Service and IT End User Support Manager

We are looking for a Service and IT End User Support Manager to join our Global IT & Service department within our Head Office in Viables, Basingstoke. 

Reporting to the Group IT Director, this role will lead the Service and IT End User Support teams (circa 7 direct and indirect reports) and take ownership of Service requests, Incidents, Problems and Change across the De La Rue IT estate, ensuring the services are executed in a manner that consistently meets agreed SLA/OLA and Customer Satisfaction, and where required evaluates customer complaints and concerns, identifying appropriate actions to address in a timely manner.

The role will also be responsible for ensuring, that the appropriate resourcing is available across all defined operational hours in support of DLR customer commitments. As such they will need to use a range of skills including ITIL based service and operational delivery expertise and will provide guidance, mentoring and leadership to cross-functional team members within Group IT.

In addition, the role will be required to ensure monitoring status on action plans relating to standards required and attained by IT in support of customer / client contracts (e.g. ISO27001, ISO90001, etc.)

This role will form part of the Group IT Senior Leadership Team and the post holder will be expected to deputise for their immediate line manager in their absence when required.

Key Responsibilities

• Responsible for managing the day-to-day IT Service and IT End User Support activity across group and deskside supported global sites,
• Lead and build strong effective working relationships with all our customers, being committed to customer service; build supplier partnership relationships; and champion best practice service delivery to appropriate levels in support of the strategic aims of DLR.
• Oversee the development, implementation and administration of procedures and policies for all areas within scope (including KBA’s and FAQ’s for end customer)
• Be a first point of contact within IT for Major Incident resolution.
• Prioritise and schedule actions to solve incidents, problems, changes, or requests to ensure delivery against service levels. Escalating when required to the Group IT Director.
• Ensure technical knowledge of the team through knowledge share and documentation - train and mentor team members to achieve desired outcomes and maintain common processes for IT System administration and support.
• Preparation of team Metrics, evaluate documented resolutions, analyse trends, and make recommendations, implement changes to prevent future incidents or problems.
• Represent team in IT meetings including but not limited to Change Advisory Board, Problem Advisory Board, Service Management Review, and IT leadership.
• Support internal and external audits, ensuring compliance with company standards such as, ISO 9002 / Quality processes, ISO 27001 / Information Security policies ITIL and relevant Health and Safety.
• Business Continuity and Disaster Recovery – Contribute to the development of robust BCP, BIA and DR plans for IT Services across DLR Sites, ensuring suitable skills and knowledge exist in the Support teams to assist system recovery in DR situations.
• Contribute to CAPEX and OPEX budgets within IT to ensure customer / function needs are represented, justified, and catered for appropriately.
• Support the Knowledge Database processes to aid and continually improve 1st time call resolution rate and contribute to the identification of Problems and permanent resolution of known (where a work-around may exist) and unknown errors.
• Champion the implementation of User Self Service to reduce incidents and requests.

Contract type: Permanent

Working hours: Full Time – 36.5 hrs per week (9am – 5:15pm Mon, 9am – 5pm Tues – Fri)

Base location: Basingstoke Viables

Skills, Qualifications & Experience

• Excellent Customer Relationship and operational support skills, preferably having previous hands-on experience managing Service Management or IT End User Support teams in a fast paced, high-pressure environment
• Some exposure/experience of manufacturing principles.
• Strong operational management experience with good organisational skills and attention to detail
• ITIL R3/4 Foundation and / or experience of leading in an ITIL environment
• A good analytical approach to problem solving.
• Understanding of working in secure environments
• Motivational with the ability to manage multiple geographically dispersed teams and work streams.
• Good verbal and written communication skills, with a focus on removing technical jargon into everyday language, and able to identify process and documentation improvements.
• Knowledge of IT end user operating systems standards
• IT project management skills and relevant certification desired but not essential
• Understanding of risk management and control
• Able to produce clear documentation and communication of solution objectives, requirements, and designs to both technical and non-technical audiences; analysing and documenting business (non-IT) processes in solution definitions.
• Experience working in a team oriented, collaborative environment. Strong understanding an organization's goals and objectives
• Flexible approach to working which may include weekends and out of hours.

About De La Rue

De La Rue’s purpose is securing trust between people, businesses, and governments.

We operate across six continents to provide highly secure physical and digital solutions to 140 countries. As an authentication and currency provider we are the trusted partner of choice for governments, central banks and businesses seeking to secure their global supply chains and cash cycles.

Specialising in product design, international manufacturing, and digital solutions, we are trusted by governments, central banks and brands to provide secure products and services that protect economies, revenue sources and reputations. Our solutions enable businesses and people to participate securely in the global economy whilst protecting people from the impact of counterfeiting and illicit trade.

Benefits

• Car allowance
• Eligible for the Company’s Annual incentive scheme (Up to 15% bonus)
• Hybrid working opportunities
• 26 days annual leave + bank holidays
• Chance to buy or sell holiday as part of our Annual Leave Flexibility Scheme
• Contributory pension scheme (De La Rue pay 1.5x the employee’s contribution up to a maximum of 9%)
• Life assurance - 4x your annual salary
• Private health insurance – No cost for single cover, subsidised rates for additional dependant cover
• Sharesave Scheme – opportunity to buy shares in De La Rue
• Cycle to Work Scheme
• Subsidised Gym Memberships
• Various other perks and Employee Assistance packages
• Enhanced family friendly policies

Please note that applications are reviewed on a rolling basis and therefore interviews may be held prior to the closing date for this vacancy.

***This position is located in the United Kingdom. To be eligible for consideration, you must be authorised to work in the UK without company sponsorship***