Service Engineer

Summary

• Builds, develops and supports LBGs systems and services whilst continually challenging, motivating, mentoring and supporting their team.
• Able to work within or lead cross-disciplinary teams, providing effective and efficient support for a comprehensive and complex, high customer focused function.
• Supports the group in the resolution of service related and management issues, ensuring appropriate technical prioritisation, whilst also providing contribution to strategic direction.
• Includes responsbility for supplier and risk portfolio management.
• This role accepts 24*7 responsibility for service availability, currency and performance.
• This is a leadership level role and will blend both technical expertise with great passion for developing people.
• Also team management tasks, including but not limited to, risk, supplier and resource management.

Job Description

• Takes responsibility for delivering a prescribed budget for own area of the organisation and/or conducts complex analyses on budget progress in other areas while working within established systems.
• Meets the needs of significant customers related to a range of products and services and/or manages a customer advisor team over a given area.
• Grows own capabilities by pursuing and investing in personal development opportunities and develops the capabilities of direct reports by working within existing development framework; provides specialised training or coaching in area of expertise to others throughout the organisation.
• Identifies shortcomings, then suggests and implements improvements to existing business practices, while developing and delivering projects or a workstream within the organisation's change management programme with guidance from senior colleagues.
• Provides input into the development of IT Security policies, develops underlying procedures and monitors their implementation for area of responsibility within the organisation.
• Manages the development and/or operation of knowledge management system with guidance from senior colleagues.
• Delivers outcomes by managing others and working within established systems.
• Sets short term objectives and helps manage the performance of direct reports by working within performance management systems.
• Uncovers emerging issues and/or needs and identifies potential causes, related issues, key stakeholders and barriers.
• Defines, delivers, and adapts specialized products/services to meet customer needs by selecting the best possible approaches available within established systems.
• Develops and/or delivers a contingency plan for significant aspects of the risk management and/or control process.
• Makes sure that a portfolio of suppliers are delivering required levels of service while reporting to senior colleagues.
• Identifies and evaluates complex expertise-led solutions against a range of criteria to find the ones that best meet business needs.
• Develops product specifications while designing testing procedures and standards.
• Develops and/or delivers elements of a strategic planning system with guidance from senior colleagues.