IT Operational Service Lead

1 week ago

Glasgow, Glasgow City, United Kingdom ACCA Full time

ACCA is committed to a workplace culture which is inclusive, diverse, human and connected.

ACCA is committed to a workplace culture which is inclusive, diverse, human and connected.

We welcome applications from candidates who meet some but not all of the criteria listed below.

We're currently looking for a IT Operational Service Lead on a full time permanent basis. This position sits within the IT team. We are flexible on the location of this role.

The IT Operational Service Lead is a subject matter expert within the Commercial and Operational services team with specific responsibility for the leadership and quality of the IT Operational service.

They will have responsibility for the maturing, growth, governance, and control of the IT Operational Service in a heavily outsourced environment.

The IT Operational Service Lead will operate across IT, Transformation, and business functions to provide Supplier and Operational Service Management for IT owned services.

The IT Operations Service Lead may also have line management responsibilities with the team.

The Job

Reporting to the Head of Commercial and Operational Services on a day-to-day basis, you'll be involved in the following:

  • Responsible for the end to end IT Operational Service for ACCA globally.
  • Provide service management subject matter expertise to the IT department, wider ACCA business and supply chain.
  • Oversees Service Management through strategic suppliers and partners to ensure proactive service improvement and incident resolution with support of ACCA IT platform teams.
  • Continued development of internal IT operating model within your role scope.
  • Ensure SLAs are met or exceeded.
  • Work in collaboration with your peer Supplier Managers to optimise Operational Service.
  • Act as Operational Service Lead advocate for IT across the organisation. Translates business requirements into service delivery strategies.
  • Ensure that strategic sourcing and supplier relationship management develops continuously so that the right tools, methods, and skills are in place to support developments and provide a consistent level of service to the organisation.
  • Will have discrete supplier management of one of more strategic suppliers (this will be their end-to-end performance including commercials).
The Person
  • Experience of managing service across multiple suppliers.
  • Be an expert in service management.
  • Experience of leading partner service managers across the whole range of IT services.
  • Be flexible to move from the leadership and oversight of service to direct involvement when required to solve major issues.
  • Ideally, experience of commercially managing strategic vendors providing transformation and operational services Extensive knowledge of IT and specifically IT service management.
  • Ability to lead multi-functional teams in delivering excellent service.
  • Able to demonstrate a clear understanding of service delivery & business strategies and to apply this understanding to shape commercial agreements.
  • Strong influencing and negotiation skills with both internal staff and external stakeholders with the ability to provide clear and non-technical advice/interpretation of complex information.
  • Stakeholder management and reporting up to senior executive / board level.
  • Excellent analytical and problem-solving skills, with ability to think laterally and conceptually.
Our Benefits

We strive to create an environment where you can prioritise your wellbeing and so have designed our benefits to give you the flexibility and power to do so. Our core benefits include private healthcare, life assurance and income protection as well as a fantastic defined contribution pension scheme.

We provide an employee assistance programme and are proud to offer a financial wellbeing tool called Nudge, to our employees.

Our flexible benefits platform gives you the power to customise your benefit plan to suit your needs, you can choose to add a number of benefits including extra holidays, PMI family cover, cycle to work, Travel and Gym loans and more You can also enjoy exclusive access to our discount site and wellbeing centre platform.

We are committed to equal opportunities across our recruitment activities and have a real commitment to ensuring the inclusion and well-being of all employees. We have a blended approach to working to support our employees to balance the needs of their job with other aspects of their life.

Interested in this role? Please click Apply to submit your application.

We strive to create an environment where you can prioritise your wellbeing and offer a competitive benefits package to help you do this. We provide an employee assistance programme and are proud to offer a financial wellbeing tool to our employees.

We are committed to equal opportunities across our recruitment activities and have a real commitment to ensuring the inclusion and well-being of all employees. We have a blended approach to working to support our employees to balance the needs of their job with other aspects of their life.

For more information on ACCA, your journey as a candidate and the benefits of working with ACCA please visit our Work for Us page here

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