Service Engineer Specialist - Sunbury - 8 months - £429 per day

Abbeywood International Recruitment Ltd
Sunbury-On-Thames, UK
20 May 2019
28 May 2019
Contract Type
Full Time
My Client a leading energy supplier based in Sunbury requires a Service Engineer Specialist

Role Synopsis

The service engineering specialist supports service delivery management and the service governance process by reviewing and acting on operational performance data for IT outcomes, service levels, KPIs and customer feedback.

The scope encompasses managing the delivery of services from internal and external providers to ensure optimal performance in line with agreed IT outcomes and levels of risk and resilience.

Typical activities include service level management, supplier management, supporting incident resolution, maintaining configuration management data, providing solution design quality assurance for enhancements and performing project/enhancement delivery roles based on area of expertise.

This role also provides feedback to process teams to support continuous improvement (eg for service management processes).

Key Accountabilities
  • You will work within the Digital Workplace Productivity & Collaboration portfolio, specially your role will be assigned to the Unified Comms Service providing Skype/Lync products to our end customers.
  • You will support the Service Owner by providing activity leadership related to the integrated delivery of the service/s and evolving catalogue of IT products offered and consumed - assuring the integrity of expected IT and business outcomes maintained - including the vendor management of our underpinning contracts.
  • You will ensure that Service/s operate appropriately and will execute Change/Projects in compliance with IT&S standards and regulatory requirements relating to: Security, HR, Ethics, Data Protection, HSSE, Policies, Legal entities and legislations.
  • You will manage the Service Performance and relevant reporting activities related to the services/products offered. You will help advance the company's technology-related transformation by drawing meaningful insights from data and use these to support innovation and the delivery of iterative solutions.
  • You will aim to protect, evolve, innovate, enhance and optimise the service/s managed, the products offered and the overall customer experience.
  • You will develop a deep knowledge of your E2E Service Model and will build and manage collaborative relationships to improve the overall quality of the service. and effective Ways of Working that work to maximise value of underpinning Resources (Technology, Contracts, People); simplify and optimise delivery, and enhance the products offered.
  • You will lead the development, maintenance and dissemination of Knowledge and Communications required by Customers and Support channels to effectively adopt, consume and support changing Products and Services.
  • As an experience Service engineering professional, you will develop leadership skills through activity, supplier and resource management; identification and support of team development needs, and mentoring - with a focus on enabling the success of others.

Essential Education

ITIL Service Management certified with preferable Bachelor's (or higher) degree from a recognized institute of higher learning, ideally focused in Business IT or Computer Science, MIS/IT, or other STEM related subjects.

Ideally experienced in service management of global services within a large corporate enterprise environment, and preferably managing a service within a Unified Communications service portfolio.

Essential Experience and Job Requirements

Technical capability:

Primary Skills

Service level management (4)

Contract management (3)

ITIL core processes (4)

Relationship management (4)

Customer Service Support (4)

Secondary Skills

Business process improvement (4)

Business risk management (4)

Service acceptance (4)

Technical specialism (3)

Tertiary Skills

Application support (2)

Business capability:

Service Management

Leadership and EQ:

For those in team leadership positions (whether activity or line management)
  • Always getting the basics right, from quality development conversations to recognition and ongoing performance feedback. Has the ability to develop, coach, mentor and inspire others
  • Ensures team compliance with the companies Code of Conduct and demonstrates strong leadership of the companies Leadership Expectations and Values & Behaviours.
  • Creates an environment where people are listening and speak openly about the good, the bad, and the ugly, so that everyone can understand and learn, so that everyone can understand and learn.

All role holders
  • Embraces a culture of change and agility, evolving continuously, adapting to our changing world.
  • Effective team player who looks beyond own area/organisational boundaries to consider the bigger picture and/or perspective of others.
  • Is self-aware and actively seeks input from others on impact and effectiveness
  • Applies judgment and common sense - able to use insight and good judgement to enable commercially sound, efficient and pragmatic decisions and solutions and to respond to situations as they arise.
  • Ensures personal compliance with the companies Code of Conduct and demonstrates strong leadership of the companies Leadership Expectations and Values & Behaviours.
  • Cultural fluency - actively seeks to understand cultural differences and sensitivities.

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