Exponential-e
Founded in 2002, Exponential-e swiftly established itself as a UK Cloud, Connectivity and Communications pioneer. Throughout our history, a focus upon leveraging leading-edge technology to deliver profitable and innovative services to our clients and prospects has resulted in industry and peer recognition for our ground-breaking approach, a truly world-class ICT services company.
We’re a company of innovators who think big and achieve bigger! Our people are crucial to the continuing success of our company. From our CEO to our new Graduates, each of our people demonstrates our PRIDE principles which are at the core of everything we do.
Overall purpose of the job:
Exponential-e runs a partnership service with the UK Ambulance Radio Programme (ARP). We have created a team to manage the portfolio of suppliers who provide communications technology to all mainland UK ambulance trusts on ARP’s behalf. The service will be run using ITIL principles with a team of service and technology specialists. In this role you will be focused on various ITIL processes (Configuration/Asset Management, Problem Management, Change Management, Service Improvement, Process documentation, Reporting).
Key responsibilities for this job:
- Work with the Exponential-e Service team and wider team to advise, review and develop the ITIL-based process to be used in delivering live service.
- Supporting and advising around the required ITIL services and subsequent service delivery for the ARP Service Partnership.
- Review suggestions from the Client or Exponential-e concerning potential improvements to the Service Design
- Contributes to the continual improvement of Service Delivery standards and practices.
- Efficiency and process improvement recommendations internally and externally.
- Ensuring that operational teams and subcontractors maintain a clear understanding of the client's needs and provides day-to-day internal and client advice and support.
- Create relationships with the Customer, their suppliers, and internal colleagues to help manage and drive service improvement within the Service Partnership
- Monitor, review and report the service performance of all service activities against the agreed service performance indicators (KPIs) and metrics to measure the effectiveness and efficiency of ITIL processes.
- Identify, record and manage all service vulnerabilities which impact or may impact the Customer.
- Driving and providing guidance across the ITIL service functions and delivery.
- Review existing IT Service Management processes, particularly Problem Management, present recommendations for service improvements and manage the changes associated with the recommendations agreed for implementation.
- Working with Process Managers and Process Owners, maintain and help ensure compliance and understanding of the IT Service Management processes.
- Develop effective metrics and measurements to monitor ongoing delivery of value by processes.
Desirable knowledge and experience required:
- ITIL certifications, such as ITIL Foundation and ITIL Practitioner, are highly desirable.
- Experience in implementing and managing ITIL practices in an organization.
- Experience working within a service provider environment delivering ITIL-based solutions to customers.
- Experience in working with customers to achieve a common goal.
- Excellent customer service and communication skills.
- A methodical and structured approach with the ability to manage and prioritize multiple tasks at any one time.
- A well organized and self-motivated team player.
- Ability to work within a pressurized emergency services delivery environment.
- Ability to “think outside of the box” as necessary.
- Proficiency in ITSM tools and software for processing automation and monitoring.
- Experience of reporting on and developing useful KPIs, using analytics tools (e.g., SQL, Power BI) where appropriate and necessary
- Working knowledge of ITSM toolsets, Excel spreadsheets and standard productivity tools (e.g., SharePoint and MS Teams)
Our People
Our people are what makes Exponential-e Group the company it is today. This year’s employee survey highlighted that 81% of employees who took the survey, would recommend a friend to work for our organisation.
Learning and development are fundamental parts of daily life at Exponential-e. From their first day at the company, everyone is provided ample opportunities to develop their skills and broaden their horizons, with our own L&D team running a range of bespoke courses, based on the latest innovations and challenges across the digital landscape.
Exponential-e Group is committed to providing equal opportunities in employment and treating all employees with respect and dignity. The company respects and values the diversity of its staff, striving to maintain an environment where there is opportunity for everyone to feel valued, their talents to be utilised and for both personal and organisational aspirations to be met. Every employee plays a vital role in helping to create an inclusive working environment by understanding and harnessing difference in a positive way.
