Role: GBR IT & ITSM Lead
Location: Flexibly remote from one of our UK hubs (Bristol, Edinburgh, Harrogate, London, Manchester or Oxford)
Contract: Full-time, Permanent
Remuneration Range: Competitive
Key Responsibilities:
- Create visibility of the work completed by the global IT Team by:
- Ensuring that all non-project work (i.e. service requests, incidents and change requests) completed by the IT Team is recorded in tickets, within the ITSM
- Ensuring tickets are categorised correctly (e.g. Service Request, Incident, Change Request, etc.)
- Ensuring tickets are associated with the correct Service from the Service Catalogue (e.g. SharePoint, NetSuite, New User Request, etc.)
- Liaising with the Software Lead to ensure the Software in the Software Catalogue aligns with the Services available in Jira (and to automate this process by 23Q3)
- Ensuring tickets are linked to related tickets correctly (e.g. where an Incident requires a Change Request to resolve)
- Reduce the volume of work-in-progress in the ITSM (i.e. open tickets) by:
- Maintaining Playbooks and Runbooks for common scenarios, and ensure they are used and updated appropriately by Analysts
- Ensuring adequate global coverage for frontline Service Desk Analysts to respond to emerging Service Requests and Incidents
- Ensuring that junior members of the team action tickets within their skillsets
- Ensuring that junior members of the team escalate tickets beyond their skillsets
- Maximise the flow of tickets through the ITSM by:
- Proactively balancing fluctuating global workloads and ensuring tickets are distributed fairly across the global IT Team
- Identifying and improving workflows that result in rework/backflow: Where tickets are re-opened, Where tickets require additional handoffs/interactions due to incomplete information or poor scoping of dependent tasks, Where tickets require additional handoffs/interactions due to an inefficient process
- Ensure the qualitative success of the ITSM:
- Gather representative qualitative feedback from regions globally
- Manage relationships and satisfaction levels with regional leads
- Taking initiative for ongoing continuous improvement of the ITSM system
- Liaising with team members to identify areas of improvement for the UI/UX
- Liaising with management to identify areas of improvement for reporting/metrics
- Implementing changes in the ITSM to improve visibility and flow, and reduce WIP
- Taking initiative for ongoing continuous improvement of the ITSM users
- In collaboration with Regional IT Leads, promote collaboration and the transfer of skills between senior and junior members of the IT Team by pairing skilled Analysts with enthusiastic Analysts
- Providing regular, timely feedback to all members of the IT Team regarding successes and failures (e.g. via weekly stand-up meetings, or other suitable channels)
- Liaise with the NetSuite HelpDesk Team to ensure alignment, and similar levels of integration and visibility with NetSuite-specific issues
- Liaising with the global IT Coordination Team to ensure planned work can be prioritised and delivered by regional reportees
- Ensuring regional reportees understand how to prioritise planned project work
- Mentoring & pastoral care for regional reportees, particularly early-career reportees
- Ensuring GBR IT reportees spend an appropriate amount of time away from frontline duties:
- Improving internal systems
- Learning new skills
- Recruiting and retaining GBR reportees in collaboration with the IT Director and the business needs
- Reporting and planning budget and spending data for their region
About Anthesis
Anthesis is the sustainability activator!
Proud to be a B Corp, we seek to make a significant contribution to a world which is more resilient and productive. We do this by working with cities, corporates, investors and other organisations to drive sustainable performance. We develop financially driven sustainability strategies, underpinned by technical expertise and delivered by innovative collaborative teams across the world. The company combines the reach of big professional services groups with the deep expertise of boutiques.
Anthesis has clients across industry sectors from corporate multinationals such as Reckitt Benckiser, Cisco, Tesco, The North Face and Target, and also supports early-stage companies through Anthesis Ventures. The company brings together 1000+ experts operating in 42 countries around the world and has offices in Andorra, Brazil, Canada, China, Colombia, Finland, France, Germany, Ireland, Italy, the Middle East, the Philippines, Portugal, Spain, Sweden, the UK, and the US.
At Anthesis we value both the wellbeing and the professional development of our people by doing our best to make Anthesis a great place to work. Our identity, values, and the quality of our work are vested in our people and we want you to thrive, develop and succeed here.
As an equal opportunity’s employer, we value diversity in our workforce and make our decisions based on skills and experience – the only thing that differentiates you is your talent and the value you bring. We understand that diverse ideas breed extraordinary results by inspiring our thinking, challenging our solutions and enhancing our culture. Qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability.
Summary of Role:
Anthesis is expanding rapidly and IT support for more regions is being brought in-house, highlighting the need for a global ITSM to record, standardise, and drive efficiencies within our unplanned work. Anthesis needs a resourceful, independent person to manage this ITSM, and to incrementally improve the ITSM to better support the corresponding business objectives. This role will also directly manage the GBR IT Team.
Key Requirements:
- Experience managing a global ITSM, or 500+ user ITSM
- Technical literacy with 365, Intune, and Azure
- English language
- Experience with Atlassian’s Jira Service Management ITSM
- ITIL experience
- Familiarity with DevOps / Lean Manufacturing processes
- Scripting experience (preferably PowerShell)
- Spanish language a plus
- Any of these certifications:
- Microsoft 365 Certified: Fundamentals
- Microsoft Certified: Azure Fundamentals
- Microsoft Certified: Security, Compliance, and Identity Fundamentals
- Microsoft Certified: Azure Virtual Desktop Specialty
- Microsoft Certified: Identity and Access Administrator Associate
- Microsoft Certified: Security Operations Analyst Associate
- Previous background or passion for sustainability preferred;
- Curious, globally minded and enthusiastic
- Organised, methodical and analytical;
- Effective time management and organisational skills. Ability to respond positively to pressure and take a flexible approach to a dynamic, fast-moving and changing work environment.
- Work well with a wide range of people on a global basis;
- Proactive with the ability and confidence to use initiative;
Your Benefits (UK Only):
- Work within a highly motivated team in an innovative and rapidly growing global company
- Opportunity to have a direct impact and be a key part of the growth and development of the business and the team
- Work solely on projects that have an impact on the sustainability and climate change goals/challenges for clients
- Opportunity to work with, collaborate with and learn from sustainability SME’s who are passionate about the work they do and the impact Anthesis can have
- Exposure to a wide range of clients and projects on a global basis
- Competitive salary in line with, experience and skills
- Competitive benefits including flexible working, 25 days holiday and two volunteering days off and the day off for your Birthday!
- Cooperative, supportive and open working atmosphere.
