Service Improvement and Reporting Manager

Grade 8

Reporting to the Head of Service Desk, the post holder is a key member of the Service Desk management team. The post holder is responsible for identifying, highlighting and delivering improvements to end user support provision across the department. Currently this is primarily driven via reporting and the implementation of service requests and other processes within the Oxford Service Manager tool.

Essential selection criteria

  • Educated to degree level or with equivalent practical experience
  • Experience in report specification, design and creation
  • Experience of process mapping and improvement
  • Able to plan and deliver small-scale projects or pieces of work
  • Knowledge of methodologies such as ITIL, Lean or Six Sigma
  • Able to work both collaboratively and with a high degree of autonomy
  • Knowledge of industry trends and best practice

Desirable selection criteria

  • ITIL Foundation or greater
  • Experience using Microsoft SSRS
  • Experience of administering a service management tool, in particular form design or building of workflows

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