Crown Agents
About the role
Main job purpose:
The ITS Services Manager will ensure Crown Agents is always receiving a high level of service from ITS. This will include managing our outsourced r IT Infrastructure and IT Support Services through the external provider. It will also include triaging any escalated user issues, providing fixes where appropriate and managing broader IT procurement and suppliers to ensure that Crown Agents users get a great experience from Crown Agent ITS Services.
Main Responsibilities:
Improve Service levels from ITS to the Crown Agents Group.
- Undertake a review of current service levels and develop a plan for improvement across the business.
- Ensure continuous improvement through regular feedback mechanisms, staff engagement, frequent review points and the active management of an improvement plan.
- Work closely with the ITS Director and other ITS team members to understand the suite of applications and how to best ensure support to Crown Agents users.
- Ensure strong stakeholder management across solution points, including with ITS team members, external service provider engineers and management, as well as third party suppliers.
- Ensure a strong understanding of the service requirements of the business through regular engagement with users across the globe, ensuring an equal level of service for those outside the UK as those based in the London office.
Triage and arrange fix of escalated Crown Agents user issues.
- Act as the main point of contact within Crown Agents for ITS issue escalations.
- Where a user has had to escalate an IT issue the job holder is to affect the fastest resolution to that issue, be that direct communication with the external service provider’s engineer on behalf of the user, via escalation with management, or by getting this issue fixed by a third party, CA IT Staff or her/himself directly. Therefore, a general knowledge of IT infrastructure and the ability to rebuild end user computing is required.
Relationship management of the external service providers.
- Lead on the supplier management of our external service provider, identifying areas for improvement and increasing the service provided while ensuring value for money.
- Day to Day liaison with the external service provider on escalated issues, Priority 1 & 2 issues and any on-going problem investigations
- The main point of expertise on the CA contract and SLA’s with the service provider.
- Arrange and lead the Monthly Service Review, holding the external service provider to account for their SLA performance, including imposing financial penalties where appropriate.
IT Infrastructure Rationalisation
- Be the smart customer to external service providers in managing the rationalisation of the CA Server and database estate, resulting in performing systems and reduction in total cost of ownership.
About you
IT Procurement
- Manage the Crown Agents IT Estate licensing with third parties, ensuring that licenses are only allocated to staff and contractors that are actively using the license, making appropriate recommendations for license purchases change of solution and ensuring best value from the license estate.
- Manage the Crown Agents Certificate estate, ensuring that essential certificates are replaced before they expire.
- Manage 3rd party support contracts to ensure any renewals are made in a timely manner.
User Communications
- Manage User Communications on all IT Service communications requirements, such as planned maintenance or service issues.
Qualification:
Graduate in IT or equivalent working experience.
Experience:
- Typically 5+ years’ experience in IT Services provision in a corporate setting.
- Experience working across a global business desirable.
- Experience negotiating contract terms with external service providers and ensuring accountability against SLAs.
- Experience of improving service levels within a corporate setting.
- Strong stakeholder management experience.
- Strong customer service approach.
Solution oriented.