Service Planning Lead
3h ago

Elsevier is a global information analytics business that helps institutions and professionals progress science, advance healthcare and improve performance for the benefit of humanity.

We help researchers make new discoveries, collaborate with their colleagues, and give them the knowledge they need to find funding.

We help governments and universities evaluate and improve their research strategies. We help doctors save lives, providing insight for physicians to find the right clinical answers, and we support nurses and other healthcare professionals throughout their careers.

  • Elsevier provides digital solutions and tools in the areas of strategic research management, R&D performance, clinical decision support, and professional education;
  • including ScienceDirect, Scopus, SciVal, ClinicalKey and Sherpath. Elsevier publishes over 2,500 digitized journals, including The Lancetand Cell, more than 35,000 e-book titles and many iconic reference works, including Gray?

    s Anatomy. Elsevier is part of RELX Group, a global provider of information and analytics for professionals and business customers across industries.

    Elsevier employs over 7,000 people in more than 70 offices worldwide. We are an employer of choice, attracting and developing talented and creative people who thrive in a challenging and fast-paced environment.

    We offer an excellent compensation and benefits package as well as a real opportunity for career growth in a growing organization.

    The Service Planning Lead, will play a key role in facilitating & supporting delivery against an exciting roadmap of work & ensuring that supportability for our users is baked into everything we do.

    The role sits within the End User Computing (EUC) function, which is responsible for enterprise engineering (including AV, storage, Office 365) networking and device management of over 10000 devices.

    Reporting to the Service Assurance Manager, you will be embedded in the engineering and support teams. Your role will focus on ensuring that all new and changed services from these teams meet or ideally exceed the business requirements.

    You will also ensure that correct change control procedures are followed, that stakeholders are correctly engaged around release activity, and that effective knowledge is in place for both our users and our support teams.

    You will also work with our support teams to ensure that problems identified in your area are effectively prioritised and progressed, to ensure our users receive an optimal experience.

    You are a person who is passionate about defining great service and collaborating to deliver it in the most efficient way.

    Required expe rience

    Experience in executing Service Management processes within a sprint delivery model.

    Knowledge of Agile methodologies including Scrum and Kanban and how to align with each.

    Strong track record of producing detailed Service documentation including Service Design Packages and Service Transition plans across multiple platforms and technologies.

    Proven experience in building effective relationships with internal stakeholders and suppliers.

    Knowledge of end user platforms and services.

    Preferred expe rience

    Knowledge of Cloud technologies and the service offerings around the platform.

    Knowledge of Information Analytics

    Skills and attributes

    Gravitas to influence and matrix-manage a range of non-direct reports within the EUC IT team.

    Able to convert complexNon Functional Requirements into a workable support model.

    Strong reporting skills in order to clearly communicate the progress / challengeswithin the functional area to a senior management audience.

    Innovative and positive team player with excellent communication and service skills, confident in communicating / presenting technical issues and managing the demands of non IT staff and senior stakeholders (to Senior VP level).

    Passionate about delivering great service to stakeholders as part of a collaborative IT team.

    Ability to manage conflicting demands and priorities, and influence others.

    A well organised, collaborative and creative professional approach.

    A positive team player with excellent interpersonal communication skills.

    Education and Qualifications

    Any qualifications in the area of Agile ITSM would be highly advantageous.

    Elsevier is an equal opportunity employer : qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

    If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact 1.

    877.734.1938 or accommodations

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