Purpose of the role

• Delivery and ownership of the key ITIL operational processes (Incident, Problem, Change and Request)
• Service restoration for all incidents and degradations in service, focus on compliance with SLAs. 
• Problem resolution and Root Cause, strong focus on continual improvement internally and with MSPs
• Drive successful change management across the Cargo organisation

Accountabilities

Working in partnership with IAG Cargo IT and the business teams to:

• Ensure the service delivery remains aligned to business needs through engaging with key   stakeholders to understand and shape business requirements for the short and long term 
• Ensure that services and key processes meet SLA, and quality standards and conform to compliance requirements 
• Take a strategic angle to ensure that the approach to delivering services takes the best advantage of market capability, driving efficiency and continual service improvement 
• Track and report on all services being delivered and align with the Service Management team to assess supplier performance
• Take the lead in ensuring all services have the robust support model to be able to provide the business requirement
• Deputise for Head of Service Operations where appropriate

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities

Key Stakeholders

External:

• Third-party strategic partners and key solution suppliers

Internal:

• IAG Cargo IT Senior Leadership Team (SLT)
• Senior managers/customers from across the Cargo business areas
• IAG Cargo IT colleagues