Director of IT Service Management
hace 3 semanas
**Who we are**
The Workshop is a tech company that develops intuitive software for the online gaming industry. Our motto is to move “Fearlessly Forward” together. Cooperative innovation is at the center of everything we do - from our games, new products and technologies, to how we collaborate and share inspiration with one another.
**What we believe**
We understand that great ideas come from great people, and great people thrive when they’re trusted to challenge, change, improve, and perfect our products and processes. Our forte lies in the diversity of our skills - and that comes from the diversity of our people.
**Our commitment to you**
**Summary**
This is an exciting opportunity for an experienced IT Service Management professional with experience in incident management, service request management, change management & problem management processes to help us to expand and enhance our customer service offering & achieve our goals of exceptional customer service & customer centricity.
Thinking strategically rather than tactically, you’ll quickly need to build strong partnerships with our key internal and client stakeholders, and clearly articulate how to drive quality and efficiency improvements across the support services you will be running from geographically diverse locations. Equally important is how you work with leadership across our Engineering and Product teams to seamlessly harness our 2nd line support services and beyond, driving tangible incremental improvement with clearly communicated metrics and processes.
You will be able to set up and communicate clear processes to manage internal and stakeholder escalation for major incidents, but be equally capable of breaking through process and visibly taking the lead should an alternative approach be required. You will have good industry knowledge and select and implement the necessary tooling to drive customer service, achieve automation & achieve operational best practice.
**What you'll do**
- Lead a team of professionals in delivering software development-based Service Management services to a range of growing business partners.
- Define a scalable and flexible 24x7 support organisation with clear roles and responsibilities for the teams
- Work closely with our IT services and our Product and Engineering teams to define and optimise internal processes
- Successfully transform customer engagement by delivering best practice to improve the overall quality and efficiency of the services provided to our business partners
- Accountable for building, publishing and the utilization of a well-defined service catalogue
- Agree and publish Service Level Agreements (SLAs), and supporting Operating Level Agreements (OLAs). Provide quality reporting against these, and drive incremental improvements.
- Develop key performance measures, identify and deliver tangible service improvements
- Ensure appropriate incident post-mortems are conducted and shared, influencing across our organisation to ensure lessons are learned and appropriate improvements are delivered
- Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders
- Define and prioritise the roadmap for the teams, aligned with the corporate OKRs and business needs
- Drive the teams to be sympathetic to customer requirements and effective in achieving either automated, direct, or indirect delivery as required
**What you'll bring**
- Excellent communication skills with the ability to engage, influence, and inspire internal teams & stakeholders to drive collaboration and alignment
- Self-starter - plans and carries out responsibilities with mínimal direction, takes the initiative and personal accountability for success of your function
- Experience in effectively operating support services in a B2B environment
- Demonstrated experience in leading process improvement and organization change initiatives.
- Proven expertise and overall responsibility in customer service and contact centre services
- Excellent presentation, time management, and collaboration skills
- Motivated, goal oriented, persistent and a highly skilled negotiator
- Instinctively knows when to step in on major incidents, handles stressful situations effectively and calmly
- An established background in launching software or support services in partnership with engineering teams
- Expert knowledge of utilising the ITIL (or similar) framework
- High degree of proficiency in an organisation working with Agile principles
**What's in it for you**
- Inspiring and fulfilling work at an innovative and values-driven company creating cutting-edge tech
- Attractive salary and customisable benefits package
- Flexible working hours and ways of working
- Contemporary and accessible office environments with a range of workplace perks
- Six weeks’ paid leave for every four years of service
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