Overseeing of service across internal SJP teams as part of assuring end-to-end service standards
Priority Incident management and associated communications.
Management of escalations and complaints on behalf of the Technology Division.
Management of projects into live support with the SJP Service Desk and other supporting areas
Conducting regular service reviews with the SJP Service Desk and other suppliers
Continual Improvement across key areas of support responsibility
Development, review, documentation and implementation of support processes
The design and delivery of Management Information (MI) in support of the Service Management function. Production of regular service reporting including key risks
Chairing and/or attending Problem Management related meetings
Development and management of Knowledge in support of the Service Desk and SJP Business.
Investigation into the root cause of complex issues, escalating to the correct resolving team to ensure timely resolution
The design and delivery of Management Information (MI) and ad-hoc reporting in support of the Service Management function. Production of regular service reporting for meetings.
Using feedback, KPI’s and service reviews, to drive service improvement initiatives with suppliers and support providers
Performing trend analysis with a view to proactively targeting means of preventing incidents.
Who we’re looking for:
General understanding of technical principles with an ability to understand the service management implications of new technologies
Good spreadsheet skills
Analytical, adaptable, and able to problem solve
Strong relationship-building skills
Resilient with an ability to work under pressure and to effectively handle user escalation
Desirable
IT Service Desk experience
A background in ITIL and IT Service Management
Knowledge of formal methodologies in IT service delivery, project and change management
Experience of incident management principles
An understanding of data networking and Microsoft desktop products
The role is within an operational team, so flexibility in approach is required, particularly in support of major incidents or business continuity events. Some travel to visit outsourced suppliers may also be required
What's in it for you?
Private Medical paid for by Company.
Meaningful protection benefits with real value, such as 10X life cover, PHI, and critical illness.*
Non-Contributory Pension – 10% (increasing with length of service up to 15%) with further pension matching.
Parental leave – 6 months full pay
28 days holiday entitlement plus bank holidays (based on full-time equivalent) with the option to buy up to an additional 5 days holiday
*Not applicable to Fixed-Term Contracts (standard uplift applies in lieu of the protection benefits)
Flexible Working
We know that everyone works best indifferent ways, at different times and in different environments. We haveintroduced a hybrid working policy to provide greater flexibility for part-timework, job-sharing, remote working, and flexibility on hours. Our people areencouraged to work in a flexible way that suits their lifestyle, so please askthe question and start a conversation!
Research tells us that applicants(especially those from underrepresented groups) can be put off from applyingfor a role if they do not meet all the criteria or have been on an extendedcareer-break. If you think you would be a good match for this role and candemonstrate some transferable experience please apply, regardless of whetheryou tick every box.
Reasonable Adjustments
We're anequal opportunities employer and want to ensure our recruitment process isaccessible and inclusive for all, if you require reasonable adjustment(s) atany stage please let us know by emailing us at
