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- Tasks: Lead IT Service Relationship meetings and drive continual service improvement.
- Company: Join a dynamic organisation focused on enhancing IT services for all 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 40000 - 50000 £ 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 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, e.g., 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, 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 in London employer: Incite Insight
Contact Detail:
Incite Insight Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Service Relationship Lead in London
✨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 continual 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 managed complaints or improved service delivery. 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 seen by the right people. Plus, we love seeing candidates who are proactive and engaged with our platform.
We think you need these skills to ace IT Service Relationship 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 management and customer-focused roles. We want to see how your skills align with the responsibilities outlined in the job description.
Showcase Your Analytical Skills: Since this role involves creating reports and dashboards, don’t forget to mention any relevant experience you have with tools like Power BI or similar analytics software. We love seeing how you can turn data into actionable insights!
Communicate Clearly: Your written communication should be clear and concise. Remember, you’ll need to present information to colleagues in a non-technical way, so demonstrate that ability in your application. We appreciate straightforward and engaging language!
Apply Through Our Website: We encourage you to submit your application through our website. It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Incite Insight
✨Know Your IT Stuff
Make sure you brush up on your IT knowledge, especially around service management and customer experience. Familiarise yourself with concepts like Experience Level Agreements (XLAs) and how to measure service improvement. This will help you speak confidently about how you can contribute to the role.
✨Prepare for Service Relationship Meetings
Since you'll be chairing Service Relationship meetings, think about how you would structure these discussions. Prepare some questions or topics that could help drive the conversation around continual service improvement. Showing that you can lead these meetings effectively will impress the interviewers.
✨Showcase Your Analytical Skills
Be ready to discuss your experience with creating reports and dashboards, particularly using tools like Power BI. Bring examples of how you've used data to drive decisions or improvements in previous roles. This will demonstrate your analytical prowess and how it aligns with the job requirements.
✨Communicate Clearly and Confidently
Practice explaining complex IT concepts in simple terms, as you'll need to communicate effectively with non-technical colleagues. During the interview, focus on being clear and concise in your responses. Good communication skills are key to this role, so let your personality shine through!