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 Demonstrated success improving service performance and customer satisfaction Experience 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 is of particular interest Experience implementing service management tooling and automation solutions is of particular interest Responsibilities: Lead our application support and managed services function, with accountability for team leadership, customer satisfaction, service performance and profitability across our IBM Maximo and TRIRIGA customer portfolio Own overall service performance, quality and customer outcomes across support services Ensure delivery of contractual commitments, service levels and operational targets Provide senior oversight of incident, problem and change management activities, and 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 structures, roles, responsibilities and operating models Build team capability and foster accountability, collaboration, coaching and continuous learning Support recruitment, succession planning and workforce development Define and maintain service standards, processes and governance frameworks, and develop a support services roadmap aligned with business objectives Establi