Head of Support Services

Employer Information

Telefónica Tech

E: hr@telefonicatech.uk

T:

W: https://telefonicatech.uk/

The Head of Workplace Services will be responsible for managing the day-to-day service delivery of IT services via a team of geographically dispersed engineers. The successful candidate will have overall responsibility for managing the dedicated team, building processes, people management and ensuring customer satisfaction. The candidate will be highly motivated and demonstrate experience in planning, supervising, conducting, and executing complex tasks, assignments, projects and driving towards service excellence. Key Responsibilities: • Ensure contractual SLA’s are met & achieved on a daily basis, and to the customers satisfaction • Service delivery of end user computing within the Site Services function • Work closely with customers and Telefónica Tech Remote Team (e.g. Service Desks), to ensure delivery across the Site Services function, by aligning processes & procedures where necessary, sharing knowledge & performing analysis on trends & performance • Monitor & manage performance of vendors (where applicable), meet on a regular basis to perform service reviews & identify areas for improvement • Develop and maintain service delivery plans including, strategies, processes, tools, staffing etc. • Ensure Incidents, Service Requests, RFC’s are effectively prioritised and delivered, within agreed timelines and to the customers satisfaction • Drive continuous performance improvement by identifying and initiating process improvements for performance gaps across all Site Services competencies. • Lead the analysis of industry and market trends for end user computing service delivery and identify potential opportunities for improvement. Head of Workplace Services July 2022 2 • Ensure efficient and effective design and delivery of Site Services (including end user computing) technologies consistent with business goals, risk tolerance and IT standards. • Identify organisation requirements for resources, structures and changes necessary to support the successful Site Services IT services. • Identify, document within the SIP register & address all service deficiencies. • Identify and resolve unique issues where no policy exists, recommending actions to address new needs and/or issues. • Act as an escalation for customer queries, ensuring any are resolved with a satisfactory outcome for the customer. • Creating, contributing to and maintaining Site Services IT documentation including, Service Operation Guide for each site / customer.

  • Permanent
  • GB
  • Closing date: Monday 31 Oct 2022
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