It Service Lead

EDF Energy is a core part of the EDF Group, one of the largest energy companies in Europe with key business operations in the UK, France, Italy and Belgium. We're the UK’s largest producer of low-carbon electricity, the biggest supplier of electricity by volume in Great Britain, the largest supplier to British businesses and we employ more than 13,000 people. We operate nuclear, coal and gas power stations, wind farms, and combined heat & power plants. We have a focus on safe, dependable energy generation and an ethos of service excellence. We are playing a leading role in new nuclear build in the UK to secure a bright future for the combined business and its employees.
IT Service Lead
Have you got a passion for delivering IT Service Excellence, can you combine technical expertise with exceptional customer service, proactive problem-solving, and a dedication to continuous improvement, whilst maintaining confidentiality and trust with our Executive Team? If so, this could be the role for you.
We're a friendly, dynamic and supportive team, who encourage passion, self-development, ambition and collaboration, both in our performance as a team and individually.
The Opportunity…
The scope of the Service Lead role is wide and offers several different opportunities dependent on the assignment within the Service Management & Engagement Team.
The Service Lead is responsible for IT Executive Support, they will be the main point of contact for all IT issues that relate to EDF’s Executive Team, ensuring that all issues are responded to as a priority. They will obsess over the Executive Customer Experience, provide personalised and tailored services that recognises the unique needs of the Executive Team.
The IT Service Lead is responsible for assuring service management and service reliability practice across change and release management, ensuring complex operational deployments to customers are ‘right first time’. They will provide service design and introduction capability for EIT, ensuring service management best practice is built into all of the services and products we offer.
They will support the Senior Service Leads in leading and championing Pro-Active Problem Management and Root Cause Investigation to minimise or mitigate repeat Service Incidents, as well as leading the development of initiatives to support SIAM intelligent operations, providing reporting and analytical skills on behalf of the Service Management Team, which will underpin our Reporting and Management Insight.
Pay, benefits and culture
In addition to a starting salary of £44,000, potential to earn 5% bonus, 28 days of annual leave plus bank holidays and a market-leading pension scheme, we offer a range of flexible benefits to support our people across all aspects of their lives.
Your rewards package includes a choice of benefits, such as electric vehicle leasing, enhanced parental leave, health insurance, discounts and employee pricing.
Flexible working means you can work from home (if you wish) and we’ll provide a suite of IT equipment to ensure that you can work remotely comfortably and effectively. Location for this role is flexible with travel as required to meet business stakeholders or colleagues across offices in the UK.
Steve Martin, IT Senior Service Lead: “Within Service Management & Engagement we offer a warm welcome with full support during the bedding in process. Health and well-being is at the heart of everything we do and is our number one priority. We like to embed a culture of inclusion and diversity where everybody has an opportunity to learn, develop and grow. We utilise a hybrid approach to working and encourage flexibility to adopt a work life balance that suits all parties.“
At EDF, everyone’s welcome. We strive to create an inclusive and diverse environment where everyone has a voice and where you feel confident being yourself. We’re committed to equality, diversity and inclusion. We’d like our future workforce to have an equal gender balance, represent a broad mix of people from minority ethnic backgrounds, LGBTQ+, those with a disability and supporting social mobility.
We’re a disability confident employer and we’ll do all we can to help with your application, making adjustments as you need.
We’ll value the difference you bring and offer opportunities for you to thrive and succeed.
What you’ll be doing
As mentioned, there is a lot of variety in the IT Service Lead role. We are looking for someone to join our team to focus on IT Executive Support. You will be the main point of contact for all IT issues that relate to EDF’s Executive Team, ensuring that all issues are responded to as a priority, they will engage and utilise the skills and knowledge of all other IT departments within EDF to expedite resolution of any issues raised. They will obsess over the Executive Customer Experience, provide personalised and tailored services that recognises the unique needs of the Executive Team, ensuring regular and timely communication on any issues raised and ensuring continuous feedback from the Executives is solicited to identify areas for improvement.
Other assignments within the team include Change and Release Management, Service Design and Introduction, Reactive and Pro-active Problem Management, Continual Service Improvement, seeking opportunities to provide end to end process support and improvements alongside Data Quality, Analytics and Trending to drive Management Insight to identify and deliver value to our customers.
You will support improvement activities across our Service and Knowledge Catalogues, to ensure are managed and optimised, identifying opportunities to enhance and improve the Customer Experience.
Who you are
- You will be Technically Proficient, with experience of supporting both iOS and Android mobile devices, InTune mobile management and Microsoft cloud technologies, from Azure services to Office 365.
- Be flexible with working hours and adaptable, the successful candidate must be willing to travel to a number of EDF offices in order to support our Executives.
- You will have strong communication skills, patience, empathy, and the ability to effectively manage VIP expectations and concerns, building strong relationships based on confidentiality and trust.
- You will have a service-oriented mindset, an ability to handle high-pressure situations, be innovative and obsessed about the Customer Experience.
- You will have an up-to-date knowledge of current trends and best practices in service management including ITIL, DevOps Service Management, Agile Service Management is essential.
- You will be able to effectively collaborate with other IT teams to provide seamless support to our Executives, working closely with colleagues to leverage resources, share knowledge, and coordinate efforts to deliver comprehensive support.
- Demonstrable record of accomplishment of delivering IT service performance improvements, optimisation and transformation in an IT service environment with a passion for service excellence and customer service.
If this sounds like you then we’d love to hear from you!
Closing date for applications: 29/02/23
Join us and together we can help Britain achieve Net Zero.