At a Glance
- Tasks: Lead IT Service Relationship meetings and drive continual service improvement.
- Company: Dynamic organisation focused on enhancing IT services for internal departments.
- Benefits: Competitive pay, flexible working, and opportunities for professional growth.
- Other info: Collaborative environment with a focus on innovation and team success.
- Why this job: Make a real impact by improving IT services and enhancing colleague experiences.
- Qualifications: Experience in IT and strong analytical skills required.
The predicted salary is between 50000 - 60000 € per year.
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:
- 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
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, e.g., designing and creating customer feedback surveys on IT Services and continually following up output.
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, including 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 Lead employer: Incite Insight
As an IT Service Relationship Lead, you will thrive in a dynamic work environment that prioritises employee growth and collaboration. Our company fosters a culture of continuous improvement, offering opportunities for professional development through innovative projects and regular training sessions. Located in a vibrant area, we provide a supportive atmosphere where your contributions are valued, and your career can flourish.
StudySmarter Expert Advice🤫
We think this is how you could land IT Service Relationship Lead
✨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 Lead role. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for those interviews by practising common questions related to service improvement and customer experience. We recommend doing mock interviews with friends or using online resources to get comfortable discussing your skills and experiences.
✨Tip Number 3
Showcase your analytical skills! Bring examples of reports or dashboards you've created in previous roles to your interviews. This will demonstrate your ability to track and measure service performance, which is key for this position.
✨Tip Number 4
Don't forget to 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 Lead
Some tips for your application 🫡
Tailor Your CV:Make sure your CV speaks directly to the role of IT Service Relationship Lead. Highlight your experience in IT departments and any customer-focused roles you've had. We want to see how your skills align with the job description!
Craft a Compelling Cover Letter:Your cover letter is your chance to shine! Use it to explain why you're passionate about improving colleague experiences and how you can contribute to our IT services. Keep it engaging and relevant to the role.
Showcase Your Analytical Skills:Since this role involves creating reports and dashboards, make sure to mention any experience you have with tools like Power BI or similar analytics software. We love seeing how you can turn data into actionable insights!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and get you in the running for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Incite Insight
✨Know Your IT Service Basics
Make sure you brush up on your IT service management knowledge, especially around concepts like Experience Level Agreements (XLAs) and continual service improvement. Being able to discuss these topics confidently will show that you understand the role's requirements.
✨Prepare for Relationship Management Scenarios
Think of examples from your past experiences where you've successfully managed relationships or resolved complaints. Be ready to share how you’ve driven service improvements and maintained communication with colleagues in a non-technical way.
✨Show Off Your Analytical Skills
Since the role involves creating reports and dashboards, be prepared to discuss your experience with tools like Power BI. Bring examples of reports you've created and be ready to explain how they contributed to decision-making or service improvements.
✨Practice Your Communication Style
This role requires excellent communication skills, so practice explaining complex IT concepts in simple terms. You might even want to do a mock presentation to a friend to ensure you can convey your ideas clearly and effectively.
