Service Lead Support

Elevate your career as an IT Service Lead Support!

Are you ready to take your expertise in voice services to the next level? We're seeking a dynamic Service Lead Support to join our innovative team. If you're passionate about cutting-edge technology and want to play a pivotal role in shaping the future of communication, this opportunity is for you!

This is a exciting opportunity for a skilled and enthusiastic Service Lead Support with a Contact Centre Technology background to join Admiral’s Customer Engagement Tribe.

This individual will be part of a Team who are key in shaping the future of Admiral’s customer contact capabilities.

Responsibilities include:

• Supporting IT Service Management processes, software, and tools to optimize IT service delivery.
• Monitoring and analysing performance issues with voice solutions.
• Supporting IT governance and audit requirements.
• Creating bespoke solutions testing to ensure the performance of voice services meets the business demand.

You will have a strong track record in production support of a Contact Centre/s, extending across on-prem and cloud-based platforms such as Verint, NICE, Avaya, Semafone. You will be familiar with Service Now (or equivalent) and a strong interest in Contact Centre as a Service.

Accountabilities

• Support service lead with service improvement plans for voice services, ensuring that there is ownership across the relevant areas within IT or immediate team.
• Performance and Capacity Management; Track and monitor various solution attributes to ensure services are running efficiently and within licencing limits.
• Supplier Management: build strong relationships with the technical resources from our suppliers to ensure a smooth service path for incidents and change.
• Change Management: Support business change protocols and ensure the protection of the voice service remains a priority with effective testing and documentation.
• Service Monitoring: systematically observe services and components for change and ensure appropriate alerting for failure modes.
• Incident Management: represent voice services in IT War rooms, ensure RCA’s are documented by suppliers and support with implementing service changes to avoid future recurrence of incidents.
• Respond to production incidents as part of an escalation process. Assist in troubleshooting and resolve technical issues.

Key Interactions

• Role reports to Voice Services Lead
• All 3rd parties involved with voice services
• Multiple areas of IT
• Stakeholders to get feedback and provide updates on service issues

Knowledge And Experience Required

• 2 years+ leading the management of voice services and voice services 3rd parties
• Experience of voice services migration (moving vendors and/or applications)
• Demonstrate leading high profile and complex incidents, dealing with multiple stakeholders both IT and business
• Strong problem-solving skills: The Service Lead Support should be able to troubleshoot and resolve technical issues
• Strong communication skills: Able to effectively communicate at the right level to different audiences – IT and business
• Experience of voice service technologies (e.g. Avaya, NICE, Verint, PSDN)
• Experience with Google DialogFlow and Genesys Cloud nice to have
• Strong understanding of Contact Center business operations, customer service and business process management

Interview Process

There will be a 1, possibly two stage process via MS teams taking place during the week commencing 16th October. 

Salary, Benefits, and Work-Life Balance

We do not have a set salary for this position, as it will be dependent on the successful candidate’s experience. We are happy to see CVs from all candidates who meet the requirements and will be happy to discuss the remuneration package.

At Admiral, we are proud to be a diverse business where we put our people and customers first. We have great benefits to ensure employees have a great work-life balance; it's one of the reasons we’re consistently voted one of the Sunday Times Best Big Companies to work for in the UK. We want you to have an element of freedom to define a working lifestyle that supports this, so accommodate flexible hours wherever possible.

All colleagues will receive 33 days holiday (including banks holidays) when they join us, and this will increase with length of service, up to a maximum of 38 days (including bank holidays). You also have the option to buy or sell up to five days of annual leave in addition to your allocation.

You can also view some of our other key benefits here.

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