Service Fulfilment Co-ordinator - Lateral Move

#internal

Please note this vacancy is only available for Birmingham City Council employees that are under a S188 (Priority Movers and Lateral Movers).

Service Fulfilment Coordinator Lateral Move

Permanent

GradeConsultation grade subject to formal evaluation under the Pay Equity Review

Working 36.5 hours per week

This is an exciting opportunity to join a team that is passionate about delivering userfocused will provide day to day operational support through the coordination and resolution of standard nonstandard or complex access management service fulfilment requests using Active Directory MS Azure MS Exchange Powershell and Office 365 Admin Centre platforms.

In line with our Digital Strategy you will also be looking for opportunities to improve and automate the way in which service fulfilment requests are offered to and requested by our customers as well as delivered by our operations product delivery platform and business teams.

What we are about

Its exciting times as we move towards a leaner agile approach to delivery. Putting the user at the centre of our delivery is key to ensuring we design products and services to solve real life problems. We are working collaboratively across multidisciplinary teams to cocreate design and deliver services to make a difference for Birmingham Citizens.

The Digital and Technology Services Service Fulfilment Team is committed to creating an environment that promotes diversity and inclusivity wellbeing and are focused on supporting our team members to be the best that they can be through empowerment coaching and providing development opportunities.

What you will do

• Coordinate the fulfilment of access management requests relating to Active Directory accounts using Active Directory MS Azure MS Exchange Powershell and Office 365 Admin Centre platforms ensuring service requests are delivered according to organisational requirements and automated where possible.
• Coordinate the fulfilment of standard nonstandard complex or bulk service requests ensuring service requests are delivered according to organisational requirements and automated where possible.
• Monitor and manage service requests and queues efficiently identifying urgent and VIP service requests and resolving or forwarding them to specific groups as appropriate to meet agreed SLAs.
• Liaise and escalate service requests to other teams departmental contacts or thirdparty suppliers where required and continuously monitor the service requests processing status to ensure service levels are met.
• Work with users and service leads to resolve service requests across multiple platforms services and applications manage customer expectations and review service requests to improve service automation provision and customer satisfaction.
• Ensure that customers receive friendly professional and consistent service regardless of the service request being dealt with.
• Constantly work to improve performance using Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs) to make sure that users are receiving the best possible service.
• Identify and inform the Service Fulfilment & Automation Manager of any complaints and major incidents promptly and provide support as required through to resolution.
• Be a role model for our values and lead by example to help transform the organisations culture fostering a high trust empowered and inclusive environment where teams and individuals thrive and perform at their best.

We will support you with

• Extensive eLearning support and tools
• Working across multidisciplinary teams to knowledge share
• Communities of Practice to share and learn
• Coaching and mentoring on delivery methodologies

About us

Were thrilled to announce an exciting opportunity to be a part of Europes largest local authority with unprecedented investment in digital and people a forwardthinking strategy and empowering leadership were building new digital services that prioritise the needs of our citizens businesses and communities fulfilling ambitious plans for the city today and tomorrow.

Join Digital and Technology Services on our journey as we innovate and improve the way we serve our communities. As a member of our multidisciplinary team youll have the chance to play a crucial role in transforming public services and making a positive impact to the lives of our Citizens.

Please upload your uptodate CV via the attachments part of your application this is required for shortlisting. Unfortunately we cannot consider any applications without a CV attached.

Birmingham City Council is an accredited Disability Confident Leader employer andwe arecommitted to employing retaining and developing all of our people.

We want to ensure your recruitment journey with us is a positive and equitable one so please let us know if there are any reasonable adjustments additional support accessibility needs or if there is any way in which we can support you through your application.

For any informal enquires please contact:Cara Webb .

We welcome applications from people with caring responsibilities and flexible working options will be considered.

Proof of Right to work in the UK will be required for all applicants in accordance withUK Home Office requirements before any employment offer can be confirmed.

Job Description and Person Specification