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- Tasks: Lead IT Service Relationship meetings and drive continual service improvement.
- Company: Dynamic IT department focused on enhancing colleague experience.
- Benefits: Competitive daily rate, hybrid work model, and opportunities for professional growth.
- Other info: Join a collaborative team with a focus on innovation and service excellence.
- Why this job: Make a real impact by improving IT services and enhancing colleague experiences.
- Qualifications: Experience in IT roles, strong analytical skills, and excellent communication abilities.
£200-220 per day Contract (Inside IR35) Hybrid (2 days onsite per week South East London)
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. 2-3 pcm)
- Colleague Experience Surveys
- Create Reporting/Dashboards
- Manage complaints
- Maintain Continual Improvement Plans
- XLA – Experience Level Agreement
This is a role which will be focused 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, 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 focused
- 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
IT Service Relationship-Experience Lead employer: Incite-Insight.co.uk
Contact Detail:
Incite-Insight.co.uk Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Relationship-Experience Lead
✨Tip Number 1
Network like a pro! Get out there and connect with people in the IT industry. Attend meetups, webinars, or even just grab a coffee with someone who works in a similar role. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Show off your skills! Create a portfolio or a personal website showcasing your experience with IT service management, dashboards, and reports. This is your chance to demonstrate your analytical skills and how you can drive service improvement.
✨Tip Number 3
Prepare for interviews by practising common questions related to IT service relationships and customer experience. Think about examples from your past roles where you've successfully improved processes or handled complaints. We want you to shine!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive and engaged with our platform. Let’s get you that job!
We think you need these skills to ace IT Service Relationship-Experience Lead
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the IT Service Relationship-Experience Lead role. Highlight your experience in IT departments and any relevant skills that match the job description. We want to see how you can bring value to our team!
Showcase Your Communication Skills: Since this role involves a lot of communication, both written and oral, make sure to demonstrate your ability to convey information clearly. Use examples from your past experiences where you've successfully communicated complex ideas in a simple way.
Highlight Your Analytical Skills: This position requires strong analytical abilities, so be sure to mention any experience you have with data analysis, reporting, or using tools like PowerBI. We love seeing how you’ve used data to drive improvements in previous roles!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at StudySmarter!
How to prepare for a job interview at Incite-Insight.co.uk
✨Know Your IT Stuff
Make sure you brush up on your IT knowledge, especially around service relationships and customer experience. Be ready to discuss your previous experiences in IT departments and how you've contributed to service improvements.
✨Prepare for the Numbers
Since this role involves creating reports and dashboards, be prepared to talk about your experience with tools like PowerBI or Excel. Have examples ready that showcase your analytical skills and how you've used data to drive improvements.
✨Communication is Key
This role requires excellent communication skills, so practice articulating your thoughts clearly. Think about how you can explain technical concepts in a non-technical way, as you'll need to present findings to colleagues from various departments.
✨Show Your Customer Focus
Demonstrate your understanding of the customer experience and how it relates to IT services. Be ready to discuss how you've previously gathered feedback and used it to enhance service delivery, showing that you're genuinely invested in improving colleague experiences.