Digital Transformation Leader

4 weeks ago


Manchester, United Kingdom Network Rail Full time

About the Role

The successful candidate will be responsible for supporting and monitoring teams under the guidance of the Service Operations Management to deliver a comprehensive and effective service operation as part of Service Operations Management.

Key Responsibilities

  • Confirm that all Service Operations Technical Analysts/Analysts are fully briefed and understand job requirements and responsibilities.
  • Review, monitor and ensure analysts are maintaining accurate logs of IT support functions and accurately and promptly. Taking ownership to contact both internal and external customers as per defined process and escalate any issues with resolution.
  • Motivate, coach and develop analysts to deliver improved customer service and personal efficiency.
  • Work collaboratively with Service Operations Team Leaders and colleagues to balance resources when appropriate and encourage the sharing of best practice within and across teams.
  • Operate in accordance with the Service Operations resourcing model so that SLAs and efficiency targets can be achieved through responsive and efficient management of people.
  • Monitor statistics on an individual and team basis and produce reports to assist with performance and service improvements.
  • Assist in validating that Service Operations service meets customer requirements and help to develop service improvement solutions to meet those needs.
  • Verify that incidents and requests are handled within the defined Service Operations SLA and OLA's.
  • Maintain and update all Service Operations documentation/processes/scripts to ensure compliance.
  • Work with Assignment Managers to establish performance objectives and performance appraisals and establishing training/development plans to improve overall performance.

Requirements

  • Ability to positively influence across the organisation.
  • Excellent communication skills with the ability to work collaboratively within the Service Operations leadership team.
  • Strong customer focus with personal drive to improve customer service and satisfaction.
  • Highly self-motivated and energetic with a natural talent for enthusing and motivating people to achieve high performance standards.
  • Experienced in or able to demonstrate the ability to lead, coach and develop people in an operational environment.
  • Familiar with planning and resource modelling techniques and their application in an operational environment.
  • Sound knowledge in Desktop Software, (MS Office, MS Outlook)
  • Sound Knowledge of Operating Systems and of the IT infrastructure (hardware, databases, operating systems, local area networks etc) used within own organisation.

Desirable

  • ITIL qualified to Practitioner's or Manager's level.


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