Global Head of Process Compliance (6 month contract, based anywhere in
- Recruiter
- Confidential
- Location
-
Oxfordshire
South East EnglandUnited Kingdom
- Salary
- Competitive
- Posted
- 17 Sep 2020
- Closes
- 10 Oct 2020
- Job Title
- Director
- Category
- Information Technology
- Contract Type
- Permanent
- Hours
- Full Time
You will be responsible for the deployment of ITIL processing standards across all products and locations within Customer Support. You will define how these standards are to be applied and the training necessary to ensure Customer Support staff familiar with these standards. You will create a Work Instruction Set that takes staff, step by step, through all support scenarios to deliver quality outcomes. You will be accountable for the adoption of the ITIL standards and improved processing quality and quantity derived from common / consistent ways of working.
Specifically, you will be expected to;
* Review current processes and prioritise process changes based on quality and productivity gains
* Define the ITIL best practice Work Instruction Set that establishes the processing steps for new and existing support staff. This Work Instruction Set will be a living document and the single source of truth for support best practice.
* Support all Managers in the adoption of the Work Instruction Set
* Assist in the creation of support scripts that enable Tier 1 teams to resolve incidents quickly
* Baseline both quality and productivity against agreed metrics and then demonstration improvements as the processes become embedded in the support culture
* Be the passionate champion of processing change and through your actions ensure we act as a single support entity.
* Report on progress against targets
Your approach
You will need to drive change but work collaboratively with Support Managers to succeed in this role. It is vital that you gain buy–in to change and that neither managers or employees feel that change is being forced upon them. You will draw on ITIL and industry best practice to ensure that Unit4 has a process infrastructure which provides consistently and customer centricity
Specifically, you will be expected to;
* Review current processes and prioritise process changes based on quality and productivity gains
* Define the ITIL best practice Work Instruction Set that establishes the processing steps for new and existing support staff. This Work Instruction Set will be a living document and the single source of truth for support best practice.
* Support all Managers in the adoption of the Work Instruction Set
* Assist in the creation of support scripts that enable Tier 1 teams to resolve incidents quickly
* Baseline both quality and productivity against agreed metrics and then demonstration improvements as the processes become embedded in the support culture
* Be the passionate champion of processing change and through your actions ensure we act as a single support entity.
* Report on progress against targets
Your approach
You will need to drive change but work collaboratively with Support Managers to succeed in this role. It is vital that you gain buy–in to change and that neither managers or employees feel that change is being forced upon them. You will draw on ITIL and industry best practice to ensure that Unit4 has a process infrastructure which provides consistently and customer centricity