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I&t Service Management Lead

7 months ago

Addlestone, United Kingdom Brambles Group Full time

CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our

Hybrid Work Model


**Job Description**:
Position Purpose

The Service Management Lead will ramp-up the newly created IT Service Management function and will have the accountability for the day-to-day execution of Service Management across the IT technology landscape as well as to support projects to setup infrastructure and service support.

The ramp-up accountability consists in defining team roles & responsibilities, reviewing, improving and implementing existing and new ITSM processes, defining and implementing relevant RACIs, set-up the team with existing capabilities and where necessary recruiting internally or externally for the remaining roles.

This run accountability involves the leadership and direction of the ITIL Service Management disciplines and lifecycle, taking accountability for the incident, problem, change and release management procedures including configuration management and ownership of the strategic ITSM processes and the service management culture.

This role takes ownership for the timely recovery of all service-affecting technology incidents and is therefore a key operational role in the technology organisation. As such, requires the ability to operate effectively under pressure and to demanding deadlines.

Major / Key Accountabilities
- Provide strong leadership and direction by setting clear objectives and priorities across IT Service Management (ITSM) impacted functions and to support a culture of service excellence.
- Support the implementation of the strategic ITSM function ensuring full adoption to realise maximum benefit.
- To advise, provide guidance and direction of SLA’s to support the operational objectives of existing and new service delivery.
- Own Process Improvement protocols post-major incidents and ensure process uplift where appropriate.
- Set up and manage triage teams for incidents which run across areas of responsibility and run to satisfactory conclusion and closure.
- Implement agree strategic quality assurance standards into the operational ITSM environment and ensure that appropriate metrics and trend reports are in place.
- Ensure service supportability by support projects in designing service support and project managing the ramping up required infrastructure and support processes.
- Lead the promotion of a strong customer-first culture that extends across all service delivery teams, including service performance metrics and support and drive CSI.
- Work collaboratively across platform teams and the various platform and product owners to identify the best areas for continuous improvement.
- Recruit, develop, motivate, develop and retain a competent and professional team in line with the Company’s HR procedures.
- Meet the governance, policy and process requirements e.g., Business and financial planning, procurement, internal audit, people and policies.
- Ensure that there is an effective organisational structure in place which enables delivery of Directorate objectives and champions the strategic importance of people, talent management and development issues, building a strong culture of continuous learning and knowledge sharing between specialists and generalists.
- Develop and execute and effective risk framework for the area of responsibility.
- Run regular operational reviews in liaison with IT Operations Governance and wider stakeholders as required.
- The role will have a team of process owners to manage and direct.
- This role is part of the live services management team and will support the entire BAU teams ensuring adherence and buy in to process changes and enhancements.
- Handover the permanent holder of the role after initial setup.

**Qualifications**:

- Essential_
- Bachelor’s degree in Computer Science, Information Systems, Business or related field, Masters preferred or equivalent combination of education/experience.
- ITIL Qualification.
- Desirable_
- SIAM knowledge.

Experience
- Significant previous experience in within an IT focussed role.
- 5+ years’ experience managing or influencing technical staff and projects.
- Proven success in improving the customer experience.
- Experience working within a matr