IM Service Lead – Bristol – 12 month contract

Your Role:

• To support the IM Overseas Service Manager to manage all planned and emerging service management activities within an International Footprint.
• To support the international IM Team to achieve effective, agile IT service delivery
• Work with the international IM team and the wider UK IM Service teams to ensure IT requirements are identified and resolved.
• To work with & support the IM UK Project teams to identify business / IT requirements, define how services will be supported (service design) and support the delivery of new services internationally.
• To add Service Assurance to all Incidents & requests for overseas users ensuring incidents & requests are managed to suitable conclusion within specified timescales
• To raise requests on the ITSM service management platform on behalf of all overseas users on a specific network.
• To support the IM Projects & Networks team to deliver client & infrastructure services related to overseas support and development activities.
• To support the procurement team to ensure all activities related to hardware / software requirements definition, purchase and delivery to support the IM development activities
• Create effective relationships with the key stake holders such that productive, collaborative, two-way communications are established
• Identify and where agreed implement service improvements achieving a more effective, agile and/or cost-efficient service
• Requests from overseas customers are raised and managed to completion within a timely manner and with a high level of customer service.

Your Skills and experience;

• Experience of critical analysis and evaluation of IT requirements
• The ability to manage the expectations and delivery of requested services to the international IM Team and customers.
• High level customer care skills
• Good teamwork and stakeholder management skills.
• Broad understanding of IT technologies across the range of IT FO services
• Good understanding of Service Delivery activities and processes
• ITIL knowledge and implementation
• Ability to travel abroad to international locations at short or reasonable notice