Overview
Responsible for the delivery of all End User compute and Service Desk services to the Nomad Foods functions and Markets. Owns all Service Delivery aspects of these services and through collaboration with Architecture, Security, Data Office, and Service Management office is responsible for the continual improvement of the service. Service scope includes end user hardware devices (Laptops/Desktops/Mobiles), end user/productivity applications such as Office 365, and IT support services (ServiceNow self-service and chat, Request catalogue, etc.). Manages the day-to-day operations of the services to ensure downtime (and associated impact of downtime) is minimized for the business. Acts in a dual capacity, representing Group Technology while also advocating on behalf of the business. Builds and maintains a complete understanding of the end-to-end service - from design through to components, service providers, interfaces, service levels, and processes. Has a solid technical understanding of the service in addition to a developed understanding of how the service is utilized by the business and the impact of any service-related issues. Coaches staff (internal and/or external) responsible for delivering the service to ensure this understanding is shared. Responsibilities
Maintains a high level but current understanding of the services from a technical, architectural, and process point of view. Guardian of the service for Nomad Foods. Manages the risks & compliance for the service, including assessing and approving all operational changes related to this Service as part of the Change Management Process. Owns all acceptance into Service from projects where they add/move or change elements of the service. Serves as the Nomad escalation owner for all major incidents related to the service and actively participates in incident resolution and communications both within Technology and to stakeholders (in collaboration with other teams such as Business Relationship Management). Owns and executes Demand and Capacity management for the service, ensuring there is a Capacity plan maintained and that we deliver the correct level of availability related to Service. Establish a good working relationship with all related outsource service partners and teams and manages their deliverables - ensures that performance meets the requirements of the contract and associated service agreements (in association with the Service Excellence team). Work collaboratively with other members of the Service Owner team, and the wider Technology department to identify and deliver cross-team initiatives and improvements to the service. Established and manages a user group for their services across all Nomad IT users, using this to improve the service and appropriately leveraging the Technology Innovation process. Maintains a working knowledge of other services delivered to the Nomad business and acts as a delegate to other Service Owners when required. Takes part in an on-call rota outside of business hours to act as Service subject matter expert for their services (or the services of other service owners if required). Qualifications
Essential ITIL Knowledge and certification (minimum Foundation certified) Customer Service Background/Focus Previous Service Delivery Management / Service Ownership or Service Architect experience Experience in Service Desk or outsource service provider roles Highly developed Service Management skills with specific experience of Capacity and/or demand management Good working knowledge of Incident, Change, Problem and Event Management processes and concepts Broad, high-level technical understanding across IT services Good general technical ability with a focus on management of engineering/IT teams to deliver technical services/solutions Competency in M365 tools, including presenting data, outline principles, and plans Matrix Management at both an engineering and management/senior stakeholder level Ability to communicate at all levels Confident presenter Management of suppliers/partners to deliver to contract Desirable ITIL Intermediate or Expert certification Previous FMCG role(s) Service Design and/or Service Architecture experience Developed skills in support of PCs operating Windows
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Responsible for the delivery of all End User compute and Service Desk services to the Nomad Foods functions and Markets. Owns all Service Delivery aspects of these services and through collaboration with Architecture, Security, Data Office, and Service Management office is responsible for the continual improvement of the service. Service scope includes end user hardware devices (Laptops/Desktops/Mobiles), end user/productivity applications such as Office 365, and IT support services (ServiceNow self-service and chat, Request catalogue, etc.). Manages the day-to-day operations of the services to ensure downtime (and associated impact of downtime) is minimized for the business. Acts in a dual capacity, representing Group Technology while also advocating on behalf of the business. Builds and maintains a complete understanding of the end-to-end service - from design through to components, service providers, interfaces, service levels, and processes. Has a solid technical understanding of the service in addition to a developed understanding of how the service is utilized by the business and the impact of any service-related issues. Coaches staff (internal and/or external) responsible for delivering the service to ensure this understanding is shared. Responsibilities
Maintains a high level but current understanding of the services from a technical, architectural, and process point of view. Guardian of the service for Nomad Foods. Manages the risks & compliance for the service, including assessing and approving all operational changes related to this Service as part of the Change Management Process. Owns all acceptance into Service from projects where they add/move or change elements of the service. Serves as the Nomad escalation owner for all major incidents related to the service and actively participates in incident resolution and communications both within Technology and to stakeholders (in collaboration with other teams such as Business Relationship Management). Owns and executes Demand and Capacity management for the service, ensuring there is a Capacity plan maintained and that we deliver the correct level of availability related to Service. Establish a good working relationship with all related outsource service partners and teams and manages their deliverables - ensures that performance meets the requirements of the contract and associated service agreements (in association with the Service Excellence team). Work collaboratively with other members of the Service Owner team, and the wider Technology department to identify and deliver cross-team initiatives and improvements to the service. Established and manages a user group for their services across all Nomad IT users, using this to improve the service and appropriately leveraging the Technology Innovation process. Maintains a working knowledge of other services delivered to the Nomad business and acts as a delegate to other Service Owners when required. Takes part in an on-call rota outside of business hours to act as Service subject matter expert for their services (or the services of other service owners if required). Qualifications
Essential ITIL Knowledge and certification (minimum Foundation certified) Customer Service Background/Focus Previous Service Delivery Management / Service Ownership or Service Architect experience Experience in Service Desk or outsource service provider roles Highly developed Service Management skills with specific experience of Capacity and/or demand management Good working knowledge of Incident, Change, Problem and Event Management processes and concepts Broad, high-level technical understanding across IT services Good general technical ability with a focus on management of engineering/IT teams to deliver technical services/solutions Competency in M365 tools, including presenting data, outline principles, and plans Matrix Management at both an engineering and management/senior stakeholder level Ability to communicate at all levels Confident presenter Management of suppliers/partners to deliver to contract Desirable ITIL Intermediate or Expert certification Previous FMCG role(s) Service Design and/or Service Architecture experience Developed skills in support of PCs operating Windows
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