The team is the focal point for many of our customer's infrastructure and deals with issues that are critical to their Business. The Quality Team works with the technical teams to monitor SLA performance, manage incident quality and compliance, change process, patching co-ordination and scheduling, problem identification and management, knowledge management and service reporting. The Quality Manager will oversee these functions with the support of a small team and report into the Head of Service. The Quality Team will also act as Major Incident coordinators during office hours.
This is a hands on role which will require the successful applicant to be involved in the day to day running of the team and it's workload. Successful candidate will have 4 years in IT service measurement and management & experience in managing IT service SLA/KPI's, reporting, incident management and change.
This role involves the following:
- Manage the Quality team and the outputs of that team and be responsible for reporting to the Customer Experience Management teams.
- Help develop strong processes so that in scope areas are managed and measured to meaningful KPI's and SLA's.
Whilst not a technical role, a basic high level understanding of the technologies supported by the Service Operations Centre would be an advantage:
- Messaging - Exchange, Teams
- Microsoft Office 365
- Virtualization
- Backup, Archiving, storage
- Core Infrastructure -Windows/Networks
Strong understanding of ITIL processes - advanced ITIL qualification would be desirable but not essential
- Experience of Problem, Incident and Change Management, analyzing incident trends, raising problem records, working with technical teams.
- Experience of Major Incident Management with the ability to work under pressure, engage with technical teams and manage Customer experience.
- Experience of managing a small team and mentoring staff
- Understanding SLA and KPI measures and the relationship to customer satisfaction
- Excellent communication, teamwork and interpersonal skills.
- Understanding of the importance of Knowledge management
- Ability to create process for other team members.
- Qualities: Integrity, attention to detail, timeline sensitive, goal oriented, motivated.
- Good problem-solving skills
Experience Required
- Prior experience in a Network Operations Center/Service Desk Environment
- Experience of main ITIL processes
- Experience of Major Incident Management.
- Experience with face-to-face customer liaison.
- Experience of managing people.
- Experience defining KPI's and SLA's
