AddressAre you a Service Lead looking for a new challenge? This is your chance to make a significant impact and drive the success of one of our key accounts.
A Service Lead will oversee and manage the delivery of large services within our Aerospace, Defence and Security (ADS) account. You will play a crucial role in developing service strategies, optimising service processes and identifying areas for improvement.
You will collaborate with various stakeholders to understand their needs, monitor service performance, and implement service enhancements.
What you will be doing:
- Lead the setup of a tailored service environment, incorporating incident management and request fulfilment
- Develop and implement SLAs to govern service delivery, meeting our standards and expectations
- Establish and manage a helpdesk system with SLAs, ensuring prompt support for the customer
- Create clear flow charts for ticket and incident handling processes, optimising efficiency
- Present performance data using pie charts, aiding decision-making on service desk operations
- Define and document incident response procedures and best practices for this environment
What you will bring:
- Currently, or previously worked within the Defence sector
- Hold an active Security clearance (SC)
- Understand key processes such as JSP 604 etc
- Experience in managing delivery to SLAs and Key Performance Indicators
- Proficiency in understanding service delivery models
- Qualification in ITIL
If you are interested in this role but not sure if your skills and experience are exactly what we’re looking for, please do apply, we’d love to hear from you!
Employment Type: Full-time
Location: Wiltshire - this role is on site full time
Security Clearance Level: Hold an active SC - Security Clearance
Internal Recruiter: Josh
Salary: £60,000 to £75,000
Benefits: £5,400 car allowance, 25 days annual leave with the option to buy additional days, private medical, life assurance, pension, and generous flexible benefits fund
Although this role is advertised as full-time, we believe that flexibility at work can promote work/life balance, increase your motivation, reduce stress and improves performance and productivity. We support different ways of working and can offer a range of flexible working arrangements. So, if you’re interested and need to work flexibly, we encourage you to apply and talk to us about what might be possible.
Loved reading about this job and want to know more about us?
Sopra Steria’s Aerospace, Defence and Security business designs, develops and deploys digital solutions to Central Government clients. The work we do makes a real difference to the client’s goal of National Security, and we operate in a unique and privileged environment. We are given time for professional development activities, and we coach and mentor our colleagues, sharing knowledge and learning from each other. We foster a culture in which employees feel valued and supported and have pride in their work for the customer, delivering outstanding rates of customer satisfaction in the UK’s most complex safety- and security-critical markets.
