Celon is seeking a dynamic and User focused Service Relationship Lead to join our growing team on a 6 -month fixed-term contract, with an immediate start and the potential to extend.
Working as an extension of our clients teams, including some of the UKs largest organisations, this is a key role focused on engaging IT Users - track ing, measur ing and report ing on Users experience using IT Services end-to-end, to drive continual service improvement and value of IT Services .
The role will include the following areas of responsibility :
XLA (Experience Level Agreements)
Colleague Experience Surveys
Reporting /Dashboards
Manage complaints
Maintain Continual Improvement Plans
Attend /Lead Service Relationship Meetings
The ideal candidate will have a strong technical understanding, with a proven ability to build and maintain effective relationships across a wide range of stakeholders. You will be confident and articulate, cap able of track ing performance, identifying key trends, and communicat ing insights clearly and effectively .
Key Responsibilities:
Lead Service Review: Chair regular internal Service Reviews with departments, as a forum to capture Service Experience and Value of IT, document ing and track ing minutes and actions
Measure Experience: Create and maintain Colleague Experience Surveys to build data-driven insights and drive C ontinual S ervice I mprovement (CSI)
Define XLAs: Collaborate with Head of IT Services to defin e and create Experience Level Agreements (XLAs), then communicate, p ublish and track measur able outcomes
Reporting & Dashboards: Produce monthly management dashboards and reports to deliver accurate and timely data-driven insights using I TSM tools and Power BI
Incident & Complaint Tracking: Develop, implement and maintain processes for, tracking and responding to User complaints and service pain points, with insights feeding into improvement initiatives
Engage & Communicate: Apply strong oral and written communication skills to represent IT in a user-friendly way translating technical language into clear, compelling messages for both technical and non-technical stakeholders and maintain communication between Users and the IT team
Data Analysis: Analyse both quantitative and qualitative data using appropriate tools to provide clear insights that driv e improvement s in c olleague e xperience across IT
Working Relationships : Develop strong collaborative working relationships with IT Service Desk Manager s, IT Service Transition Manager s, Key Internal System (Service) Stakeholders, Internal IT Heads and key IT Suppliers
Service Culture: Foster and m aintain a strong Service culture within IT teams, showing personal initiative in p romot ing the User e xperience both within and outside IT
Champion Culture: Be individually motivated to drive and promote the User Experience function in and out of IT
Day-in-the-life Insight: Spend a day-in-the-life with different teams including IT and individual organisation units to understand day-to-day challenges and U ser expectations.
Essential Skills, Knowledge and Experience:
Proven IT and Customer Experience Expertise: Extensive experience working within IT departments / c ustomer outcome focused role s, with a passion for enhancing end-user satisfaction.
Service Reporting : Advanced administrative skills using the Microsoft S uite ( Word, Excel, Power P oint ), with the ability to produc e high-quality reports and documentation
Analytical Expertise: Good analytical knowledge and experience of designing and producing IT reports, dashboards and management information with Power BI or alternate analytic tools
Stakeholder Management: Demonstrated success in engaging a diverse range of stakeholders across technical and non-technical teams. Proven influencing and negotiation skills to drive User Experience, cultural, procedural and functional change across organisation s
Communication: Strong written and verbal communication skills, with the ability to present complex information clearly and concisely
Time Management : Excellent time management skills, capable of managing priorities and deadline focused
Personal & Professional: Tactful and approachable at all times, with a strong, open and h onest p ersonality
Self-Starter: Proactive, target-driven and success focused
Team player : C ollaborative and adaptable, cap able of work ing effectively within a wider team and leveraging colleagues expertise to ensure organisation al objectives are met
Certification: ITIL v4 Foundation certification ( m inimum requirement)
Benefits:
Hybrid Working to support a better work-life balance
Continuous Professional Development is actively encouraged to maximise employee potential
Medical Insurance all employees are eligible for comprehensive private medical insurance cover that includes a Virtual GP Service
Pension Scheme to help employees plan for their future we offer a competitive pension scheme
TPBN1_UKTJ