of colleague experience and satisfaction.
7. Ensure colleagues have access to necessary IT services, reducing shadow IT and fostering trust.
8. Promote best practices and a customer-first mindset, supporting a culture of customer-centricity.
9. Monitor KPIs, user experience, and digital performance to identify improvement opportunities.
10. Maintain continuous service improvement registers, capturing needs, decisions, and actions.
11. Work within SLA and ITSM environments, with knowledge of XLA or ITXM models.
12. Possess ITIL v4 certification with operational experience, preferably with advanced qualifications.
13. Bring experience in IT Customer/Service Operations management, with strong communication skills across hierarchical levels and in high-pressure situations.
14. Analyze and interpret performance data related to user sentiment, ITSM metrics, and digital performance.
Benefits & Additional Information
We embrace agile working, offering flexible options across our UK hubs, including Birmingham, Bristol, Edinburgh, and others. Employment is subject to checks, and high application volumes may lead to early closing of vacancies.
Ampa Group is an equal opportunities employer, valuing diversity and fostering an inclusive environment where everyone is respected and valued.
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