Senior Service Analyst

Recruiter
Essex County Council
Location
Chelmsford
Posted
18 Apr 2019
Closes
28 Apr 2019
Contract Type
Permanent
Hours
Full Time
Essex County Council (ECC) Technology Services is focused on ensuring current and future investment in technology maximises the opportunity to support ECC in meeting its strategic goals. To achieve this Technology Services are undertaking a major transformation programme which will create the conditions where employees, residents and businesses can collaborate, innovate and thrive.

We are looking to recruit passionate and experienced IT Professionals to assist in the design and delivery of Technology Services enabling us to deliver outstanding outcomes and experiences enabled by modern, connected technology.

The Senior Service Analyst works within the Supplier and Service Assurance Team and is accountable for working with a team of Service Analysts, providing mentoring for less experienced staff and providing management cover in the absence of the Supplier and Service Assurance Manager. Together the team manage the performance of ECC Strategic Suppliers delivering services aligned to the ITIL V3 lifecycle to ensure services are delivered to meet agreed service levels, are integrated to ECC IT Services and achieve continuous service improvement.

Please note: this is not a technology led role. The successful candidate might have a technical background which would enable them to understand the services being delivered by our suppliers and therefore underpin the contractual expectation of the service. Non-technical applicants who work logically and excel at understanding complex situations are encouraged to apply.

What's in it for you

* Make an impact on the lives of residents in Essex

* Be part of a new forward-thinking Technology Services Team in local government

* Engage directly with customers, suppliers and stakeholders to design and deliver meaningful, measurable technology change

* An excellent benefits package https://(url removed)/benefits

The kind of experience you might bring

• Able to demonstrate extensive experience in a Senior Service Analyst or equivalent role preferably working within a large local authority or with a private sector organisation delivering public sector services.

• Experience of managing and leading reviews of supplier performance. Undertaking of regular meetings to review performance and progress with suppliers to ensure they are adhering to their contractual obligations, such as KPI and SLA targets.

• Evidence of owning and driving continuous service improvement initiatives

• Excellent report writing and data manipulation skills used to produce management reports that provide analysis, feedback and actions based on trends and root cause analysis.

• Experience of managing and leading teams.

• A track record of working within effective teams delivering high quality services that have been proved successful in managing suppliers in meeting complex business requirements.

• A confident communicator who works well under pressure and has a positive and proactive approach at every level.

• Good written, verbal communication and presentational skills.

• Customer service orientated, facilitating customer feedback and concerns to drive service improvement.

Qualification certificates should be brought to interview

Essex County Council is committed to safeguarding and promoting the welfare of children and vulnerable adults, and expects all employees and volunteers to share this commitment.

We seek the best talent from the widest pool of people as diversity is key to our success.

Working for Essex welcome applications from all suitably qualified people regardless of gender, race, disability, age or sexual orientation.

Working for Essex is a trading name of Capita Resourcing Ltd. Services offered are those of an Employment Agency and Employment Business. Applicants will be required to register with us

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