Job Description
We have a fantastic opportunity for a Service Operations Lead to join our team based in London on a 12 month FTC. This role offers flexible working with the occasional requirement to travel to our London and Stockport hubs, therefore, we will be accepting candidates nationally. The salary on offer is from £70,000 with eligibility for up to 10% bonus.
you will be responsible for leading service operations delivered by the customer facing support teams across multiple NHSPS locations. The Service Operations Lead will work with external partners and internal support teams and be responsible for all aspects of Service Desk and EUC service operations ensuring delivery of services in line with business requirements achieving high quality and positive outcomes for service consumers.
The role is broad in scope and requires levels of experience in a number of areas, Service Desk Management, Knowledge and demonstrable experience of operating and maturing key ITIL processes and upskilling teams both technically and service management fundamentals.
Key Responsibilities
- Day to day management of IT Service Desk and End Users Computing Services teams focusing on service excellence.
- Adopt, educate and improve ITIL best practices for incident, request, change, problem, asset, configuration, and knowledge management.
- Act as the first point of escalation, owning and managing any escalations through to resolution.
- Own the schedule and manage resources needed to provide effective onsite deskside support at key NHSPS locations.
Experience to succeed in this role:
- Industry Recognised Computing qualifications
- 3 Years’ experience managing service desks either as a service desk manager or service delivery manager
- Experience of managing a team of 8+ analysts, 30,000+ support tickets annually
- ITIL Service Management Framework
- Microsoft product suite
- Cloud based services model
- ITIL v3/v4 Foundation / Intermediate levels
We understand how important life is outside of work so, as well as a competitive salary and 27 days annual leave, we’ll support you, wherever possible, so that you don’t miss out on what truly matters to you.
If you do ever need a little bit of extra help we have a great employee assistance programme, financial well-being support and access to great discounts with leading high street names with the bluelight discount card.
Our range of network groups are also there to support you to truly be yourself at work and play a key role in helping shape our future. We ‘hire for attitude and train for skills’ providing opportunities for our people to develop & progress their careers at all levels through our Professional Excellence Framework.
If you are a member of a professional body we’ll pay for your membership and once you get your digital kit you’ll be good to go in one of our great offices (or at home!)
Who are we?
We are part of the NHS family with 6,000 professionals supporting over 3,000 healthcare properties across England. Our purpose is to enable excellent patient care by being the best property and facilities provider to the NHS.
Our services include estate strategy and optimisation, property management, facilities management, property development and construction project management. We help support millions of patients and NHS colleagues in collaboration without 7,000 customers who range from Integrated Care Systems, health providers, charities and more.
Our culture and values seek to place our NHS colleagues and their patients, at the heart of everything we do.
We celebrate diversity, and we are working hard to create an inclusive environment where people love to work and can fulfil their potential.
We would encourage all applicants to apply as soon as possible as we may close vacancies early should we receive a high number of applications.
Best of luck with your application!