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IT Senior Service Lead

4 months ago

Gloucester, United Kingdom EDF Limited Full time

**IT Senior Service Lead**

**Have you got a passion for delivering IT Service Excellence, are you relentless in identifying root cause, do you obsess over the Customer Experience, can you manage Partners and Product Teams to meet and exceed expectations? If so, this could be the role for you.**

**We're a friendly, dynamic and supportive team, who encourage passion, self-development, ambition and collaboration, both in our performance as a team and individually.**

**The Opportunity**

The IT Senior Service Lead is responsible for ensuring that the implemented services are operable, maintainable, recoverable, secure and underpinned with the relevant contracts or contract changes in accordance with agreed business requirements.

You will work in collaboration with IT Product Teams, multiple partners, multiple customer representatives and multiple agile teams to ensure service management best practice is built into all services and products offered and to continuously improve service reliability across enterprise-wide strategic platforms.

**Pay, benefits and culture**

In addition to a starting salary of £53,200, potential to earn 5% bonus, 28 days of annual leave plus bank holidays and a market-leading pension scheme, we offer a range of flexible benefits to support our people across all aspects of their lives.

Your rewards package includes a choice of benefits, such as electric vehicle leasing, enhanced parental leave, health insurance, discounts and employee pricing.

Flexible working means you can work from home (if you wish) and we’ll provide a suite of IT equipment to ensure that you can work remotely comfortably and effectively. Location for this role is flexible with travel as required to meet business stakeholders or colleagues across offices in the UK.

Steve Martin, IT Senior Service Lead: “Within Service Management & Engagement we offer a warm welcome with full support during the bedding in process. Health and well-being is at the heart of everything we do and is our number one priority. We like to embed a culture of inclusion and diversity where everybody has an opportunity to learn, develop and grow. We utilise a hybrid approach to working and encourage flexibility to adopt a work life balance that suits all parties. “

At EDF, everyone’s welcome. We strive to create an inclusive and diverse environment where everyone has a voice and where you feel confident being yourself. We’re committed to equality, diversity and inclusion. We’d like our future workforce to have an equal gender balance, represent a broad mix of people from minority ethnic backgrounds, LGBTQ+, those with a disability and supporting social mobility.

We’ll value the difference you bring and offer opportunities for you to thrive and succeed.

**What you’ll be doing**

The IT Senior Service Lead is responsible for Service Performance Management, providing holistic management and monitoring of our strategic managed service provides and EIT Product Teams to ensure all contractual obligations and business outcomes are managed and optimised, coordinating, leading and conducting performance reviews, identifying risks and escalating issues as required.

The IT Senior Service Lead will also build strategic relationships within their respective Business Unit, championing their objectives, understanding their key business processes and regulatory controls, what drives them, what their goals and operational targets are and that as our customer, you will obsess about their Customer Experience and delivering value to them, through effective implementation and exploitation of costs.

You will create value and a learning organisation built on ‘Partnership’ and focused on service excellence, continuous improvement, and innovation. You will ensure our service metrics remain current, making use of traditional delivery against CSL’s / KPI’s, introducing Balanced Scorecards, User Experience Metrics\Agreements (XLM\A’s), Service Availability and Continual Service Improvement metrics, whilst working together to define and agree service improvement targets to improve service delivery.

You will also be responsible for the Service Operations Centre, leading and championing Pro-Active Problem Management and Root Cause Investigation to minimise or mitigate repeat Service Incidents and managing the delivery of industry best practice process and policies aligned to an agile service management approach, underpinned with a Continuous Service Improvement mindset.

As required the you will lead the development of initiatives to support SIAM intelligent operations, including data quality and analytics, management insight and reporting.

**Who you are**
- You will have strong vendor & supplier management skills and experience, particularly working with onshore and offshore partners and product teams. You will analyse, understand and continuously manage interdependencies within the internal and external service providers, handle disp