Vice President - Colleague Support Services Demand

Key Accountabilities - 

- Operational Improvement - take full accountability for the operational delivery of portfolio management and ensuring successful transition to service.

- Innovation - a key requirement for this role is to operationalise demand management.

- Responsible for operational controls and process relating to demand (change/projects) for CSS

- Accountable for portfolio management and demand delivery.

- Accountable for cost control for all demand

- Facilitate the acquisition of relevant project/change information to ensure successful delivery.

- Ensures the delivery of all technology change is - Colleague Support Services- ready

- Improve the experience automating via workflow the demand area.

- Review performance to ensure the service is monitored and performance managed

- Challenge current methods and approaches for resolving issues, bringing insight and innovation.

Stakeholder Management and Leadership

- Lead and be the - face- of the Colleague Support services for BCS.

- Lead the Demand team.

- Define the Strategy of the portfolio and demand delivery for Colleague Support Services

- Influence key stakeholders and facilitate agreement on issues among multiple cross-functional groups or subordinate teams

- Establish resource requirements, allocation, and recruit to ensure skills are available to meet current and future work demands on the function against time, cost and specification for planned goals and objectives.

- Create resource succession plans and make sure there are no Single Points of Failure across the team.

- Guarantee the team deliver and provide a first class service to our internal and external customers.

- Ensure the team meet their roles and responsibilities and exceed their goals and objectives, in line with the company's Behaviours and the Guiding Principles.

- Coach and mentor team and have proven experience on how to deliver value-added services through defined processes and practices.

- Coach others in problem solving techniques and issues; display ability to reach decisions under conditions of uncertainty or high risk.

- Help others learn as leader, coach and mentor; work to create a climate that value learning and intelligent risk taking.

- Develop people in line with strategic organisation objectives; select the best people for the future; design processes for development of critical skill areas.

- Own and manage service performance issues and service improvement initiatives.

- Provide advice & guidance to support project areas to ensure that new services are deployed in a manner that ensures adoption of relevant support tools and/or process improvements. Encourage re-use of tools and effective processes - participate as a champion for change and service improvement culture.

- Engage with key stakeholders to improve the process and enhance the service offering.

- Organisational awareness and understanding of how service stability can be maximised through leveraging technology and process.

- Clear articulation of IT structure and functions and the services and product set that

- Deep understanding of the internal and external environment related to own IT department/function:

- Can identify the specific functions and responsibilities and key customers and relationships of own IT department/function

- Extensive knowledge of onsite support services and the operation of these.

- In depth experience of service and supplier management processes and methods.

- Good understanding and passion for improvement

- Demonstrates a wide knowledge of IT support and its exploitation in both own and other organisations.

- Demonstrates key skills in areas of management and expertise including communication, staff direction and motivation, financial planning and control, quality management, risk analysis and the achievement of targets.

- Performs work which requires the application of a significant range of fundamental principles in a wide and often unpredictable variety of contexts.

- Demonstrates effective communication, both orally and in writing, with subordinates, colleagues, clients and customers at all levels, both formally and informally - an influential communicator.

- Proven experience in leading a high-performing operations team within an enterprise environment.