Talent Enablement Manager - Unified Support

Job Summary

The Talent & Enablement Manager is responsible for all aspects of talent acquisition talent development common process ownership quality framework and compliance reporting for the Unified Support Service Operations team. The manager is responsible for a dedicated team of individuals delivering these services and must manage the teams performance and ensure the teams business goals and service standards are maintained.

The ideal candidate has excellent interpersonal and people management skills along with a drive to expand and enhance the abilities and opportunities of the wider team all wrapped in a passion to deliver service excellence.

Key Responsibilities:

Operational Duties

• Evolve enhance and quality control our case handling processes
• Evolve enhance and audit our quality control processes
• Design deploy and deliver training and development material for our specific organizational needs
• Maintain and evolve our skills tracking and development tools program and roadmap
• Expand enhance and enforce our rigorous talent acquisition process
• Produce compliance reporting and represent our organization in compliance audits
• Spearhead our activities in the deployment of AI to enhance our case handling and service delivery activities
• Lead our knowledge management and Knowledge Centre Service functions
• Produce data driven suggestions to improve service efficiency and quality
• A strong ability to coordinate and manage all relevant stakeholders including customers partners and other teams that are involved in or impacting upon the teams duties
• Understand the strategic vision of Unified Support and shape the teams long term and shortterm directions accordingly
• A continuous interest to keep abreast of industry trends and practices that allows you to effectively lead the strategic vision and longterm direction of the function
• Cost Centre management for their function.
   

People Management

• Effectively manage develop and train the team
• Lead a cohesive team across physical and virtual environments
• Ensure all members of the team have clearly defined and achievable personal and organizational goals and are supported to achieve those goals
• Perform employee performance monitoring & appraisals including initiatives to improve performance
• Facilitate employee welfare activities/events in conjunction with the wider Unified Support team
• Ensure compliance with local/company regulatory and legal requirements
• Ensure all ergonomics and IT facility/equipment requirements of staff are duly addressed
• Identify & organize required training/coaching programs to continually improve and upkeep team performance
• Implement human resource management best practices as per company organization & industry standards/directives
• Develop and maintain a conducive work environment and a collaborative culture.

Technical Skills

A wideranging baseline of technical knowledge covering the core relevant technologies for the IFS product suite will be useful including:

• Cloud based technologies (e.g. App Services SQL Database Storage Redis Cache etc.)
  • Any mainstream Cloud platform provider is acceptable Azure AWS GCP or OCI
• Oracle Database/Middleware Web Servers Proxies Firewalls
• Network architecture technologies and concepts (e.g. vNets NSGs VPN ExpressRoute SSL/TLS certificates DNS)
• Monitoring Technologies (native Azure monitoring and 3rd party monitoring tools such as Thousand Eyes Nagios Prometheus and others)
• Security principles encryption authentication authorization integrity auditing pentesting etc. and how these are applied in a cloud environment
• Understanding of the capabilities of common ITSM platforms such as ServiceNow or Jira ServiceDesk.

Core Competencies

• Have fluent interpersonal and communication skills in the English language
• Can collaborate well with others regardless of function or seniority
• Be accepting of responsibility accountability and ownership
• Be committed to deadlines
• Have a strong ability to be pragmatic structured forwardthinking and dependable
• Be calm under pressure
• Have a proven ability to manage time effectively while setting the tone of the team through role modelling and leadership
• Have understanding other parties needs and balancing stakeholders
• Be managing own time and that of a team efficiently and effectively
• Have ability to bring teams and individuals together to achieve common goals and motivate work in international multidiscipline crossfunctional teams
• Have flexibility to work to deadlines and needs of the role
• Have problemsolving skills and the ability to change approach based on information gathered during the process
• Be able to steer and motivate a team of individuals to deliver both when working physically together and remotely
• Have strong organizational skills and ability to multitask
• Have a natural ability to live the IFS Corporate values of Agile Collaborative and Trustworthy.

Qualifications :

Experience

Mandatory

• At least two years experience as a manager in enterprise or cloud service delivery is essential
• Experienced in cloud computing services enterprise IT service delivery devops or enterprise software support
• Demonstrable knowledge of cloud computing services or IT service management methodologies and best practices (preferably via ITIL)
• Demonstrable knowledge of project management in cloud computing services or enterprise IT service delivery (ideally PRINCE2 or PMP)
• Experience in modern ticket/service desk tooling such as ServiceNow Jira Service Desk or a similar tool
• Experience in common project management platforms such as MS Project Jira or a similar tool.
   

Value Add

• Highly experienced in a project management capacity with proven record and delivery
• Experience in ITIL ISO 20000 or a similar service delivery framework
• Prior experience in service desks would be useful in particular:
  • Designing and/or implementing ITIL based service desks and their processes
  • Establishing and/or operating 24x7 service desk operations
  • Establishing and/or operating Knowledge management and KCS methodologies in a service desk operation.

Qualifications

Mandatory

• A formal qualification (a bachelors degree or equivalent) in an IT Business Management or related discipline
   

Value Add

• ITIL qualifications
• Vendor provided technical certifications (CCNA OCP MCSA etc.)
• Further formal educational qualifications (MBA Msc etc.)
• Scrum master or PRINCE2/PMP certification.

Working Environment

• The role includes flexible working as part of its role
• The role nominally operates in European working hours but flexibility towards working hours is expected due to the global scope of the role and its stakeholders.

Additional Information :

We believe that coming together as a community in person is important for innovation connection and fostering a sense of belonging. Our roles have the right balance of remote and inoffice working to enable flexibility for managing your life along with ensuring a real connection with your colleagues and the broader IFS community.

Remote Work :

No

Employment Type :

Fulltime