- Lead the Automation and Self Help Service Strategy across the Organization and specifically focus on Service Desk automation (e.g. Automating password resets, introducing Chat and AI, developing online and mobile support channels, automatic knowledge discovery, context awareness etc.)

- Deliver the strategy for Self Heal in the Organization Platforms moving towards self-healing systems based on events triggered workflows fixing the issues without human interaction

- Ensure that innovative new products, services, and processes that are increasing self-help are developed and implemented

- Challenge the status quo and drive positive disruptive change

- Develop sustainable working relations within and across the Technology and Business community to understand what users need/want from Automation and Self Help channels

- Work with Stakeholders to ensure milestones and benefits are tracked

- Mobilize and lead designated teams of resources in the delivery of new consumer-focused initiatives.

- Be an effective, proactive team member, influencing the behavior of colleagues internally and across IT Service Desk and the wider organization.

- Act as a consistent and relevant point of contact for senior stakeholders and influencers

Person Specification

- Highly articulate and persuasive communicator with excellent written and verbal communication.

- Anticipates users- needs and elicits regular feedback and act on the results; responds to and follows through on consumer requests and issues to complete resolution/satisfaction in a timely manner

- Ability to communicate and sell ideas and concepts and gain stakeholder buy in / commitment

- Communicates difficult or complex ideas clearly, even to multiple or senior managers

- Acts as a trusted advisor to the consumer on both technical and business issues.

- Proficient in solving problems, working with colleagues to understand the situation and identify ideas and opportunities to make things better and more efficient.

- Accomplished at balancing and prioritising a vast number of activities at once; talented at completing work quickly and to a high standard.

- Takes a common sense approach to situations and isn't afraid to speak up/challenge in difficult circumstances

- Experience in developing Business Cases, Project Plans, Financial and Technical projections and the development of value release metrics and tracking/reporting mechanism

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