Senior Customer Ops Specialist

Senior ITIL Practice Manager

Location: Sheffield, Manchester or Uxbridge

Work Setup: Hybrid (3x a week in the office)

The EMEA Services Delivery function is responsible for delivering professional and managed services to our clients across a full range of technology and software offerings, delivering a scaled, consistent client experience and methodology through four centres of excellence (COE). The Service Design & Delivery team take the lead on designing client solutions in partnership with our clients before planning and executing the end-to-end engagement. The Engineering team provide innovative migration and implementation activities both automated and scripted, to achieve maximum efficiency, consistency, and performance. The Customer Operations team provide high-quality customer support across the region from multiple delivery centres. The Licence Consulting team provide expertise in optimisation and compliance services to clients on-premise or in the cloud, maintaining cost efficiency and savings. Complementing our COE’s are the Service Delivery Management team. Located in every country, they manage the client experience to ensure a truly client-centric approach across EMEA.

The Senior ITIL Practice Manager resides within the Customer Operations area of EMEA Services function. The Senior ITIL Practice Manager is responsible for overseeing the transition of new and changed services into Customer Operations, the onboarding of clients into live service operations, change management, configuration management and defining and implementing Insight’s knowledge strategy. The Senior ITIL Practice Manager ensures ITIL aligned Service Management practices are adhered to throughout the lifecycle of all client accounts. In addition, the Senior ITIL Practice Manager acts a subject matter expert and point for escalation for the service desk, Customer Operations Specialists, and clients in all service management related matters.

Key Responsibilities:

• Teach, train, coach, and mentor teammates to promote satisfaction and career progression.
• Act as the senior escalation point for the Customer Operations Service Desk, Customer Operations Specialists, and clients.
• Develop and maintain the Transition and Early Life Support process for all new/changed services entering the live BAU environment.
• Transition clients into service with a focus on client satisfaction, ensuring first contact sets positive expectations.
• Project manage client transition tasks efficiently and with a client focus.
• Assess Change impacts and risk mitigations, communicating effectively to stakeholders.
• Ensure accurate upload of client asset-owned inventory for service contract compliance.
• Deliver internal knowledge articles to educate and onboard new hires on Insight service offerings.
• Provide Service Desk and End-user training to assist teammates and clients.
• Ensure ITIL Managed Service practices are documented for new/changed services before acceptance into the live environment.
• Implement workflow management across Services and clients to ensure SLA adherence.
• Deliver monthly call and ticket quality scoring and ensure training needs are met.
• Own and action the Customer Satisfaction Management process.
• Identify, execute, and measure continual service improvement initiatives.

Key skills and experience required:
 

• Identify, execute, and measure continual service improvement initiatives
• Minimum of 5 years of relevant experience in Service Management, ideally within a large-scale corporate or transformation environment
• Proven experience working with global/matrix teams with a strong understanding of multicultural ways of working.
• ITIL Qualification: Extensive practical application of the ITIL framework with a mandatory ITIL Foundation v4 (or higher) certification.
  • Specialist Knowledge: Demonstrated deep experience in at least two of the following practices: 
    •    Incident & Request Management
    •    Problem Management
    •    Change Management
    •    Configuration Management / ServiceNow Configuration
    •    Knowledge Management
    •    Risk Management
    •    Continual Improvement
• Fully conversant with Microsoft Office suite (Outlook, Excel, Word) and working knowledge of core technology for supporting end users (Office 365 & modern ITSM tools).
•  Ability to simplify and explain complex issues to various audiences and build positive relationships with external clients and internal teammates.

Desirable Skills & Experience:

• Educated to degree level or equivalent work experience.
• Basic understanding of Project Management or relevant qualification.
• Fluency in an additional European language.
• Microsoft Certified professional qualification.
• Proven team leader experience in a service desk or operations environment.

About Insight:

We believe that by giving you the freedom to think big and empower you to reach your full potential, together we will achieve the best outcomes.  Along with excellent benefits and a compelling reward package, we offer the opportunity to work in a supportive environment with a high level of autonomy and creativity - there’s a reason our average employee tenure is over 6 years.

We strive to display our three core values of Hunger, Heart, and Harmony every day. They represent and drive who we are here at Insight and by doing so we are doing amazing things. Insight started in a garage in 1988 and it is through harnessing our three core values that two brothers, Eric and Tim Crown, steered Insight to the Fortune 500 company it is today. We are now a Global IT Services and Solutions business, passionate about helping customers and the real people who sit behind them.

Application Details:

Insight is an equal opportunity employer, and we are committed to achieving diversity and equality within our organisation. We seek out people from diverse backgrounds and encourage you to apply.

We will endeavour to contact you within five business days, should we feel your profile is a good match for this role. If you do not hear from us within this timeframe, please presume that on this occasion, your application was not successful.