IT Service Fulfillment Manager

At Evri we understand that searching for your first job, your next job, or that big promotion is a huge milestone. Here at Evri we always think about what it's like to be in your position when making those big decisions. It takes courage to make change happen in your life, and we're here to help you with that.

We're here for the first step, the next step, and the big step.

You're not just a number to us. You've got to know you'll love working here. It's as important to us as you ‘being the right fit'. We want to help you feel what it's like to work at Evri, to see the value you can bring to any of our roles, and how we can help you grow. We're never one-size-fits-all. Our careers are as unique as you are.

We are looking for an IT Service Fulfilment Manager to manage and maintain service requests in line with business KPI's and SLA's. Manage a team of direct reports sufficiently to meet these targets. The key responsibility of the role is to provide a single point of contact for all escalations generated from the Evri end user base, perform triage against the escalation based on SLA, impact, urgency, and prioritization.

Evri is leading the way in creating responsible delivery experiences for everyone, everywhere, and that's how we approach our talent development. We're a kind, ambitious and diverse team, always supporting and encouraging each other. Our people are extremely important to our business, without them we wouldn't be where we are today, striving to do the best for our customers and clients. If you like what you hear, then we'd love you to apply!

You will be accountable for:

• Providing management to the Service Request function along with day to day operations and direct line management of 2 Service Request Analysts
• Implementing and driving the roadmap for the function in line with the department/company strategy
• Implementing & improving Service Fulfilment systems, processes, and best practices
• Chairing software control committee and automation forum track and review actions set with all teams
• Delivering and manage projects not directly managed by the change team for the request function and assist in ITAM Projects
• Creating, implementing, and enforcing company policies, processes, and procedures in line with Industry best practices and standards
• Management of stock levels, supplier relationships, maintaining accuracy of asset database and ensuring cost leadership through procurement
• Producing business cases and supporting RFPs where relevant to the function
• End to end ownership of escalations for incidents and requests ensuring efficient resolution resulting in limited escalation to the next management level
• Escalations dealt with to satisfaction of end user/client to be measured through CSAT scores and feedback
• Acting as SME for assignment groups and service desk on escalation processes and procedures and potential escalations i.e. ensuring escalations are genuine and in line with agreed SLA's
• Building and maintaining relationships with key stakeholders- working closely with Incident Management, Problem Management, Service Delivery, Assignment Groups and Third Parties to ensure swift resolution of escalation

To be successful in this role you will require the following…

• Educated to degree level or can demonstrate equivalent experience
• A good understanding of ITIL V4
• In depth knowledge of performance metrics for request type function
• Previous experience in a managerial role including interviewing, coaching and mentoring, conducting 1-2-1's etc.
• Ability to quickly learn and retain information
• Excellent interpersonal skills
• Strong organisation and time management skills
• A leadership/training qualification would be advantageous

Why Work Here?

We're constantly looking at ways to become a more inclusive and diverse employer, and our benefits package is important to us. Here's some of what we currently offer:

• Flexible working; work from home, or in the office – whatever suits you. You can also choose your working pattern – if you'd like to work full-time, or part-time, just let us know!
• 26 days + bank holidays, as well as an option to buy and sell up to 5 days holidays.
• Bonus Scheme; an annual bonus that can earn up to 15% if you really push the boundaries
• Career progression framework; map out your next steps in your career
• Pension; 3% employer contribution on top of what you choose to commit yourself
• A range of discounts from our clients
• We also have a range of flexible benefits such as additional life assurance, critical life insurances and others to choose from

In addition to this, Evri have recently launched a fantastic new benefit which allows employees to request to work from anywhere in the world for up to 90 days.

At Evri, we know we only grow if our people do too. That's why we're committed to building a truly inclusive and diverse workplace where everyone can bring – and be – their whole authentic selves.

We're on a journey to better represent the customers we serve around the UK. We're committed to removing barriers and ensure that each person at Evri is valued for who they are, and what they bring to our business.

We are Evri. Where everyone is welcome.

We're excited for the future. Let's deliver it together.

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