In this role, you’ll work in one of our IBM Consulting Client Innovation Centres (Delivery Centres), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centres offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
We offer:
- Regular and frequent promotion and progression opportunities to ensure you can drive and develop your career with us
- Feedback and checkpoints throughout the year; no one off annual reviews here
- A multitude of training opportunities from classroom to e-learning, mentoring and coaching programs as well as the chance to gain industry recognized certifications
- Diversity & Inclusion as an essential and authentic component of our culture through our policies and process as well as our Employee Champion teams and support networks
- A culture where your ideas for growth and innovation are always welcome
- Internal recognition programs for peer-to-peer appreciation as well as from manager to employees
- Tools and policies to support your work-life balance from flexible working approaches, sabbatical programs, 1 month paid paternity leave, 16 weeks fully paid maternity leave and an innovative maternity returners scheme
- More traditional benefits, such as 25 days holiday, a gym discount scheme, online shopping discounts, an Employee Assistance Program, a group personal pension plan of an additional 5% of your base salary paid by us monthly to save for your future.
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
Responsibilities:
- Oversee and manage the day-to-day operations of the service desk team, ensuring high standards of customer service and efficient resolution of incidents, changes, and problems.
- Act as the primary point of contact for escalated issues from the L1 and L2 service desk teams, providing expert advice and guidance.
- Ensure compliance with ITIL processes, procedures, and standards across all service desk activities. Develop and implement strategies to continually improve service desk performance and efficiency.
- Manage and prioritize incoming service requests, effectively balancing resources to meet Service Level Agreements (SLAs) and resolve issues in a timely manner.
- Provide technical leadership and mentorship to L1 and L2 service desk staff, fostering a culture of continuous learning and professional development.
- Collaborate with other technical teams and stakeholders to troubleshoot complex customer issues, ensuring swift resolution and customer satisfaction.
- Oversee and participate in on-call rotations, providing 24/7 support during high priority incidents.
- Monitor and report on key service desk metrics, using data to drive process improvements and strategic decision-making.
- To handle incoming technical support incidents requests and changes.
- Management of personal call queue ensuring calls are closed in a timely fashion.
- Provide updates and ensure ongoing customer communication is maintained.
- Resolution of calls including password resets and ordering hardware parts.
- Escalation of calls to 2nd & 3rd Line Team as necessary.
- Provide excellent customer service.
- Work with other internal teams (3rd Line Technical Delivery Teams Development Projects etc.)
- Assisting with service management reporting on previous month’s quality of service.
- Helping drive continuous improvement in processes and helping ensure SLAs are met in key metrics.
As an equal opportunities’ employer, we welcome applications from individuals of all backgrounds. However, for you to be eligible for this role, you must have the valid right to work in the UK. Unfortunately, we do not offer visa sponsorship and have no future plans to do so. You must be a resident in the UK and have been living continuously in the UK for the last 10 years. You must be able to hold or gain a UK government security clearance.
- Bachelor's degree in Computer Science, Information Technology, or a related field. A relevant certification such as ITIL v4 Foundation is preferred.
- Experience in IT service management, with at least 2 years in a leadership capacity, preferably in the public sector.
- Demonstrated expertise in database management, various operating systems (Windows, Linux, etc.), and multiple programming languages (Java, Python, SQL, etc.).
- Experience with incident, change, and problem management, along with production monitoring tools such as IBM Tivoli, BMC Remedy, or ServiceNow.
- Proficient understanding of networking concepts and protocols (TCP/IP, DNS, DHCP, etc.)
- Experience with virtualization technologies (VMware, Hyper-V, etc.) and cloud platforms (AWS, Azure, etc.) is a plus.
- Excellent communication and interpersonal skills, with the ability to build and maintain strong relationships with both technical and non-technical stakeholders.
- Ability to thrive in a fast-paced, dynamic environment, dealing effectively with high pressure and tight deadlines.
- ITIL v4 Certification (or equivalent) is highly desirable.
