The primary purpose of the Service Quality Manager is to ensure that the services and support provided to SCI Centre, ROs, COs and Members across the SCI IT teams are effective through identification of the root cause and ensuring resolution of issues at source.
The Service Quality Manager will be senior (CXO) stakeholder facing, taking a leading role in incident and problem resolution with members and SCI functions on behalf of the Director of Technology Services. In doing so they will be expected to be able to apply strong communication, team working and problem solving skills, to manage incidents and problems satisfactorily.
This role will own all major IT incidents and coordinate IT’s response to major incidents not owned by IT, coordinating the resources needed, lead the response planning and manage communications in line with SCI IT major incident management plan. They will own and maintain the major incident management plan, ensuring it is current, effective and accurate.
The Service Quality Manager will be responsible for identifying, analysing and managing the resolution of key problems across the technology function including (but not limited to):
high severity and high impact incidents
repetitive and high volume incidents
cross-functional and complex incidents
escalated and high profile incidents
service delivery and satisfaction issues
They will work closely across SCI IT functions to identify root cause, assess options for remediation and agreeing solutions, and be accountable for ensuring satisfactory resolution
is achieved for stakeholders in COs, ROs and Members
The role will contribute to development of application and technology roadmaps , identifying and prioritising improvements and will engage in the service planning for new services and project cutovers to assess and identify potential impact on existing services and service delivery.
EXPERIENCE AND SKILLS
Minimum 10 years’ experience of IT applications and technology support at scale in a complex organisation
Effective problem solver that uses structured methods and approaches
Able to work effectively and calmly in pressure situation and times of critical failure or outage
Ability to lead, mentor and coach others to achieve successful delivery and resolution
Ability to think long term strategically and operationally and able to improve systems and processes
Experience of leading problem resolution in large scale complex application architectures
Understanding of system architectures, data structures, and good understanding of core back office applications
Highly experienced in incident management, service management and service delivery in a international organisation
A proven ability to resolve issues swiftly and decisively whilst safeguarding standards and procedures
Presents sufficient confidence, gravitas and presence to reassure stakeholders in problem resolution and engender trust
The ability to motivate and mobilise individuals outside their reporting line in a multinational environment
Management and influencing skills with experience of working with senior level stakeholders
Ability to communicate effectively to senior stakeholders
Logical and structured in approach and able to turn technical discussions into clear decision points and plans
Relevant experience of working with the key components of SCI application and technical environment
Experience of implementing managing technical solutions in a international environment
Experience of outsourced service delivery
Non-profit sector knowledge/experience