Job Description
Role Overview
This role is aligned with the responsibilities of a, following the DDaT (Digital, Data, and Technology) framework with additional activities to ensure the seamless delivery of our operational services to customers. The successful candidate will oversee the day-to-day management of our software services, Cloud infrastructure (AWS and Azure), and applications, ensuring high levels of customer satisfaction and operational efficiency.
Key Responsibilities
Service Delivery Management
1. Accountable for the delivery of our operational services to customers, ensuring adherence to OLAs, SLAs and KPIs, and minimising any service credits payable.
2. Monitor service performance, identifying and addressing areas for improvement.
3. Develop and maintain service management processes and procedures aligned with best practices, such as ITIL.
4. Responsible for the development and ongoing maintenance of the Service Blueprint in line with relevant contractual obligations.
Customer Engagement Management
5. Act as a point of contact for senior customer representatives, fostering strong relationships and understanding their needs and requirements.
6. Conduct regular meetings with senior stakeholders to report on service achievements, incidents, and performance metrics.
7. Develop and implement strategies to enhance customer satisfaction and retention.
Incident and Change Management
8. Accountable for Major Incident Management, ensuring timely resolution and communication.
9. Accountable for Security Incident Management, ensuring timely resolution and communication.
10. Help assess the impact of change and develop suitable mitigations.
11. Manage the change process and schedule, coordinating with relevant teams to minimise disruption to services.
12. Manage the ‘Acceptance into service’ process, working with the Delivery Manager to ensure a smooth transition from project to a ‘live’ service.
13. Manage the approval and communication of change activities through relevant stakeholders.
14. Conduct post-incident reviews, liaising with customer and problem management teams (where appropriate), and implementing corrective actions to prevent re-occurrence.
Performance Reporting
15. Produce regular reports on service performance, incidents, and changes for both internal and external stakeholders, in line with contractual obligations.
16. Analyse data, including incident Root Cause, to identify trends, risks, and opportunities for service improvement.
Collaboration and Communication
17. Work closely with local DevOps, infrastructure services, application teams and third-parties to ensure seamless service delivery.
18. Facilitate cross-functional collaboration to address and resolve service-related issues.
19. Accountable for ensuring that learning resources are suitable, up-to-date and accessible. Co-ordinating with the training function for user-facing services and engineering/DevOps for platform and application changes.
20. Communicate effectively with customers, internal teams, and senior management.
21. Work with Product Manager to make suggestions for product improvements based upon customer feedback and thematic analysis of reoccurring issues
Continuous Improvement
22. Drive continuous improvement initiatives for service delivery, customer satisfaction and better outcomes for service users.
23. Remain aware of industry trends and best practices in service management.
Qualifications
Essential:
24. Proven experience in a similar Service Owner role.
25. An understanding of service delivery into complex, multi-stakeholder organisations.
26. Excellent stakeholder management and communication skills.
27. Ability to analyse data and produce insightful reports.
28. Strong problem-solving and decision-making abilities.
29. Familiarity with ITIL or similar service management frameworks.
30. Ability to work effectively in a fast-paced, dynamic environment.
31. Experience in the software or technology industry.
32. Must be eligible for NPPV3 and Security Clearance
Should have
33. Certification in ITIL or similar service management frameworks.
34. Knowledge of best practices in customer success and service delivery.
35. Experience with Cloud infrastructure and application management.
36. Experience of reconciling CI/CD and ITIL methodologies would be advantageous.
Additional Information
We pride ourselves in offering an excellent benefits package, including an above average pension scheme. When you join the team at NEC Software Solutions, you are provided with the following:
37. Private Medical Cover funded by NEC for Employees (with the option to add family members at an additional cost)
38. 25 days paid holiday with the option to buy/sell (FTE)
39. 4 x basic salary life assurance cover funded by NEC (with the option to increase cover at an additional cost)
40. A Group Pension Plan with fantastic employer contributions up to a maximum of
41. A selection of flexible benefits to suit your individual needs
42. All colleagues get free access to LinkedIn Learning. Over 15000 courses covering a huge breadth of subjects. Learn about what you like, when you like, how you like.