Information Technology Operations - Infra Tech Support Practitioner

Information Technology Operations - Infra Tech Support Practitioner

Reporting to the UKI Technology Services, the Local Technology Support Manager responsible for delivery of all LTS functions across the North of the UK, supervising a team of 3 Direct Reports while overseeing a key supplier (Vodafone). Develop and implement while improving processes which underpin service, both internal and external. Build robust working relationships with the aim of improving service provision and customer satisfaction ratings. Manage customer satisfaction improvement process and drive through resulting actions in conjunction with appropriate delivery/support teams. Identify and implement process or service improvements, and any associated cost savings, both internal and external. Design and implement new processes as needed. Manage structured supplier and customer management process encompassing both internal and external relationships, liaising with commercial manager where necessary. Operate a structured supplier management process framework ensuring standard documentation is maintained covering OLA, SLA, contact, reporting, product catalogue and other information for each supplier. Attend commercial meetings where necessary to support price and service negotiations with suppliers. Demonstrates a deep understanding of core CIO IT Products and Services within your aligned area (Security, Core Architecture, Workstation Technology and Collaboration, End User Services, Digital Workplace). Is aware of pricing, eligibility and best practise use and is able to advocate this seamlessly to customer group. Helps shape the products and services, provides feedback based on customer feedback requirements and own experience and knowledge. Oversee production of supporting information to facilitate key customer service reviews based on agreed service metrics and KPIs. People Management Effectively manage, lead and support direct reports to meet delivery in line with management, stakeholder and customer expectations. Ensure all HR requirements are carried out on time and in full to meet required performance management process and comply with company policies. Recruit and on-board new members to the team as required. Regularly hold one-to-one meetings with direct reports, providing timely feedback, coaching and mentoring to develop and maintain skills and capability across the team. Recognise and foster strong performance looking to develop and retain high potential individuals. Flag these people for relevant opportunities and development and factor into succession planning. Manage poor performance, giving targeted and regular feedback and guidance aimed at improving performance. Manage exit of individuals as required. Manage and prioritise workload across the team to maintain optimum project delivery. Standard work hours of 09:00 to 17:30 typically apply. However, a flexible working attitude is required when considering global teams and critical milestones within project delivery. Office based. A level of travel and working from other customer or client locations may be required from time to time.