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Head of Request Fulfilment

  • Salary: £48836 - £56405 per annum + pension, bonus etc
  • Job type: Permanent
  • Location: London, Greater Manchester
  • Sector: Infrastructure & Support
  • Date posted: 20/03/2018
  • Job reference: J354677A

Head of Request Fulfilment - Home Office

£48,836 - £56,405 - Liverpool, Manchester or Southport.

Home Office Digital, Data and Technology Live Services supports diverse portfolios of IT services that support customers across the wider Home Office departments and its agencies such as policing, drugs and crime policy, immigration control, passport services and counter-terrorism functions.

The Live Services department has launched a new online system, ITnow, for Home Office staff to order IT equipment and seek help with using it. A central part of this is the request fulfilment system which allows the business to order day to day items they require to carry out their role.

Working within a central Service Operations Team the responsibilities of this role will include:

  • Ensure the creation, maintenance and enhancement of integrated common end-to-end IT service management processes are aligned with the industry best practice framework (ITIL) and adopted by all service delivery parties.
  • Ensure any service risks are identified, logged, reported, managed and escalated as appropriate and in accordance with standard Live Services processes.
  • Think creatively, innovatively and strategically with an 'open' methodical approach towards request fulfilment. Utilising past performance to create a knowledge base to enable effective behaviour, efficiency and VFM.
  • Lead in the quality assurance of the product and services catalogue; working with strategic partners and suppliers to ensure the end to end fulfilment meets, and continues to meet, business needs
  • Lead service reviews and operational review meetings with suppliers (internal and external), whilst developing and maintaining effective service line supplier relationships.
  • Ensure that there are adequate IT Service Continuity and Disaster Recovery provisions for the services and Live Services processes and services and validated in line with business/DDaT requirements.

Experience required:

  • Significant experience in Request Fulfilment.
  • Knowledge of Request Fulfilment principles, methodologies and tools.
  • Qualified to at least ITL 3 v3 Foundation with a preference for ITIL 3 Practitioner.
  • Experience of leading and managing a team of cross technical experts across a variety of business units
  • Experience of designing, owning and maintaining the process and procedures and proactive development of change management documentation.
  • Excellent analytical skills.
  • Experience of measuring performance against KPIs and working with key stakeholders to deliver improvements.
  • Good understanding of Request Fulfilment Life Cycle.

For the successful candidates skills and experience a competitive salary and package is available. Please apply by submitting your CV or contact the recruitment partner Jonny Mills at Experis for further details.

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