Enterprise Solutions Service Lead -Managing 3rd line Support

Michael Page Technology
£50k - £51k pa
14 Nov 2017
01 Dec 2017
Contract Type
Full Time

The Enterprise Solutions Service Lead is responsible for managing the 3rd line support for the following technology areas:

Experienced in managing and supporting Enterprise Applications such as Document Management, SAP solutions or MS Dynamics.

Client Details

I act as a preferred supplier to our professional service company and one of the Big Four auditors.


Experienced in managing and supporting Enterprise Applications such as Document Management, SAP solutions or MS Dynamics.

The candidate must be capable of working on their own initiative within my clients procedures and guidelines whilst being capable of working under pressure to provide a quality service to the firm.

The successful candidate will need to establish contacts around the firm at all levels and also maintain relationships with suppliers, service providers and maintainers.

The role will require a thorough understanding of industry trends and opportunities and will be expected to apply these to the development of the Enterprise Solutions strategy for the UK firm in conjunction with the CTO function.

The role is responsible for managing IT Services relationship with external providers and suppliers.

Strong people skills are essential, with proven experience in successfully managing teams.

The role inputs into the IT Service Operations functions, in particular Capacity Management and IT Service Continuity Management.

The role reports to the Application Operations Manager



The Enterprise Solution Service Lead manages the team responsible for the day to day delivery of ITS Enterprise Application services. They are accountable for ensuring the service provided through the team is in line with business expectations and delivers sustainable performance and availability.

Specific responsibilities include:

Provide capacity management, ensuring systems are capable of delivering services without unsustainable excessive utilization.

Resource Management of the team

Monitor and report on service performance against OLA

Liaise with internal and external service line managers to understand changes to the technology and service constraints.

Provide input into the operational budget, highlighting necessary investment to ensure the technology roadmaps are adhered to.

Work with Technical Architecture to understand and input into the company content management strategy.

Providing assistance for the other Resolver Groups and company IT Services partners in the delivery of their solutions to customers.

Strong communications skills, written and verbal, within and across teams, up through executive channels and across vendors and third parties.
Ability to Develop and explain complex operational management information
Appetite to lead a team in a unpredictable, high decision volume, evolving environment
Strong organisational skills
Ability to work under high pressure
Ability to work as part of a team and operate in a team oriented environment
Ability to manage incidents and service failures, including escalation where necessary

Qualifications and Previous Experience:

Experienced in managing and supporting Enterprise Applications such as Document Management, SAP solutions or MS Dynamics.
Experience of service operations management with particular focus on development and implementation of ITIL processes
Ability to report at senior level across multiple processes, focusing on the key operational data
Experience of capacity and availability management and reporting
Experience of establishing full change and release processes and management across a large and complex IT enterprise
Experience of leading BCP\DR processes with the ability to ensure processes are relevant to critical business requirements in the event of an emergency

Job Offer

Watford, Enterprise Services Lead, Consulting

This job was originally posted as www.jobsite.co.uk/job/959538746