IT Customer Engagement Service Delivery Manager

Job Summary The IT Customer Engagement Service Delivery Manager is responsible forleading both the Customer Engagement and Request Management Functions. As part of the ITSD Group Senior Leadership Team, you will continue todemonstrate collective leadership and support for your colleagues withinthe ITSD Group ensuring that all areas meet the required levels ofperformance, consistently delivering value to HMRC. Leading the Customer Engagement function, you will play a pivotal rolein defining and delivering the Customer Engagement strategy, redefiningcustomer journeys and touchpoints to deliver the best possible user experience. In addition to the Customer Engagement role you will also lead aRequest Management function that develops & manages workflows,facilitates IT Service Requests and owns the Request Management process.You will be responsible for developing the Request Management strategyto move further towards automation & orchestration. Working collaboratively with other leaders & teams across CDIO, theCustomer Engagement SDM will ensure future impacts are planned for andday to day service is maintained to a predictable and high standard. As the owner of Service Request Management & Customer SatisfactionSurveys, the Request Management & Customer Experience SDM is definedas the ITIL Process Owner for Request Fulfilment and the custodian ofthe Customer Satisfaction Key Performance Indicator. Qualifications and Skills Essential Applied Knowledge, Experience & Qualifications Demonstrable experience of delivering ITIL Service Management bestpractice (specifically Request Fulfilment & Continual ServiceImprovement processes) Demonstrable experience of delivering Customer satisfaction andfocussed delivery of excellent Customer Service Demonstrable proventrack record of delivering strong KPI performance and managing deliverytowards defined SLAs Clear understanding of Customer Engagement theory & techniques Clear understanding of Stakeholder management and the development ofstrong stakeholder relationships Demonstrable experience of leading multi-disciplined, geographicallydispersed teams Demonstrable experience of developing staff, utilising structuredpersonal development & succession planning ITIL V3 Foundation Certification Desirable Applied Knowledge, Experience & Qualifications Educated to degree level in relevant area and/or professionalmembership grade of an appropriate Professional body (BCS, PMI or similar) Practical understanding of the HMRC Delivery Group structure andresolving teams or similar sized DevOps organisation Clear understanding of Design-thinking / Service Design methodologies Experience of delivering IT Services within a Government/Public sector environment ITIL Certified at any Intermediate Level (e.g. Service Operations,Continual Service Improvement, Service Transition) Demonstrable Project Delivery experience Benefits Revenue & Customs Digital Technology Services offers a wide rangeof Employee Benefits comprising: Corporate Group Income Protection Pension - Defined Contributions Scheme Leave entitlement - 22 days on joining, rising to 25 days after 1 yearand 27 days after 10 years service Corporate life assurance (x 4 salary) Voluntary travel insurance Voluntary personal accident cover Healthcare Cash Plan Childcare vouchers Cycle to work scheme Non-contractual bonus scheme Interest free season ticket loan - provided by Dice DEGREE, ITIL, PMI, SERVICE DELIVERY, SERVICE MANAGEMENT, STAKEHOLDER MANAGEMENT