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For Companies At a Glance
- Tasks: Lead the delivery of IT services, ensuring smooth operations and minimal downtime.
- Company: Join Nomad Foods, a leading player in the food industry, committed to quality and innovation.
- Benefits: Enjoy flexible working options, professional development opportunities, and a vibrant company culture.
- Why this job: Be at the forefront of technology, making a real impact on user productivity and collaboration.
- Qualifications: ITIL certification and customer service experience are essential; tech-savvy candidates will thrive.
- Other info: Participate in an on-call rota and collaborate with diverse teams for continuous improvement.
The predicted salary is between 48000 - 72000 £ per year.
Overview
Responsible for the delivery of all End User compute and Service Desk services to the Nomad Foods functions and Markets. Owns all Service Delivery aspects of these services and through collaboration with Architecture, Security, Data Office and Service Management office is responsible for the continual improvement of the service.
Service scope includes end user hardware devices (Laptops/Desktops/Mobiles), end user / productivity applications such as Office 365 and IT support services (ServiceNow self-service and chat, Request catalogue etc..)
Manages the day-to-day operations of the services to ensure downtime (and associated impact of downtime) is minimised for the business. Acts in a dual capacity, representing Group Technology while also advocating on behalf of the business.
Builds and maintains a complete understanding of the end-to-end service – from design through to components, service providers, interfaces, service levels and processes.
Has a working understanding of the service in addition to a developed understanding of how the service is utilised by the business and the impact of any service-related issues. Collaborates with colleagues internally and externally to ensure the documentation of the service is accurate and up to date.
Responsibilities
Develops and maintains a high level understanding of the service from a technical, architectural, and process perspective, with support from senior team members.
Guardian of the service for Nomad Foods. Manages the risks & compliance for the service, including assessing and approving all operational changes related to this Service as part of the Change Management Process. Owns all acceptance into Service from projects where they add/move or change elements of the service.
Serves as the Nomad escalation owner for all major incidents related to the service and actively participates in incident resolution and communications both within Technology and to stakeholders (in collaboration with other teams such as Business Relationship Management). Support and guidance will be provided by the Head of Service Operations and the Service Owner team to ensure effective incident handling and communication.
Develops, owns, and maintains the Demand and Capacity Plan for the service, ensuring it supports the required level of availability and performance. Works closely with the Head of Service Operations to review the plan and seek formal sign-off, ensuring alignment with broader service and business objectives.
Establish a good working relationship with all related outsource service partners and teams and manages their deliver – ensures that performance meets the requirements of the contract and associated service agreements (in associated with the Service Excellence team)
Work collaboratively with other members of the Service Owner team, and the wider Technology department to identify and deliver cross team initiatives and improvements to the service.
Established and manages a user group for their services across all Nomad IT users, using this to improve the service and appropriately leveraging the Technology Innovation process.
Develops awareness of other services delivered to the business and provides support to other Service Owners as needed.
Takes part in an on-call rota outside of business hours to act as Service subject matter expert for their services (or the services of other service owners if required).
Qualifications
Essential
- ITIL Knowledge and certification (minimum Foundation certified)
- Customer Service Background/Focus
- Previous IT Service Management Experience
- Developing Service Management skills including Capacity and/or Demand Management, including experience in creating and maintaining plans with oversight and sign-off from senior stakeholders
- Good working knowledge of Incident, Change, Problem and Event Management processes and concepts
- Broad, high level technical understanding across IT services
- Good general technical ability with a focus on management of engineering/IT teams to deliver technical services/solutions
- Competency in M365 tools, including presenting data, outline principles and plans
- Matrix Management at both an engineering and management/senior stakeholder level
- Ability to communicate at all levels
- Confident presenter
- Management of suppliers/partners to deliver to contract
Desirable
- ITIL Intermediate or Expert certification
- Previous FMCG role(s)
- Service Design and/or Service Architecture experience
- Developed skills in support of PC’s operating Windows
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Service Owner - Collaboration & Productivity employer: Nomad Foods
Contact Detail:
Nomad Foods Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Service Owner - Collaboration & Productivity
✨Tip Number 1
Familiarise yourself with ITIL principles, especially if you have the Foundation certification. Understanding how ITIL processes like Incident, Change, and Problem Management work will give you a solid foundation to discuss your experience and insights during interviews.
✨Tip Number 2
Showcase your customer service background by preparing examples of how you've improved user experiences in previous roles. Be ready to discuss specific situations where your actions led to enhanced service delivery or user satisfaction.
✨Tip Number 3
Highlight your experience with M365 tools, particularly in presenting data and creating plans. Consider preparing a brief presentation or report that demonstrates your ability to analyse and communicate information effectively, as this is crucial for the role.
✨Tip Number 4
Network with professionals in the IT Service Management field, especially those who have worked in FMCG environments. Engaging with them can provide valuable insights into the industry and may even lead to referrals or recommendations for the position.
We think you need these skills to ace Service Owner - Collaboration & Productivity
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT Service Management, particularly focusing on your knowledge of ITIL and customer service. Emphasise any previous roles where you managed end-user services or collaborated with cross-functional teams.
Craft a Compelling Cover Letter: In your cover letter, express your passion for service delivery and your understanding of the importance of minimising downtime. Mention specific examples from your past experiences that demonstrate your ability to manage incidents and improve service quality.
Showcase Technical Skills: Highlight your technical skills related to M365 tools and your understanding of incident, change, and problem management processes. Provide examples of how you've used these skills to enhance service delivery in previous roles.
Demonstrate Collaboration Experience: Illustrate your ability to work collaboratively with various stakeholders, including external partners. Share instances where you successfully managed relationships and ensured service performance met contractual obligations.
How to prepare for a job interview at Nomad Foods
✨Showcase Your ITIL Knowledge
Make sure to highlight your ITIL certification and any relevant experience you have in IT Service Management. Be prepared to discuss how you've applied ITIL principles in previous roles, especially in relation to incident, change, and problem management.
✨Demonstrate Customer Service Focus
Since the role requires a strong customer service background, share specific examples of how you've successfully managed customer expectations and resolved issues. This will show that you understand the importance of user satisfaction in service delivery.
✨Understand the Technical Landscape
Familiarise yourself with the technical aspects of the services you'll be managing, particularly around end-user hardware and productivity applications like Office 365. Being able to discuss these technologies confidently will demonstrate your capability to manage and improve the services effectively.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle major incidents. Prepare scenarios where you've successfully navigated challenges in service delivery, focusing on your role in communication and collaboration with stakeholders.
