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Reference
6cd72f27-9613-48ea-939a-adfbec2a2dbd
Position
Technology Service Manager
Location
Heathrow
Contract type
Permanent
Full-time/Part-time
Full-time
Department
Human Resources
Closing date
26/06/2018
Description

Overall Accountabilities

To ensure the Management of Technology Services and new Technology Service Integration meets the operational & commercial needs and supports business outcomes. Drive improved effectiveness and efficiency from our supply chain, while building and maintaining strong relationships with key stakeholders. Always keeping the customer and passenger at the heart of everything we do. An ambassador for Technology and striving to constantly improve the perception of Technology and the services delivered.

Technical Aspects of the Role

Should ensure Technology Service Delivery within Heathrow Express meets agreed KPIs; working closely with suppliers, partners and internal teams to monitor, manage and ensure continuous improvements of service quality.

Main Responsibilities

  • Leadership, Line Management, coaching & mentoring of Service Management resources that support the IT Services & ITIL Service Management processes. Leader of contractors, HEx operational & commercial teams in forging strong working relationships that support the Business & Technology strategy.
  • Develop & maintain senior stakeholder relationships and communicate IT service performance, understand business outcomes, shape improvements and the strategy for IT Services to ensure total cost of ownership is understood for IT Services and opportunities to drive efficiencies are sought.
  • Develop & maintain senior stakeholder relationships and communicate IT service performance, understand business outcomes, shape improvements and the strategy for IT Services to ensure total cost of ownership is understood for IT Services and opportunities to drive efficiencies are sought.
  • Work with the relevant HEx/HAL IT teams to develop and understand the roadmap for IT Services and align as appropriate. Drive Continual Service Improvement activities to increase value for money and improve services to Heathrow stakeholders.
  • Ensure new or changed IT Services delivered by programmes meet the business requirements and are supportable, maintainable and are transitioned in a cost effective manner whilst minimising possible disruption to business processes.
  • Management of the communication to key stakeholders during and after high-profile disruptions to IT Services.

Qualifications and experience required

ITIL Foundation V3

Educated to a degree level or equivalent

Demonstrates creativity in identifying opportunities and finding solutions.

Experience of dealing with & influencing senior business and supply chain stakeholders.

Experience of working in both in-house and outsourced service delivery models.

 

 

 

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