IT Service Relationship-Experience Lead

IT Service Relationship-Experience Lead

The purpose of the Service Experience Manager (IT) is to lead on IT Service Relationship Reviews with all internal organisational departments. The role will track, measure and report on internal Customers experience using IT Services end-to-end, to drive continual service improvement and value of IT Services

The role will encompass the following areas of responsibility, but this is not finite:

• Chair, minute action Service Relationship meetings (approx. 23 pcm)
• Colleague Experience Surveys
• Create Reporting \ Dashboards
• Manage complaints
• Maintain Continual Improvement Plans
• XLA – Experience Level Agreement

Job Summary

This is role which will be focussed on leading Service Relationship Meetings with internal department Heads and Managers, to maintain relationships with IT for continual service improvement.This role requires IT technical understanding, so someone who has worked within an IT Dept. However, the role is a customer focused role to provide a point of escalation, drive service improvement and track actions from the service relationship meetings.

This role requires a knowledge of building reports and dashboards to demonstrate value for IT and our Customers eg Designing and creating customer feedback surveys on IT Services and continually following up output.

This is an administrative role which requires excellent administrative, organisational and analytical skills, due to the feedback surveys required

You will...

• Chair regular internal Service Reviews with departments, as forum to capture Service Experience and Value of IT, document and track minutes and actions
• Create and maintain Colleague Experience Surveys and use output for continual service improvement (CSI)
• Define and create Experience Level Agreements (XLAs), communicate and then publish these (with the assistance of the Head of IT Services)
• Produce Monthly Dashboards & Reports (ITSM tool, Power BI)
• Develop, implement and maintain process to manage / track complaints
• Communicate clearly both orally and in writing and present to our Colleagues in a non-technical way
• Think innovatively
• Be individually motivated to drive and promote the Colleague Experience function in and out of IT
• Analyse both quantitative and qualitative data using appropriate tools, to provide clear insights for driving improvement for Colleague Experience across IT
• Maintain ‘Service’ culture throughout IT Department
• Maintain communication / between Colleagues and IT individual units
• Spend day-in-the-life-of with our various colleagues/organisation units, incl IT

You have...

• Advanced administrative skills using Microsoft suite ie Word, Excel, Powerpoint, Analytics
• Good analytical knowledge and experience of designing and producing IT reports, dashboards and management information with Power BI or alternate analytic tools
• Extensive experience working within IT Dept / Customer outcome focused role
• Good communication, influencing and negotiation skills to drive Colleague Experience, cultural, procedural and functional change across the organisation
• Self-motivated, target-driven, success focussed
• Excellent time management / deadline focused
• Strong oral and written communication skills
• Tactful and approachable at all times. Open, honest and strong personality
• Team player, collaborative and able to work as part of a team drawing on the expertise of colleagues to ensure that the requirements of the organisation as a whole are met
• ITIL v4 Foundation minimum certification