Boeing Defence UK, a wholly owned subsidiary of The Boeing Company, seeks a Service Support Team Lead to take responsibility for Incident Management, Problem Management, Access Management and Service Request Management. The post will report to the Service Support Manager.
The Service Support Team Lead is the initial escalation point for the day to day communications with our main suppliers IBM, HP and Steria in support of Service Ops matters.
The Service Support Team Lead will be responsible for the BDUK Service Ops representation and input into the weekly Log NEC Service Review Meeting.
In addition the post is responsible for ensure all Service Support areas are properly represented at meetings with the MOD and our suppliers
The position is located in Bristol, UK. Travel to manage distributed team and to provide appropriate direction/leadership across sites is required.
Policy and supporting processes ensuring best practices are fully adhered too across all areas of Service Support.
Manage support staff and underlying functions
Through reactive activities, identify, investigate and resolve service issues with minimum business impact
Through trend analysis and proactive activities identify and address preventable service issues
Develop, maintain and liaise with key process owners and support teams making support recommendations
Co-ordination of major and high business incidents and problems
Produce management information
Manage day to day team priorities and work activities delivering to service and support requirements
Be able to make risk-based judgements around solutions through good analytical skills and disciplines
Work well with internal support teams, whose seniority and technical knowledge will range widely
Work professionally with key third party suppliers ensuring Service Support matters are progressed to a successful conclusion
Fully support key ITIL disciplines e.g. Change regards forthcoming releases & potential service problems
Provide support & guidance to all staff at appropriate levels leading by example
Act as initial escalation point for Service Support Processes.
Ability to learn in-depth knowledge of a wide variety of hardware and software systems
Ability to remain calm under pressure or through demanding challenges & customers
Analytical & fault finding
Communications (written & verbal)
Empathy with customers
Good ITSM process and organisational strategies
Proficient in the Service Management life-cycle, through inputs, activities and outputs
Implementing & maintaining Service Management process and functionality along side ITSM tool set
Other key ITIL processes and support functions
Experience/qualifications in key areas include:
Service Operations experience within a multi-disciplined Operational environment with a proven track record of having demonstrated key IM competencies
HP BTO SM tool (or equivalent)
Proven experience of working with multi-vendors via T2/T3 resolvers groups and support processes
SC clearance or ability to obtain MoD clearance