There’s plenty about Topps Group that might surprise you. Like the scale of our Support Office in Leicester. We have Finance, Marketing, Buying, Central Operations, HR, Property, Customer Service and IT all under one roof. Tight-knit teams of talented people working together and working hard to get things done and drive results. But then, would you expect anything less from an ambitious, dynamic, market-leading, multi-million-pound retail business?
The Role
We currently have an exciting opportunity for a IT Service Desk Manager to join our team! Reporting to the Head of IT Operations, you will own, manage and develop key Service Management processes within the Topps Tiles group. The successful candidate will Lead and motivate a hardworking 7-person IT Service Desk team by delivering a culture of service excellence.
Key Accountabilities
Customer / Strategy / Plan
- Lead the team and be a role-model by delivering exceptional customer service and going the “extra mile” for our colleagues
- Ensure that all contact with the IT Service Desk is handled efficiently and is a positive experience
- Maintain and develop ITSM tool in line with ITIL Service Lifecycle and making recommendations for service improvements
- Further develop KPI’s and metrics to help measure and drive service performance
- Provide regular reporting on service performance to the IT Senior Management team
- Promote and inspire a best practice ITIL environment
- Oversee the development, implementation and administration of service management principals and process
- Ensure the IT Service Desk team are trained on ITIL best practices and ITSM tool improvements
People/Leadership
- Create and drive a ‘fast pace’ environment with a culture of high quality service and exceptional customer experience
- Responsible for recruiting, engaging and motivating the IT Service Desk team
Financial / Commercials
- Generate and implement ideas for cost savings and continuous improvement to processes / service levels
Risk and process
- Accountable for owning and developing the Incident Management, Problem Management and Request Fulfilment processes
- Identify trends in IT Service Desk tickets and where appropriate recommend areas for root cause analysis to prevent reoccurrence
- Administration and support of Change Management process and attendance of weekly CAB meetings
- Find opportunities to improve repetitive processes through automation where appropriate
- To constantly seek potential improvements for all IT processes to enhance service levels
Knowledge, Skills, and Experience Required
Essential
- ITIL qualification and experience of working within the framework
- Practical understanding of Service Management
- Demonstrable experience of working in an IT Service Management environment · Experience administering and improving a recognised ITSM tool
- Ability to lead a team of people to achieve results
- Proactive, self-motivated and able to use own initiative
- Line management experience, with a passion for helping people to grow and develop ·
- Excellent prioritising, planning and organisation skills
- Ability to plan, organise and lead an internal team meeting
- Conviction to make own decisions
- Proven track record of achieving results
- Experience of developing and working with SLAs and KPIs
- Outstanding communicator at all levels
- Demonstrates a proactive approach to supporting team efforts and contributing to collective goals
- Has played a lead role in the management of an IT Service Desk
Desirable
- Involvement in Change Management (including attending weekly CAB)
- Track record of identifying and implementing continuous improvements in a service environment
- Experience developing and improving an enterprise-level ITSM tool using ITIL best practices
- Experience of working in a retail environment
- Project Management experience
In a culture where hard work is recognised and great results are rewarded, you can look forward to a company bonus that will give you a share of our success - up to 25% of your base salary. Then there’s a generous staff discount, a Share Save scheme, pension and life assurance, a holiday allowance that increases with length of service and a wide range of other benefits. Plus flexible working, free on-site parking, generous discounts on products and services and more. A lot more. We’re committed to promoting talent from within too, which means you’ll be well-supported to build a rewarding career with an individual development plan and lots of training on offer.