Technical Service Introduction Lead

**Technical Service Introduction Lead** (Contract)

Duration: 6 Months (Possibility for Extension)

Location: Leeds/Edinburgh/Hybrid

Rate: A highly competitive Umbrella Day rate or salary is available for suitable candidates

Role Profile

Within the Modern Workplace Service Operations team we're looking for a Technical Service SME to support the Service Excellence team, dealing with engagement from project and initiatives for new services, as well as creating new, and improving operational processes and introducing new capabilities relating to colleague-facing helpdesks and the associated colleague journeys for incident, request and knowledge. We're looking for someone who can interpret data, discover trends and identify root cause of problems and then redesign processes to improve.

The delivery of colleague-centric solutions is crucial as we're laser-focussed on providing a compelling experience for every colleague.

Within Modern Workplace we operate within a hybrid working pattern. This role will be a mix of on-site in one of the Modern Workplace hubs a minimum of two days a week, and the rest from home.

Role Requirements:

• Alongside the Technical Services Lead, you will be responsible for managing the 'front door' for engagement with MWSO
• You'll be responsible for ensuring that Service Introduction is completed across all the teams in MWSO
• Also responsible for creation of the end-to-end processes and technical capabilities for any new services landing in MWSO
• Identify and communicate any issues and/or risks relating to new services requiring MWSO support
• Working with the technical and operational teams to review, document and propose improvements to processes to create efficiencies in existing services

Skills & Experience:

• Technical background with the ability to determine which teams need to play a part in implementing a new service and capability as well as being able to discuss, guide and recommend on technical solutions
• Experience in undertaking process and data analysis to identify and remove waste from operational services
• Demonstrable experience in transforming services and introducing new technical capabilities
• Solid understanding of ITIL/Six Sigma and demonstrable experience in using it to craft best in class services
• Experience translating customer requirements into repeatable end-to-end services
• Experience in implementing new processes/ways of working
• Experience of crafting a phenomenal team environment that attracts and retains talent
• Strong influencing skills to achieve alignment up, down and across the organisation
• You'll also have extensive experience of using ServiceNow, Jira and ideally Power Bi

Candidates will need to show evidence of the above in their CV in order to be considered.

If you feel you have the skills and experience and want to hear more about this role 'apply now' to declare your interest in this opportunity with our client. Your application will be observed by our dedicated team.

We will respond to all successful applicants ASAP however, please be advised that we will always look to contact you further from this time should we need further applicants or if other opportunities arise relevant to your skillset.

Pontoon is an employment consultancy. We put expertise, energy, and enthusiasm into improving everyone's chance of being part of the workplace. We respect and appreciate people of all ethnicities, generations, religious beliefs, sexual orientations, gender identities, and more. We do this by showcasing their talents, skills, and unique experience in an inclusive environment that helps them thrive.

As part of our standard hiring process to manage risk, please note background screening checks will be conducted on all hires before commencing employment.