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We understand the importance of a job in peoples lifes and we want to help them find work that feels good. And we’ll help them continue to grow as their needs and ambitions change.

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We believe that talent grows when presented with opportunity and this is why we encourage our people to think beyond their role. We have created a culture that enables talent to flourish, encouraging entrepreneurship, fostering team spirit, and continually building mutual trust.

• Leads the delivery of services consolidated into key programs and agreements, ensuring alignment with goals, budget, and plans. Provides advanced knowledge, guidance and operational oversight to ensure effective implementation and management of service management processes. Facilitates collaboration among teams and stakeholders to meet agreed service levels and contribute to the development of process improvements and strategic initiatives

• Develops and maintains a series of internal and external stakeholder relationships to stay aware of the evolving requirements of the business and technological developments. Acts as a key escalation point to resolve issues of high complexity relating to the specialism and ensures effective service delivery in line with agreed outcomes

• Analyzes and acts on management information (MI) and relevant data to support activities for the specialism. Develops and implements recommendations for improving effectiveness and efficiency. Drives efforts to identify and apply continuous improvement initiatives, ensuring alignment with departmental standards and objectives

• Ensures compliance with IT service standards, policies, and procedures while offering advanced technical expertise and guidance to improve operational processes. Drives the implementation of best practices and facilitates the development of procedures to enhance performance. Collaborates with cross-functional teams to ensure consistent adherence to established guidelines and drives continuous improvement initiatives within the area of responsibility

• Manages the performance of multiple service level agreements (SLA). Leads improvement plans and service provider discussions in case of under performance or SLA breaches. Reports to stakeholders on SLA performance and ensures corrective measures are effectively implemented. Conduct regular audits and advise on improvements to meet SLAs

• Oversees the entire vendor selection process, from defining selection criteria to final decision-making. Develops and implements vendor selection strategies that align with long-term IT service management goals. Conducts in-depth evaluations of vendor capabilities, performance history, and financial stability. Leads cross-functional teams to ensure comprehensive assessments and drives the negotiation of favorable contracts

• Ensure comprehensive risk frameworks are in place. Conduct risk reviews, enforce compliance, and advise leadership on mitigation strategies

• Oversee the evaluation of risks associated with outsourcing and integration. Ensure these changes support compliance requirements and broader business strategies

Grade Descriptor

• Requires specialized knowledge and expertise in their own job discipline and deep experience in integrating related disciplinary knowledge

• Identifies applications of technical and/or functional knowledge and existing methodologies to lead others to solve complex problems; provides advice on a wide range of issues within area of subject matter expertise

• Contributes to setting standards around which others will operate within area of expertise

• May act as advisor to management and key external stakeholders on broad ranging projects

• Impacts policy development affecting multiple areas, linking with other parts of the organization function and across business areas or a segment, to ensure achievement of customer, operational, project/program, business or service objectives

• Communicates difficult concepts and negotiates with others to influence decisions

Is this the job for you? We would love to hear from you! Please apply directly to the role and we will get in touch with you.