Digital Service Support Manager

Recruiter
Sopra Steria Recruitment
Location
Swansea (Abertawe)
Posted
10 Apr 2019
Closes
21 May 2019
Contract Type
Permanent
Hours
Full Time
Digital Service Support Manager - Swansea

£30,000 - £33,000

Do you have a background in Digital Service Support Manager? As a Digital Service Support Manager can you offer exceptional stakeholder management skills? We are currently recruiting for a Digital Service Support Manager to join an IT Operations team. As a Digital Service Support Manager, you will be responsible for a team who provide effective and efficient support for internal and external customers on a range of digital services. The Digital Service Support Manager will consistently ensure excellent customer experience is provided by the Digital Services Support Team. Building close working relationships with Internal Stakeholders across the Agency. As the Digital Service Support Manager, you and your team will address service issues, providing customer guidance and support.

Digital Service Support ManagerIdeal Candidate

  • Experience of working within an Operational Delivery environment or Helpdesk Management role
  • Experience of managing a team, driving performance and customer service excellence
  • Ability to communicate with colleagues of all grades and have the ability to build good working relationships with your internal and external stakeholders
  • You will thrive in an environment that promotes continuous improvement and be able to contribute to the development and continual enhancement of the services your team provides
  • Skills Framework for the Information Age (SFIA) - Relationship Management - Level 4
  • Skills Framework for the Information Age (SFIA) - Customer Service Support - Level 4
  • Proactive worker with a positive mindset with the willingness to adapt to change and drive continuous improvement across the team
  • You will be highly confident and have the ability to remain composed whatever the situation
  • An ability to horizon scan and assess how the skills on your team align to future deliverables

Digital Service Support ManagerRole Responsibilities

  • To effectively manage the Digital Services Support Team in delivering support of online services
  • To assist in the development, implementation, maintenance and continual improvement of policies, processes, procedures and standards
  • Ensure services, and the support of them, meet its business/customer needs. Agreeing and producing communications when appropriate
  • Actively participate in any projects or project stakeholder meetings to ensure that business requirements and interests are effectively represented
  • Contribute to CI, gathering and sharing customer feedback, and identifying fit for purpose CI opportunities. Undertaking failure and performance analysis to iterate change
  • Work closely with Continual Service Improvement to ensure all activities are continually reviewed and improvements are made where necessary
  • Build and maintain positive relationships and effective engagement with key stakeholders within a specific business service domain or business area
  • Encourage and promote best practice, particularly in customer service orientation and data sharing. Build effective communication channels with Internal and External stakeholders/customers
  • Provide management to multi-disciplinary team assessing team/self regularly assessing skills and behaviors against skills matrix and Competency Framework to facilitate training and development requirements
  • Conduct and contribute to Performance Management of team/self
  • Follow Performance Management guidelines/best practice, recognising and rewarding good performance and behaviors, or alternatively addressing and managing under performance/unacceptable behaviors. Oversee and support effective absence management

Sopra Steria Recruitment is committed to barrier-free and inclusive recruitment. We are a Disability Confident recruiter, and a RIDI 100 and Business Disability Forum partner organisation.

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