HOME GROUP LIMITED JOB DESCRIPTION

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1 Ref No: HGL 1 JOB DETAILS HOME GROUP LIMITED JOB DESCRIPTION Job Holder: Job Title: IS Service Desk Manager Reports to: Head of IS Service Management Date: August JOB PURPOSE To lead the IS service desk team with responsibility for providing a single point of contact for users of IS services on a day to day basis. To oversee the ownership and management of all incidents and service requests, and the handling of effective communication, in order to restore normal-state service operation to users as quickly as possible. 3 DIMENSIONS OPEX budget responsibility of < 1m p.a. Line management of the IS service desk team, circa 12 FTE. Matrix management of internal and external resources as appropriate. Design, implementation, management and improvement of IS incident management and request fulfilment processes. Provision of 1 st line IS support for >5000 users across circa 400 locations through the UK. 4 ORGANISATION CHART 5 KNOWLEDGE, SKILLS AND EXPERIENCE REQUIRED

2 Core Requirements Leadership Enhancing the organisation s brand by representing its values and strategies to external stakeholders. Solid, assertive, motivational leader able to guide a team into reaching goals. Excellent ability to work well with, command and motivate his or her own team as well as cross-functional distributed teams in various locations, setting a good example to more junior team members. Line Management Proven ability in the process of the recruitment of good quality talent for the organisation accompanied by the execution of an outstanding on-boarding programme for successful candidates. Writing formal performance reviews and setting SMART objectives to meet individual, team and organisational goals and manages staff performance around the achievement of these objectives Sets high expectations of self and team members and sets good example by regularly going the extra mile. Openly rewards good staff performance, and manages poor performance through company policies and procedures. Identifies an individual's needs and provides support, career counselling, mentoring and guidance. Manages staff leave, sickness and absence ensuring adequate cover is provided for as well as other day-to-day team management activities in accordance with company policy and procedures. Communication Proven ability to tailor the tone and level of the message for individuals or groups as the situation demands with the ability to mentor staff on the importance of these skills and ensure they maintain the level for their position. Produces succinct balanced and objective team update reports. Inspires confidence in others that their work is under control and their staff are well mentored and supported. Seeks clarity to ensure their understanding is clear and unambiguous. Excellent ability to spot incomplete understanding amongst team members or project stakeholders and to ensure work does not get missed through poor communication. Stakeholder Management Demonstrates a deep commitment to formal stakeholder management techniques ensuring staff follow these processes to develop comprehensive and well thought out communication plans. A natural ability to create and maintain important relationships with key stakeholders to ensure buy-in, clear communication and success.

3 Acutely aware of and meets the expectations of senior stakeholders, sponsors and his/her manager using their knowledge and experience of the individual, the business and the circumstances. Ability to formally analyse and understand individual stakeholder needs and build excellent working relationships with internal stakeholders and external vendors. Excellent rapport builder with the ability to quickly gain the confidence of colleagues and stakeholders. Continuous Improvement Embraces change in an ever changing competitive environment and demonstrates and an understanding of the psychology of change in large organisations, process development and embedding new processes to ensure maximum buy-in from all stakeholders. Commitment to the principles of continual service improvement (ITIL). A demonstrably high level of commitment to continuous improvement of self, staff, process and business efficiency. Actively participates in the development of a self-managing cross functional team where every member of a project or release believes that they are all in this together. Methodologies / Best Practice Frameworks Significant experience of delivering and supporting IS services using ITIL best practice. An excellent understanding of ITIL and its links with other best practice methodologies and frameworks (PRINCE2, MSP). Must hold an ITIL V3 foundation certificate and ideally hold ITIL V3 Service Operation and CSI certificates. Negotiation Skills Proven ability to employ the key elements of negotiation including, relationship building, good communication, alternatives, legitimacy and commitment. Role Specific Significant experience in leading and managing a team of IS professionals and of providing on-going staff development and support. Previous experience of leading an IS service desk, supporting over 5000 users and a large application portfolio in a predominantly Microsoft environment. Previous experience of designing, implementing, managing and improving IS incident management and request fulfilment processes in a large organisation. 6 KEY RESULT AREAS Responsible for leadership, control and decision-making for the IS

4 service desk team and perform line management for all IS service desk team members. Manage all day to day service desk activities including but not limited to incident and service request handling and general communication with users. Act as an escalation point for all service desk officers, customers and users. Increase IS accessibility by promoting the service desk as a single point of contact and provider of IS communication and information. Monitor service desk performance to improve quality and reduce the turnaround time of customer or user requests. Report to customers, users and the senior leadership team on any issue that could significantly impact the business. Ensure the IS service desk staffing and skills levels are maintained throughout operational hours by managing shift staffing schedules. Develop the capabilities of the IS service desk team to ensure it continually adapts to changing business requirements and demand. Ensure the service desk team provides a proactive approach to service provision and reduce negative business impact. Participate in change management activities such as attending CAB meetings and participating in change reviews. Ensure necessary training, awareness and experience levels are maintained within the IS service desk team relevant to the IS services being supported and processes being used. Arrange staff training and awareness sessions, and perform briefings to service desk staff on changes or releases that may affect volumes at the service desk. Design, implement, own, manage and improve formal IS incident management and IS request fulfilment processes based on ITIL best practice. Work with other process owners / managers to develop and improve process activities. Ensure the IS service desk team adheres to all service management processes and provide feedback / ideas for inclusion in the CSI register. Periodically produce statistics and management reports for IS senior management. 7 COMMUNICATIONS AND WORKING RELATIONSHIPS Internal Director of IS Business Executive Senior Leadership Team Heads of IS IS Project Managers / Team Managers IS Team Members Other Project / Programme Stakeholders IS Customers

5 IS Users External External Suppliers and Contractors External Auditors 8 SCOPE FOR IMPACT 9 CORPORATE RESPONSIBILITIES To lead, develop and support the Information Systems team in ensuring that all leader responsibilities such as one to ones, team meetings, are effectively conducted, including by managers in the function. Apart from a responsibility for your own health, safety and welfare, ensure that staff under your supervision perform their duties with due regard to the Group s Health and Safety Policy, Procedures and Safe Systems of Work, in a safe working environment. Ensure that effective risk management is owned in the function and team and remedial action is conducted efficiently and effectively. To plan and implement colleague training and development programmes in line with the Group s policy and procedures to meet identified needs and satisfy the organisation s requirements for an effective and competent workforce. To promote equality and diversity as an integral aspect of working at Home and lead by example To undertake any further duties as requested by your Line Manager commensurate with the level of your post. 10 JOB DESCRIPTION AGREEMENT Job Holder s signature Date Manager s signature Date

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