Job Description
Purpose of the role
* Delivery and ownership of the key ITIL operational processes (Incident, Problem, Change and Request)
* Service restoration for all incidents and degradations in service, focus on compliance with SLAs.
* Problem resolution and Root Cause, strong focus on continual improvement internally and with MSPs
* Drive successful change management across the Cargo organisation
Accountabilities
Working in partnership with IAG Cargo IT and the business teams to:
* Ensure the service delivery remains aligned to business needs through engaging with key stakeholders to understand and shape business requirements for the short and long term
* Ensure that services and key processes meet SLA, and quality standards and conform to compliance requirements
* Take a strategic angle to ensure that the approach to delivering services takes the best advantage of market capability, driving efficiency and continual service improvement
* Track and report on all services being delivered and align with the Service Management team to assess supplier performance
* Take the lead in ensuring all services have the robust support model to be able to provide the business requirement
* Deputise for Head of Service Operations where appropriate
This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities
Key Stakeholders
External:
* Third-party strategic partners and key solution suppliers
Internal:
* IAG Cargo IT Senior Leadership Team (SLT)
* Senior managers/customers from across the Cargo business areas
* IAG Cargo IT colleagues
Qualifications
Qualifications
* Educated to degree level or equivalent experience
Desired qualifications
* ITIL qualification
Skills
* Deep understanding of service value for customers and driving continuous service improvements.
* Initiates and manages change to help shape the future direction of IAG Tech and organisation.
* Demonstrates clear leadership and an ability to influence and persuade across the organisation at senior levels, leading by example and aligning stakeholder groups around a common vision.
* Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the organisation.
* Demonstrates and applies a deep understanding of third-party supplier management principles.
* Excellent communication skills with a capacity to present, discuss and disseminate important messages to an executive audience
* Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues
* Fluent written and spoken English
Experience
* Experience of leading a global 24x7 service offering
* Strong experience of delivering critical IT services in an operational environment
* Business partnering, working as a valued partner with internal and external stakeholders across a diverse stakeholder base, delivering a value-added service to customers
* Proven track record of successful stakeholder management at a senior level, with a proven ability of influencing and persuading across the organisation
* Proven experience of dealing with diverse supplier framework
* Good application of supplier management skills, building effective relationships through a business partnering approach, ensuring service levels are maintained for business customers
* Experience of operating across multiple countries and cultures is desirable, but not essential