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ICT Service Owner

Employer: London Borough of Hillingdon

  • Reference: LBH3455
  • Published on: Thu 15/06/2017 11:00 AM
  • Closing on: Thu 29/06/2017 23:59 PM
  • Working Pattern: Full Time, Permanent
  • Hours:
  • Salary: £32628 - £36372
  • DBS Check: No
  • Location: Civic Centre, Uxbridge, UB8 1UW
About Hillingdon Hillingdon Council: Putting our residents first. Information and Communications Technology plays a crucial role in delivering and supporting the huge range of services provided by the London Borough of Hillingdon to our Residents. The London Borough of Hillingdon is transforming its ICT structure and introducing Agile Working Practices to advance technology and digital services. This transformation is taking place whilst effectively maintaining the on-going delivery of high quality ICT services and digital capabilities enabling us to continue providing excellent services to our Residents. These are exciting times for ICT in Hillingdon and we are looking to fill a number of posts that can assist with embedding these changes. About the job The ICT team is looking to appoint an ICT Service Owner to work as a senior agent on the Service Desk. As the Service Owner, you will be responsible for the management, performance and acceptance of services (OAT) into the service catalogue. You will manage a range of services throughout the entire service lifecycle and be responsible for the service strategy, management, performance and continuous improvement of services. You will be experienced in relevant services, with the ability to provide expert support and advice to Service Desk Agents and handle any advanced service request or incidents. In addition, you will regularly meet with the counterparts and business users to discuss the performance of the service and performance against SLA’s and OLA’s. It is a busy and often demanding role within an excellent working environment and a friendly team. This role is predominantly office based although occasional visits to a user's location are required. As some external site visits may be required, you will need to have a full clean driving licence and the use of a car or the ability to travel independently around the borough. You will be working on a rota basis covering the hours of 8.00-5.30, i.e. Monday to Friday excluding Bank Holidays. About the person As a Service Owner, you will have a broad range of experience, knowledge and skills in various systems, including: - Knowledge of ITIL and its practical application. - Knowledge of the Agile project management process. - Experience of management, performance and acceptance of services (OAT) into the service catalogue. - Experience improving an ITSM tool. - Experience of resolving advanced Incidents and Service Requests, ensuring service levels are met. - Experience in various ICT technologies (Citrix, Active Directory, VPN, Google GSuite etc) - Ability to act as a senior agent on the Service Desk Team, deputising for the ICT Service Desk Manager as required. - Excellent customer service skills. In addition, you will be an excellent communicator, with an ability to maintain a positive, client focused image whilst working determinately to resolve requests and incidents. You will be an individual who is capable of working effectively alone, and as part of a team. Additional information Disability Confident Employer & Chartered Institute of Public Finance & Accountancy Additional Information continued Disability Confident Employer & Chartered Institute of Public Finance & Accountancy
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