Ofertas › JJ Associates
JJ Associates · Birmingham, United Kingdom · Remoto · £75,000 - 90,000 per year
Salary: £75,000 - 90,000 per year Requirements: Significant experience leading service delivery functions, including IT support or managed services. Experience managing multiple teams through Team Leads or equivalent leadership roles. Demonstrable success improving service performance and customer satisfaction. Experience working in ITIL-based service management environments. Strong stakeholder management and customer-facing leadership experience. Experience managing escalations, major incidents and operational governance. Proven ability to drive organisational change and continuous improvement. Strong commercial awareness and understanding of service profitability. Exceptional leadership and people development capabilities. Strong communication and influencing skills. Strategic thinking combined with operational execution. Data-driven decision-making and performance management. Excellent problem-solving and organisational skills. Ability to build credibility with customers, colleagues and senior leadership teams. ITIL certification is of particular interest. Experience supporting IBM Maximo Application Suite (MAS), TRIRIGA, MREF or enterprise asset management platforms is of particular interest. Experience in managed services, facilities management or digital asset management sectors is of particular interest. Experience implementing service management tooling and automation solutions is of particular interest. Responsibilities: Own service performance, quality and customer outcomes across our support services. Ensure we meet contractual commitments, service levels and operational targets. Provide senior oversight of incident, problem and change management activities. Act as the final escalation point for major service issues and customer concerns. Drive service consistency, stability and operational excellence across support teams. Lead and develop Support Team Leads and wider support teams. Define organisational structures, roles, responsibilities and operating models. Build capability across analysts, specialists and team leaders. Foster accountability, collaboration, coaching and continuous learning. Support recruitment, succession planning and workforce development. Define and maintain support service standards, processes and governance frameworks. Develop and execute a support services roadmap aligned with business objectives. Establish KPIs, service reporting and performance measurement frameworks. Ensure adherence to ITIL-aligned best practice an