Contact Centre as a Service

As Supplier Performance Manager I am accountability monitoring the delivery of IT services to employees across RWE businesses by the Workplace Service Provider. Workplace covers IT services which enable the end user to use desk-side services and support functions:• Service Desk Services – Incidents logging and resolution \ Ordering of IT Equipment and Services• Desktop Client Service – End User incident Resolution \ Installation and delivery of End User IT Equipment and Services• Desktop Application Services – Management of the Desktop Estate by maintaining and updating the PC’s and the rollout of applications.• IT Service Management Services – Managing Major Incidents and Problems through to resolutionThe key responsibilities include: • Monitor, report on and regularly review, service performance against targets for the full suite of Services within Workplace• Ensures that value for money is obtained from all appropriate IT suppliers and contracts (internal and external), with continual improvement and innovation• Driving continuous improvement • Drive Shift-left activity and outlining the cost benefits• Managing risks and taking steps to mitigate any future issues

KEY PURPOSE OF ROLE:The delivery of Outsourcing Managed Service Transition Project , interface with 3rd party suppliers.KEY DUTIES AND RESPONSIBILITIES:• Risk and issues management• Resource and budget management• Works closely with and coordinate technical support, Procurement (Sourcing & Relationship Management), Programme Management, Finance and Legal personnel.• Coordination between multiple functions and organisations• Adherence to overall transition principals.• No/minimal disruption to business• Achieve the transition in an acceptable timescale• Protection of on-going project/business initiatives and minimising call-off from BAU resources.• Multiple relationship to manage across IT, the business and 3rd parties• Range of communication and coordination from technical specialists

Leading project Operational Readiness. Reviewing existing process & procedures, process mapping and/or process analysis and improvement.Supporting the transformation of systems and services to a Windows 7 environment. Working towards Outsourcing key IT areas, with experience of the following areas; RFI; RFP; selection interviews, vendor evaluations, BAFO & contractual discussions. Assisting with the delivery of HR processes relating to Consultations & TUPE procedures.

Management of geographically split teams across multiple sites. Managing the delivery of services within set criteria such as SLAs, OLAs. Reviewing the delivery of these services based on availability, to understand the form of KPI’s and customer satisfaction surveys, to ensure delivery of both Incident and Request Management is of the required standard and ensure, where applicable that service improvement strategies are defined and implemented.Ensuring effective and efficient team management as appropriate including career management.Planning for the transition of new or enhanced services into the functional teams, so that knowledge transfer, quality documentation and process is agreed with colleagues to support a smooth and sustainable support offering for deliveries.Day to day risk and issue management to protect and ensure service levels and operational targets, escalating to line manager as appropriate.Delivering service improvement initiatives agreed to time, budget and quality.Assisting with the delivery of HR processes relating to Consultations, Grievances and Disciplinary procedures.

Working and communicating with colleagues on an international basis providing ownership and direction for unscheduled service outages. Identify and engaging necessary resources required to identify a clear path to resolution, ensuring normal service is restored as quickly as possible.Diagnose and Identify root cause of Problems with both internal and third party support groups. Identify workaround and temporary fixes which can be used to minimise impact on production services. Progress Problems through to Known Error status in alignment with the Problem Management process.Facilitate Major Incident and Problem Reviews, carrying out root cause analysis, identifying ways to prevent future incidents and problems occurring. Identify breakdowns in current processes and standards. Take action and provide recommendation to correct or enhance current processes.Carry out analysis of incidents which have occurred over a defined period. Identify trends from this information and progress remedial action through the Problem Management process.