CRC Service Support Team Leader

Job Introduction

We are currently recruiting for CRC SERVICE SUPPORT TEAM LEADER on a FULL TIME PERMANENT basis to join our IS&T team within our Service Operations segment.  This role is HOME BASED, WITH FREQUENT NATIONAL TRAVEL.

The successful individual will develop, improve and maximise the performance of the Community Rehabilitation Company (CRC) IT Support Technicians located in each CRC delivering the first and second line support to staff and business operations.

Role Responsibility

• Actively engage with business stakeholders improve the efficiency of the systems deployed and utilised through system improvements and change management
• Manage on a day to day basis the supplier relations to maximise the efficiency and quality of the contract and the deliverables associated with
• Support the delivery of security controls for ISO27001 and protectively marked system and tools, and under-taken necessary audits providing written evidence as required
• Manage SLA performance across all CRCs.
• Work with the wider IS&T group to ensure alignment to central, established processes.
• Ensure all CRCs are covered with IS&T support during normal business operating hours
• Continually improve the efficiency and productivity of the wider team through use of the information from incidents and problem management systems
• This role will be required to work within the guidelines specified in ISO27001
• This role will have to ensure that all solutions implemented is compliant and provides the deliverables specified in the ARSA for each CPA
• This role will be require to work within the boundaries of the contract between Sodexo and SCC to ensure compliance to PGA/PSN standards on a multi tenancy system
• This role will be required to work within the  contracts between Sodexo and other suppliers to maintain CESG accreditation.
• Engagement and compliance from each CRC to achieve one common goal and solution will be an obstacle in this role which will need to be overcome.
• This role will be required to establish compromises across all sectors of the business both internal and external to the CRCs and Sodexo

The Ideal Candidate

Essential

• Excellent and effective interpersonal, leadership and communication skills with internal and external stake-holders
• Minimum, ITIL Foundation certification
• Experience of working in an IS&T environment
• Demonstrable knowledge and application of developing IS&T Business Processes
• Ability to document and communicate complex procedures in a simplistic manner.
• Excellent customer facing skills and a passion for support
• Logical and Analytical approach to fault finding/elimination
• Effective communicator in translating reported issues to technical resolution specialists
• Ability and willingness to travel to meet Business stakeholders
• Knowledge of operating in Protectively marked operation
• Must have a current SC clearance, or be able and willing to achieve clearance to work on systems at “Official” status

Desirable

• Knowledge and experience of working in a CRC environment would be highly beneficial
• Microsoft qualification at MSDT/MCSE or similar
• Basic understanding of networking principles WAN and hands on knowledge for LAN
• Knowledge and experience of working with processes tools, eg. Microsoft Visio

Package Description

Competitive Salary - Band B - 23 days holiday +  discretionary 15% bonus + £1,300 contribution to the Sodexo Flexible Benefits Scheme + Pension + Childcare Vouchers
 

About the Company

Sodexo UK & Ireland employs around 36,000 people and delivers On-site Service Solutions to clients at over 2,300 locations including offices, hospitals, schools, defense sites, prisons, sporting events and visitor attractions.  With an annual turnover of over £1bn, Sodexo delivers a diverse range of services from catering, cleaning, reception to security, laboratory and grounds maintenance services, enabling clients to focus on their core business.

We are building on our support to the Armed Forces community through the development of specific pathways within our recruitment process to further engage ex-forces personnel and reservists.  Those applying for roles with us who meet the essential criteria advertised under the ‘ideal candidate’ on the vacancy advertised, are guaranteed to progress within the selection process.

Sodexo and our clients are committed to safeguarding and promoting the welfare of children and adults within a regulated activity. Certain roles will require applicants to undergo screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service (DBS) and/ or Disclosure Scotland.