IM International Service Lead

Certain Advantage • Bristol, Bristol City, GB • £60 / hour • 17h ago

World Class Defence Organisation is currently looking to recruit an IM International Service Lead subcontractor on an initial 12 month contract. Your base site can either be from the companies Bristol, Stevenage or Bolton office. This role will be a hybrid position – 2 days per week onsite and 3 days remote.

The role will be supporting the Companies Poland site and so will require travel to Poland once a month. This role would suit a candidate from an Information Management International Service Lead, IT Service Desk Manager or IT Service Delivery background.

Hourly Rate: £60ph (Umbrella).

Contract Duration: 12 Months initially and then ongoing and long-term thereafter.

IM International Service Lead Job Description:

Act as the UK Service Lead for workplace & infrastructure services primarily for the Polish organisation to ensure supporting the provision of an effective working environment.

Responsibilities

To support the IM Overseas Service Manager to manage all planned and emerging service management activities within an International Footprint.
To support the Poland IM Team to achieve effective, agile IT service delivery
Work with the Poland IM team and the wider UK IM Service teams to ensure IT requirements are identified and resolved.
To work with & support the IM UK Project teams to identify business / IT requirements, define how services will be supported (service design) and support the delivery of new services to Poland.
To add Service Assurance to all Incidents & requests for overseas users ensuring incidents & requests are managed to suitable conclusion within specified timescales
To raise requests on the ITSM service management platform on behalf of all overseas users on a specific network.
To support the IM Projects & Networks team to deliver client & infrastructure services related to overseas support and development activities.
To support ISP (procurement) team to ensure all activities related to hardware / software requirements definition, purchase and delivery to support the IM Poland development activities
Create effective relationships with the key stake holders such that productive, collaborative, two-way communications are established
Identify and where agreed implement service improvements achieving a more effective, agile and/or cost-efficient service
Requests from overseas customers are raised and managed to completion within a timely manner and with a high level of customer service.
Incidents are resolved within specified service level agreements
Successful delivery of Service Improvement Plans
Full understanding of the ITSM toolset, including processes as per the IM BMS processes
Service key & performance indicators are achieved consistently

Skillset/experience required:

Effective communications and stakeholder management to the Poland team.

Critical analysis and evaluation of IT requirements
Managing the expectations and delivery of requested services to the Poland IM Team and customers.
Effective liaison from the Poland IM Team, and the UK based service teams and suppliers.
High level customer care skills
Good teamwork and stakeholder management skills.
Broad understanding of IT technologies across the range of services
Good understanding of Service Delivery activities and processes
ITIL knowledge and implementation
Ability to travel abroad to Poland and other international locations at short or reasonable notice

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