As the subject matter expert I have responsibility to establish, analyse and modify ITIL process to ensure delivery of ITIL functions through analytics, reporting and automation to aid implementation of innovative IT solutions. Designing proactive measurement methods, metrics and complex automation to support the continual improvement of service provision and all supporting processesManagement responsibility for the organisation, provision and improvement of processes, procedures and systems to support the delivery of services to ITIL standards and industry best practice. The role combines multiple complex and challenging aspects given responsibilities, accountability and overall ownership of several ITIL practices through Service Strategy, Design, Transition and Continual Service Improvement.Overall responsibility for all Changes Management to the infrastructure and managed services ensuring tools are available, staff are trained and adequate supporting documentation is available and up to date. Ensuring all changes are assessed for their impact on service levels, including SLAs, OLAs and underpinning contracts. Required to have an in-depth awareness of the role IT and ITIL plays in enabling the business objectives to be met, using technical understanding, creativity and experience to directly interact with product specialists, business stakeholders and business owners to define, design and implement technical and non technical IT improvements.

Responsible for the effective management of the Service Management Team. Implementation, control, review and audit of service provision to meet customer business requirements. This includes negotiation, implementation and monitoring of service level agreements, seeking continually and proactively to improve service delivery.Implementation and management of the Configuration Management process, applies and maintains tools, techniques and processes for identification, classification and control of Configuration Items and ensuring related information is complete, current and accurate across the ICT estateImplementation and management of the Operational Capacity process across the ICT estate. Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures.Puts in place and maintains procedures and tools for the appropriate monitoring of all ICT Services. Ensures that appropriate tools are available and that staff are trained to use them, and that adequate documentation for the services supported is available and kept up to date.Implements policy to ensure ICT Services is capable of supporting current and future needs of the Authority and improves the quality of services delivered.Responsible for the implementation of processes and procedures, tools and techniques for monitoring and managing the performance of allocated ICT services, in respect of their agreed contribution to business performance and benefits to the business. Monitors performance and takes corrective action where necessary.Ensures that processes are in place to manage and maintain the Service Catalogue and the configuration management database.Contributes to the preparation for new or changed services, adherence to the defined change process and the maintenance of regulatory, legal and professional standards.

Overall management of a Technical Service Desk team of five analysts supporting a number of content and clinical based software applications primarily utilised within the NHS, local government and NFP sectors. This includes a cloud hosting infrastructure with 100+ servers.Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.• Lead and manage a team of 5 technical service analysts.• Develop and implement customer service policies and procedures.• Define and communicate customer service standards.• Review and assess customer service contracts.• Oversee the achievement and maintenance of agreed customer service levels and standards.• Direct the daily operations of the customer service team.• Plan, prioritize and delegate work tasks to ensure proper functioning of the department.• Ensure the necessary resources and tools are available for quality customer service delivery.• Review customer complaints and track complaint resolution.• Handle complex and escalated customer service issues.• Monitor accuracy of reporting and analyse data to determine customer service outputs.• Identify and implement strategies to improve quality of service, productivity and profitability.• Liaise with company management to support and implement growth strategies.• Co-ordinate and manage customer service projects and initiatives.• Ensure budget requirements are met.• Evaluate and performance manage staff.• Identify and address staff training and coaching needs.

My responsibilities include overall management of a Technical Service Desk team of three analysts supporting our Web Content Management System Easysite which is primarily utilised within the NHS, local government and NFP sectors. This includes a cloud hosting infrastructure with 50+ servers.Plan, co-ordinate and control the activities of the customer service team to maintain and enhance customer relationships and meet organizational and operational objectives.• Lead and manage a team of 3 technical service analysts.• Plan, assign and monitor work tasks for optimum team efficiency.• Perform quarterly staff performance evaluations.• Identify and address development needs.• Develop staff training programs and reference manuals.• Formulate and implement customer service policies and procedures.• Analyse data to identify strategies for improvement of service and productivity.• Ensure the consistent achievement of customer service levels and standards.• Resolve escalated customer service issues.

Diagnostics and resolution of technical questions through phone and email interaction.

Diagnostics and resolution of technical questions through phone and email interaction.