ROLE PURPOSE

As the Service Excellence Lead you will be part of the D&T EMEA leadership team and will be fully accountable for defining and implementing the service excellence strategy across our level 1 and 2 IT support operation to deliver first class services to our business.
You will support service management and improvement projects, developing process with the aim of improving productivity and efficiency in the team. You will build strong relationships with wider stakeholders and be responsible for customer service engagement and improvements.
You will aim to provide a professional service for our business ensuring that all technical services are being delivered in line with organisation goals, quality, governance, and process.
The IT Service Excellence Lead is essential for ensuring that IT services exceed expectations and will play a critical role in enhancing the overall quality and reliability of IT services across the organisation.

OUR AIM FOR THE ROLE -

Understand our business and make customer focus part of our team culture.
Support the creation and development of processes with a service excellence focus.
Equip our teams to deliver on excellence and measure that performance.
The role will focus on key areas around -
Business impacting issues escalation/resolution support
Process development improving productivity and user support (focus on ServiceNow)
Service Improvement projects both internal and vendor supplier services
Team development