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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 departments, strong analytical and communication skills required.
£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 a 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 i.e. 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 in London 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 in London
✨Tip Number 1
Network like a pro! Reach out to your connections in the IT field and let them know you're on the hunt for an IT Service Relationship-Experience Lead role. You never know who might have the inside scoop on opportunities or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by brushing up on your knowledge of IT service management and customer experience. Be ready to discuss how you've driven service improvements in past roles, as this will show you're the right fit for the job.
✨Tip Number 3
Don’t forget to showcase your analytical skills! Bring examples of reports or dashboards you've created in previous positions to demonstrate your ability to track and measure customer experience effectively.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, we love seeing candidates who are proactive about their job search!
We think you need these skills to ace IT Service Relationship-Experience Lead in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in IT service relationships. Use keywords from the job description to show that you understand what we're looking for.
Showcase Your Skills: Don’t just list your skills; provide examples of how you've used them in previous roles. Whether it's managing complaints or creating dashboards, we want to see how you’ve made an impact.
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clarity, so avoid jargon unless it’s relevant. Make sure your points are easy to read and get straight to the point.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets seen by the right people. Plus, it shows us you're serious about joining our team!
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 similar analytics software. Have examples ready that showcase your ability to analyse data and present it clearly.
✨Communication is Key
This role requires excellent communication skills, so practice articulating your thoughts clearly and concisely. Think about how you can explain technical concepts in a non-technical way, as you'll need to engage with colleagues from various departments.
✨Show Your Customer Focus
Demonstrate your understanding of the customer experience and how it relates to IT services. Prepare examples of how you've previously gathered feedback and used it to drive improvements, as this will be crucial in your new role.