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Service Delivery – Level 1 – Contract – Central London
My client are looking for a Service Partner, to oversee all Level 1 support activity, and where necessary, drive improvement of day to day delivery of key Consumer IT services.
This position is an integral member of the wider Digital team and will be highly visible, working across every team to ensure alignment and drive both efficiency and effectiveness. It is essential that the role holder is a highly collaborative individual capable of working with others to drive successful outcomes.
The Team and company
My client is a global consumer company going through a huge transformation. This role will be part of their Digital Infrastructure and Operations team. DI&O will play a big part of this journey by protecting, operating, improving and automating this platform.
Manage the vendor to ensure the satisfactory management of all incidents, problems, service requests (including Ussr Access Management), and the provision of 24×7 Triage and Level 1 Incident Management across multiple global markets, through dedicated skill sets delivering the services to agreed SLA’s.
Working collaboratively with our Service Engineering team, you’ll have the opportunity to contribute to improvements in the service, driving a level of exceptional customer satisfaction.
Through systems thinking and re-designing support, a key focus is on improving the customer experience and driving Self Service & Automation.
Own all Level 1 activities, including Major Incidents
Collaborate with other teams to deliver a holistic and co-ordinated set of continuous improvement initiatives specific to Level 1 activities.
Actively manage and work in partnership with the vendor to ensure adherence to contractual SLAs.
Act as ‘the voice of the customer’ owning any improvement initiatives, and ensuring continual communication on status and timeframes.
Measuring effectiveness of the vendor Level 1 service through CSIs/KPI’s and create improvement plans where needed to.
Act as a direct contact for escalation for vendor, and to help manage through issues, and during major incidents.
Service Delivery- Level 1 – Contract – Central London