Service Management Team Lead

**Help to merge our service management divisions together as a Service Management Team Lead**

**Location**:Wakefield with some home office

**Job Type**:Permanent

**About Nasstar**

With an impressive portfolio of customers, supporting the modern business is what we do, and we’re pretty good at itif we do say so ourselves But delivering greater flexibility and improved efficiencies to our clients wouldn’t be possible without theright team on board.

We are lucky enough to be supported by a talented bunch - from technical specialists to marketing consultants, and strategic sales heads. Could you be one of them?

**Modernise to maximise**

More information about the Nasstar Group and our businesses can be found on their respective websites. Be sure to check out our customer success stories where you can learn more about the industry-leading clients we work with

**About the Role**

The Team lead will be responsible for managing the shared portfolio of ITIL Processes, Service Level Management, Communication, Risk, Reporting and Service Improvements plans for group customers and will support the Service Delivery Management group function.

This is an opportunity to identify and drive improvements and automation initiatives across the organization and act as Service Delivery Management contact for customers without a defined SDM.

**Responsibilities**:

- Promote and deliver detailed process, quality, and performance data analysis by means of statistical tools (e.g., ServiceNow, Power BI);
- Governance on process, quality, risk, and management reporting;
- Understanding of customer contractual requirements and assurance of services being delivered;
- Developing report sets to meet business and customer needs as appropriate;
- Support the functions use of the following tools to enable effective Service Delivery Management: Power BI, ServiceNow ITSM or CSM or similar product, Manage BI solutions and requirement capture.
Chatbot or Virtual Agent operation;
- Support the journey on automation and service integration for Group Services;
- Own the risk register for team aligned customers;
- Support implementation of automation within Service Delivery Management (e.g., Chatbot, selfheal automation mechanism).

**What we are looking for**:

- At least 3 years of experience in an IT function;
- Skilled in Office Productivity Suites - especially MS Excel, PowerPoint & Visio;
- Experience using: Power BI, ServiceNow ITSM or CSM or similar product;
- Support the journey on automation and service integration for Group Services;
- Experience managing BI solutions and requirement capture.

**What you can expect from us**:
At Nasstar, we know the importance of looking after our employees - after all, it’s the team that underpins our business

In addition to a competitive salary, supportive teams, and a real opportunity to progress in your career with a forward-thinking organisation, our benefits package includes:

- 25 days’ holiday (excluding bank holidays)
- Flexible working - it’s important to maintain a work/life balance, as such, we will consider any written request for flexible working
- Virtual working - we practice what we preach and empower our people to work remotely
- Top tech - Leading services and solutions aren’t just for our clients; we supply best-of-breed software and hardware for all our staff too
- 4x annual salary life assurance
- Health cash plan
- Retail discounts and other perks from major brands

**Reasons to choose a career with Nasstar**:
We recognise and understand the importance of creating a work environment that supports personal development, enabling individuals to reach their full potential and go beyond what they thought was possible. With so many diverse roles across the company,an excellent Apprenticeship scheme, and several training and development programmes available, the opportunities for growth are endless.

Which career path will you choose?

**A note for agencies**: