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This role of Subject Matter Expert is to provide specialist knowledge and expertise into the programme team in line with a particular service, in this case provision of first line technical support to end users via a Technology Service Desk. The Service Desk will be sourced as a component of the ICT procurement, in combination with End User Compute services.
Knowledge, Skills and Experience
Demonstrable Subject Matter Expert contribution to other large initiatives
Expert knowledge of Service Desk functions in line with ITIL standards, including Incident, Problem and Request Management;
Expert knowledge of the service management and reporting obligations placed on a outsourced Service Desk, including application of standardised terminology and metrics;
Familiarity with Service Management Tool suites and other technologies used in the Service Desk environment, and their appropriate adoption by client and supply-side agencies;
Deep understanding of the interfaces between remote and on-site first line contact and second and third line resolver groups;
Experience of implementing or operating a unified Service Desk in a multi-supplier environment;
Good/expert knowledge of typical user support workflows and an understanding of the capacity and management of the same;
Comprehensive and current understanding of the wider market implementation of related services;
Good understanding of, and approach to, service requirements specification – from strategy to realisation;
Excellent communication (verbal, written, listening) and influencing skills.
Knowledge of the industry sector and good understanding of traditional and new technologies
Strategic thinking – able to identify a vision along with the plans which need to be implemented to meet the end goal, evaluating situations, decisions and issues in the short, medium and long term.
Analytical thinking - Able to simplify complex problems, process projects into component parts, explore and evaluate them systematically. Able to identify causal relationships and construct frameworks, for problem solving and/or development
External thinking - keeps up-to-date with developments in the outside world and considers challenges in the wider context.
Business Management - Is able to understand commercial imperatives and trading relationships, appropriately applies business principles in terms of costs, the market and added value.
Negotiation and influencing - proven negotiation skills, ability to present sound and well-reasoned arguments to convince others. Demonstrates the ability to draw from a range of influencing strategies to persuade people to achieve agreement or behavioural change. Listens to other points of view to gain understanding.
Problem Solving - Able to simplify complex problems, processes or projects into component parts, explore and evaluate them systematically. Able to identify causal relationships, and construct frameworks, for decision making and problem-solving.
Transforms proposals/ideas into practical reality.
Communication - able to get messages understood clearly by adopting a range of styles, tools and techniques appropriate to the audience and the nature of the information. Recognises the importance of sharing and disseminating information and contacts
Influencing and persuading - able to present sound and well-reasoned arguments to convince others. Can draw from a range of strategies to persuade people in a way that results in agreement or behaviour change
Managing relationships - able to build and maintain effective working relationships with a range of people, including senior/executive level. Works co-operatively with others to be part of a team, as opposed to working separately or competitively.
Free Job description Subject Matter Expert IT
This role will be responsible for the appropriate definition of service requirements, assessment of supplier responses to procurement processes, and potentially contributing to the management of service transition to a new supplier.
The key accountabilities and responsibilities are outlined below:
Providing expert input to the service requirements definition process, writing and/or reviewing market-facing documentation describing Level 1, 2 and 3 Services;
Researching and contributing non-functional information to the requirements documentation;
Providing expert input to defining the technical qualification questions for the Pre-Qualification Questionnaire;
Contributing to other procurement documentation including the Programme Prospectus;
Seeking feedback from the divisional representatives on the validity of the service descriptions and possible change implications;
Contributing to initial forecasting of service transition arrangements and timeline.
Contributing to development of the evaluation criteria to be applied to bidder responses;
Reviewing supplier responses at all stages of the procurement process against the evaluation criteria. This will include service provision and also the proposed transition process;
Identifying further points of clarification required in bidder responses, and responding to bidder requests for additional information as required by Procurement;
Acting as contact point for service or technical queries from the members of the procurement team, quality assuring responses to Bidder clarification questions;
Responding to service or technical clarification questions from Bidders;
Providing expert input to other work streams in the procurement process including financial, commercial and legal;
Attending bidder briefings and Competitive Dialogue meetings as required.
Service Transition (Optional)
To advise the Exit & Transition Manager and project team on risks and issues arising from Service Transition, and propose mitigations;
To support hand-over of service specification and performance into the SOM function
It will take first line contacts regarding all the technologies including those used in production, and will hand off Tickets to multiple Tower resolver groups. The SME must understand and represent the detailed service requirements in the context of extensive market and technical knowledge
The individual will be part of the Programme Delivery team. The role will require development of close professional relationships with other technologists, production, support representatives and 3rd parties, to ensure successful delivery of the ICT procurement project of which Service Desk is a key component. Additionally, the SME will ensure that supply-side implementation of the Service Management suite of tools and other associated products are built into the procurement specifications.