Website Admiral Group Plc

This Job Listing is about Admiral Group Plc in Cardiff,Wales,UnitedKingdom 2022

About the job

<!--> The Head of IT Service Desk Operation is required to line manage and support the teams working in the service desk area. You will be responsible for the performance of the service desk, ensuring we are meeting customer need and achieving targets and KPI’s. You will drive continuous improvement and work closely with our customers and other teams within Is to ensure that our services align to their needs. You will understand organisational culture, leading to improving the quality, productivity and efficiency of the service desk to ensure that goals are achieved. You will be accountable for multiple teams within the service desk covering incident management, request management, and value realisation. Main Duties You will be responsible for driving and improving the performance of the Service Desk to meet ever increasing business demand and requirements. You will be expected to deal with all aspects of line management and support for the team managers in the area. This includes coaching/mentoring, personal development and performance appraisal/feedback (both ongoing and formally at annual appraisals). You will act as an escalation point for the team managers. It is essential that the role holder has a good understanding of the role of a manager, the challenges they face and the support they require. You will understand the intricacies of staff motivation, incentive, reward and delegation. You will be expected to take part in senior management forums for IT, and to contribute to IT strategy. You will also be expected to update operational and team management forums on the progress and performance of the teams working within the IT Service Desk. You will report to the Head of Corporate Services. Other Duties Include

To perform regular 1 to 1s with each team manager
Working closely with customers to improve the service we provide
To perform annual appraisals with each team manager
To take a proactive role in reviewing processes, tools and technology to ensure optimum delivery capability
To ensure there is a focus on continuous improvement in the team
To be pro-active in seeking out solutions to issues being experienced by team manager
Maintain relationships with designated stakeholders, and our customers
To plan and assist with recruitment to ensure targeted staffing levels are maintained
To adopt a quality focussed approach
Identifying trends and assisting with problem resolution
Work with new Service introductions that have impact on the desk
Managing customer escalations
Ensuring SLA’s and KPI’s are relevant and achieved
Preparing and managing budgets
Overseeing IT and staff feedback
Implementing new and continually evolving ITSM tooling
Working to automate where possible

Responsibilities In addition to these responsibilities the role holder will also be required to participate in management initiatives as deemed appropriate by the Head of Corporate Services, including but not limited to

Company and IT KPI and quality initiatives
Business requirement prioritisation meetings
Ad-hoc strategy meetings
Team manager forums

This is not a full definition of the role but covers the main aspects and drivers for success. Desirable Experience and Qualifications Required

Commercially aware
ITIL qualified
Previous experience of managing a Service Desk

Essential

Previous experience of managing team manager level or above
Service management experience
Strong resource management skills, including staff appraisal and performance management
Excellent time management skills
Experience of mentoring and coaching
Demonstrable and effective delegation of tasks whilst conforming to service level/quality agreements
Exceptional customer service skills

Behavioural Competencies Communication

Able to communicate with employees of all levels including senior management.
Excellent oral and written communication skills.

Solutions Driven

Focus on providing solutions to problems.
Continually look for ways to improve the service being provided.

Challenging

Be prepared to challenge the status quo and make suggestions for improvement.
Be willing to voice an opinion on all matters whilst being receptive to feedback.

Motivation

Able to motivate and create a positive and proactive environment for team members.

Team Work

Take a proactive lead in creating a supportive team environment.
Readily be available to help support the team.

Time Management

Well organised and able to prioritise tasks.
Able to manage workload correctly with little supervision.

Organised

Able to plan work efficiently and effectively.
Plan and prioritise work appropriately.

Decision Making

Ensure decisions are objectively justified and made in confidence.
Understanding of the impact of decisions for the team and the business.

Our Commitment to You At Admiral, we are committed to being a diverse and inclusive workplace. Admiral is proud to be an equal opportunities employer and does not discriminate on the basis of race, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), national origin, gender, gender identity, sexual orientation, disability, age, or any other legally protected status. All qualified applicants will receive equal consideration for employment. Salary, Benefits and Work-Life Balance We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package. At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we have consistently been voted one of Sunday Times Best Big Companies to Work For in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible. All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation. You can also view some of our other key benefits here. -->
Company: Admiral Group Plc
Vacancy Type: Full Time
Job Location: Cardiff,Wales,UnitedKingdom
Application Deadline: N/A

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