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ISS Lead Consultant

Location: UK - Hatfield | Job-ID: 86330 | Contract type: Standard | Business Unit: Inhouse IT


ISS Lead Consultant 



The Implementation Service Standards (ISS) team sits within our Group Service Take on function which is part of the wider Group Delivery structure. The team are responsible for the implementation of our best practice processes operated by our Shared Services Factory and applying these standards across our customer base, comprising large, challenging and complex managed services contracts.


Where an agreed project scope dictates the implementation of Computacenter's Service Management Tools (ITSM) into a client environment, ISS will have overall responsibility for ensuring the defined customer data and tool design accurately reflect agreed contractual requirements whilst maintaining Computacenter’s approach to standard tool implementation.  The successful collation of Foundation Data, and building of the tools is not only critical to integration but the successful provision of the service from Day of Live Service operation


The team also play a pivotal role in the wider virtual team supporting internal and external relationship management, as well as ensuring that Computacenter are delivering against our contractual obligations.


Roles & Responsibilities

  • Application of our Standardised Group processes and tooling across our Shared Services Factory and customer accounts; tailoring processes to meet customer requirements via consultancy as appropriate; measuring any required deviation from our standard Blueprint collateral
  • Working with our Group Service Line owners to evolve our Standard process collateral and measure its adoption
  • Ensure what the company sells can be translated into what we can operate based on group standards
  • Produce operational service manuals (OSM) electronically to reflect the service offered to customers
  • Population of the Foundation Data Set spreadsheet for each Business Take On ensuring the level of data provided by the customer is fit for purpose and meets CC standard requirements to enable the core functions such as Incident, Request, Change and Problem Management as designed and to facilitate integration with customer tooling to ensure successful service delivery in line with contractual commitments
  • Ensure contractual and operational reporting requirements are met through development of the above
  • Identification of development requirements based on new or immature service offerings identified during transition
  • Supporting other team members in achieving the team’s collective objectives: including but not limited to knowledge sharing, process implementation and adoption of best practice
  • Provide advice and consultancy services to enable Service Take on Teams to quantify deviations from standard service offerings and bridge any potential gaps in service 
  • Maintain confidentiality in all business-related matters.
  • Liaise with colleagues to ensure best practice and continual improvement in delivery of service to the business
  • Responsible for the adoption of CC best practice and service offerings to ensure consistency of service through the identification and limitation of any variations from our standards
  • Application of lessons learned to feed into the continual improvement process
  • Demonstrating a creative and analytical approach to problem solving
  • Taking ownership of queries and managing through to a prompt resolution
  • Develop effective working relationships through influencing and advising
  • Performing as a credible capable professional and an expert in the relevant field

Key Requirements

  • Excellent communication and influencing skills
  • Effectively builds and maintains both internal and external relationships
  • Organised and structured approach
  • Ability to work under pressure
  • Workshop Facilitation & Presentation skills
  • Experience of operational service delivery in a service desk and/or infrastructure services provider
  • Experience in creating process documents and work instructions
  • Microsoft Excel skills (preferably with some macro knowledge)
  • Detailed understanding of the data requirements to enable Incident, Problem, Change, and Request Management functions to work in ITSM tools. 
  • Appreciation of customer constraints in their understanding of underlying data in ITSM systems and the ability to clearly and logically explain the consequences of customer decisions on what data to provide on service outcomes.
  • Understanding of contracts and ability to interpret service schedules in line with business requirements
  • IT Infrastructure Library (ITIL) Foundation or above, preferably Service Expert (red badge)
  • Good working knowledge of ITSM tools including but not limited to BMC Remedy (configuration knowledge preferable) and Service Now
  • Strong problem solving and innovation skills
  • Experience in customer facing environment
  • Flexible in work location, some limited European travel may also be required


Current information for our applicants

Business as usual? Not quite. Of course, the Corona crisis also presents us with major challenges.


However, we are broadly positioned across various industries, plan for the long term and have always been flexible in our approach to our customers, especially in times of crisis. Our core business is digitisation. We believe that this topic will continue to grow in importance for many companies in both public and private sectors.


That's why there are still areas of our business with clear hiring requirements – and we would like to bring talent like you on board! By the way, we have completely virtualised our application process and our recruiters remain available to you should you have any questions.


We are still looking forward to getting to know you!


About us

Computacenter is a leading independent provider of IT infrastructure services, with about 16,000 employees worldwide and a global revenue of £5.05 billion (2019). We work at the heart of digitisation, advising organisations on IT strategy, implementing the most appropriate technology and managing our customers’ infrastructures.


We offer a friendly, open working environment without too much fuss about hierarchy. We are looking for professionals with diverse competencies, personalities and strengths who want to live our shared value of teamwork and performance.


Interested in joining a company with a strong sense of community?


We’re growing. We’re hiring. We encourage. We empower. We support.

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