Facilitate and support identification/proposal of service improvements based on analysis of metrics, discovery & exploration of patterns with IT Service Ownership teams and IT management, and ongoing customer feedback. - Manages customer expectations and perceptions in order to optimise customer satisfaction. - Acts as the key escalation point for customers regarding IT issues that have a high operational impact. - Holds regular service review meetings with internal IT department and customers (... more details
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For more information about our benefits, see below!
We are proud to be a member of the Rentokil family of companies, the global leader in Pest Control and other services across more than 90 countries. We pride ourselves on being a trusted partner to many of the world's leading brands and serve consumer and business customers across multiple industries. We are extremely proud of our legacy of excellence and constantly work to fulfill our mission to "protect people, enhance lives, and preserve the planet."
Job Summary
This role will focus on developing close service-based relationships
with the business units and enhancing the delivery of the
Rentokil-Terminix IT Service Management process. Acting as a
conduit between the customer and our operational delivery teams
and a steward of IT Service Management processes and principles to
minimize/mitigate adverse business impacts of incidents/problems,
the colleague in this role will endeavor to create and maintain a
healthy service provider/customer relationship and ensure that the
customer sees value in the IT services provided to them.
Key Performance Indicators
Operating within the Rentokil NA IT Service Management framework
and following ITIL foundational structures in all approaches. Working
closely, collaboratively and cohesively with IT Colleagues and
Business teams alike to ensure support-related services are
delivered in a timely and effective manner.
Principal Duties and Responsibilities
? Facilitate and support identification/proposal of service improvements based on analysis of metrics, discovery & exploration of patterns with IT Service Ownership teams and IT management, and ongoing customer feedback.
? Manages customer expectations and perceptions in order to optimise customer satisfaction.
? Acts as the key escalation point for customers regarding IT issues that have a high operational impact.
? Holds regular service review meetings with internal IT department and customers (by line of business or other sensical grouping) to review service performance and provide updates on service improvement efforts.
? Ensure customer engagement & satisfaction with IT services is at an optimal level as early as possible.
? Guides practitioners of IT Service Management key operating areas to ensure processes are running optimally and exceeding minimal needs or expectations of the business, with the goal of meeting ITIL standards across the organization.
? Monitors levels of service performance, ensures detailed metrics and records are kept and analysed, provides adequate, accurate and timely reports to customers, and initiates appropriate action to resolve issues involving other service management processes as necessary. Monitors the effectiveness of service level management tools and processes in use. Partners with Global Service Delivery reporting team to develop and/or recommend new or improved reporting tools, as appropriate.
? Provide support and guidance to NA IT Service Owners, IT leadership and the ITSM specialist teams on customer-impacting communications (related to Change and Major Incidents).
? Deliver relevant insights and metrics to NA IT Leadership Team related to both department and company goals and initiatives, as applicable
? Quickly recognize solutions to arising issues
? Meet SLA’s and develop metrics that ensure SLAs are met
? Identify and leverage department resources to accomplish goals
? Execute work across multiple initiatives in partnership with other teams
? Guide the teams to impactful results that are align to and progress strategic goals
? Make informed decisions by consulting the right stakeholders and balancing details with the big picture
? Think and articulate strategy over long time horizons. Think cross-functionally about effective
integration with areas outside of teams’/org’s primary responsibility
? Ensure team is staffed appropriately and set up for success
? Guide and grow team members
? Set goals and objectives at the right altitude and hold the team accountable to them
? Attract, hire, and retain a diverse and talented team with a broad range of experiences and strengths
CANDIDATE SUMMARY
Required Experience
? 8-10 years experience required in relevant technology functions
? Two (2) years leadership experience
? 3-4 years of ServiceNow ITSM
? 2-3 years of ITIL experience
? Required Leadership Traits and Characteristics
? Collaborative, Analytical, Problem Solving, Achievement Mindset, Growth Mindset, Ability to be thrive in the face of ambiguity and challenge, Drive to do the right thing, leading with respect and humility, Servant Leader, Strong verbal and written communication skills
Formal Education, Qualifications or Training
BS/BA in Computer Science or similar technical field or equivalent experience
Why Choose Us?
A career with the Rentokil family of companies can be a professional trajectory filled with opportunity. We pride ourselves on being a world-class team that rewards high performance, and we love to promote from within. We offer competitive pay and many of our roles offer performance incentives.
Below you'll find information about some of what we have to offer. All Full-Time Colleagues qualify for the following and Part-Time Colleagues qualify for most benefits after they meet certain criteria.
Click here to read more about our Total Rewards Program which includes:?
Professional and Personal Growth
Multiple avenues to grow your career
Training and development programs available
Tuition Reimbursement benefits (for FT Colleagues)
Health and Wellness
Full-time colleagues are eligible to begin enrollment immediately upon hire with benefits starting on day 1
Health benefits including Medical, Dental, Vision, Disability, and Life Insurance plus much more
Savings and Retirement
Work-Life Balance
Vacation days & sick days
Company-paid holidays & floating holidays
A company mindset that prioritizes health, safety, and flexibility
We are looking for individuals who want to make a difference where our customers live and work.? Is that you?
This company is a Drug Free workplace.
Our companies are proud to be Affirmative Action (AA) and Equal Opportunity Employers (EOE) inclusive of veterans and those with disabilities.
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