Global IM Service Delivery Manager

Element Six, part of De Beers Group, is a global leader in the design, development and production of synthetic diamond and tungsten carbide supermaterials. With research and development facilities and manufacturing sites in the UK, Ireland, Germany, South Africa and the US, we have been pushing the boundaries of synthetic diamond innovation for more than 60 years. We utilise the extreme properties of synthetic diamond to open up new possibilities in exciting areas such as quantum optics, acoustics and thermal conductivity. Our success comes from building strong, collaborative relationships, both internally in our extraordinary teams, and externally with our customers. We strive to deliver extreme performance and we seek talented, ambitious people who will thrive in an environment that fosters individuality, inclusivity, innovation and creativity.

Element Six IM is going through a significant transition to be a customer orientated, service-led team. We are becoming global, centralized and driven by providing high levels of service and value back to the business we support. As we standardize our global IM offerings (converging IM and OT services), central accountability is required for incident, request and problem management to ensure we meet our customer commitments and needs. To that end, the Global IM Service Manager is responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions.

Key Responsibilities:

• Represent the IM service management function at a senior level
• Act as an escalation point for business stakeholders
• Manage a fully functioning multi-sourced service support team (internal and outsourced partners) with a customer-centric support approach across multiple (global) locations, focused on service availability and performance
• Ensure that all service and support functions remain responsive to customer needs
• Ensure that the service catalogue and wider IM service operations knowledge library are maintained
• Ensure that adequate reporting and service standards are met for your specific service
• Ensure that all technical change is communicated and managed, with appropriate governance
• Ensure that a programme of continual service improvement is put in place across the wider service delivery function
• Manage the cost of service in line with industry benchmarks and work with our partners in De Beers and Anglo American to represent the needs of our customers

Qualifications:

• Manage configuration management for the organisation, ensuring value for the business and adherence to company policies
• Ensure that changes to assets are recorded and controlled appropriately
• Advocate organisational commitment to asset control
• Lead investigative work into problems and opportunities in existing processes
• Lead the collection of information and creation of recommendations for improvements
• Absorb large amounts of conflicting information and use it to produce solutions
• Analyse current processes, and identify and implement opportunities to optimise them
• Lead and develop a team of experts to deliver service improvements
• Help to evaluate and establish requirements for the implementation of changes by setting policy and standards
• Use data analytics skills to make decisions that enhance business performance
• Take accountability for issues that occur and be proactive in searching for potential problems
• Show you have an expert certificate in the service management framework qualification
• Demonstrate an industry understanding of how to implement the framework into numerous environments
• Manage long-term strategic relationships with stakeholders, identifying where new connections need to be made and existing ones nurtured
• Direct the strategic approach for stakeholder relationships, establishing stakeholder objectives and ensuring these are clearly represented
• Act as a point of escalation if stakeholder relationships break down or become challenging for more junior members of the team
• Influence important senior stakeholders and arbitrate when blockers are escalated
• Facilitate discussions across high risk and complex areas or projects under constrained timelines
• Lead the design and implementation of strategy, directing the evaluation of strategies and policies to ensure business requirements are being met
• Show a thorough understanding of the technical concepts required for the role, and can explain how these fit into the wider technical landscape
• Give direction on which tools or methods to use
• Demonstrate experience in meeting the needs of users across a variety of channels
• Bring insight and expertise in how user needs have changed over time to ensure they are met by the business
• Apply strategic thinking to provide the best service for the end user