Job Description
Purpose of the role
* Identifies the reasons for the problems to find solutions or root cause, with strong coordination across the Cargo IT team and Managed Service Providers
* Deliver Cargo IT Problem Management to provide a valued and proactive service.
* Drive service improvements based on data and industry best practice.
* Provide understanding and knowledge of service value of 24x7 operations.
Accountabilities
Working in partnership with IAG Cargo IT and the business to:
* Support a robust and valued Problem Process, driven by data to provide accurate service performance.
* Use data driven analysis of the Problem Process with clear insights to deliver service tactical and strategic improvements.
* Maintain an awareness of IT industry best practice and trends, identifying opportunities for innovation and business change.
* Ensure that services and key processes meet SLA, and quality standards and conform to compliance requirements.
* Support a root cause and problem analysis culture across the IAG Cargo IT organisation and supply chain, to reduce incidents.
* Deliver value working within a SIAM model to improve IT performance and efficiency.
* Deliver on a number of projects, the breadth and complexity of which will vary depending on experience.
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
* IAG Tech Service Orchestration & Infrastructure teams
* IAG Cargo stakeholders
Qualifications
Qualifications
* Educated to degree level or equivalent experience
Desired qualification
* ITIL Foundation
Skills
* Good understanding of service value and 24x7 operations.
* Embracing and managing both business and IT change as necessary to help shape future direction
* Forming strong stakeholder relationships, with a proven ability of influencing and persuading internally and externally
* Effective senior stakeholder management, balancing and finding compromises between opposing views and opinions
* Business partnering, working as a valued partner with senior stakeholders across a diverse operation, delivering a value-added service to business customers.
* Demonstrates and applies a good understanding of third-party supplier management principles.
* Clear decision-making ability with the ability to judge situations and assess when to escalate issues
* Ability to work under pressure
* Fluent written and spoken English.
Experience
* Proven track record of delivering Problem Management and driving a proactive and successful problem regime and process, in a complex global organisation.
* Proven understanding of service value and 24x7 operations and experience of working with Managed Service Providers and with Outsourced IT models.
* Experience of operating across multiple countries and cultures is desirable, but not essential.