Virgin Limited Edition is an award-winning collection of unique retreats, chosen for their beautiful locations and magnificent surroundings; each offers a sense of fun, style, luxury and exceptional personal service.
The group includes Necker Island and Moskito Island in the Caribbean’s British Virgin Islands; Kasbah Tamadot in Morocco; The Lodge in Verbier, Switzerland; Mahali Mzuri, a tented safari camp in Kenya; Son Bunyola in Mallorca, Spain; Ulusaba Private Game Reserve and Mont Rochelle Hotel and Mountain Vineyard in South Africa. This role is based in Hammersmith, London where our central teams are located.
The role supports the IT Director in the management & delivery of the IT service across the VLE Group. The role has direct line management responsibility for the VLE IT Services Manager(s) & IT support staff based in the UK office.
A key aspect of the role is around the management of our numerous 3rd party technology service providers. One of the main objectives is to ensure processes, procedures and standards are aligned and maintained across these external service providers.
Another very important part of the role is to ensure that our end users are aware of and utilising the agreed procedures for raising tickets and requests and understand the various service level agreements we have in place and how to go about checking the progress of their tickets and raising escalations where necessary.
This is a hands-on role that will from time to time involve the direct support of end users, and will be an escalation point for any serious incidents and issues. VLE is a 24x7 operation and as such some out of hours work will be expected.
The role will also entail scoping and delivering a number of projects related to service and technology alignment and improvement.
To be considered for this role, you must have the right to work in the UK.
Here’s what you need in your toolkit:
QUALIFICATIONS/ EXPERIENCE
- One or more professional qualification in the area of IT Service Management such as ITIL or SDI
- Experience in managing 3rd party service providers
- Experience in managing a team of IT personnel
- Experience in supporting users at all levels, both face to face and remotely
- Project work, including delivering infrastructure requirements to support a diverse range of global IT systems & applications
- Experience of running a tendering/RFP process would be beneficial
- Travel & leisure industry experience would be beneficial
BEHAVIOURS/ SKILLS
- Empathise with your customers/end users/team
- Ability to bridge the gap between technology and the business
- Ability to set objectives and delegate to others
- Good time management skills
- Able to prioritise and meet deadlines
- Commercially astute
- Approachable attitude – happy to provide a “service”
- Assertive and confident in dealing with people & suppliers
- Flexible approach and happy to get involved in ad hoc activities outside their remit
What’s the gig?
Here’s what you’d do:
Supporting and assisting the IT Director, specifically:
3rd party service provider management
• Review incidents and service requests raised on our 3rd party service providers by staff from across the Group and ensure they are being appropriately prioritised and handled
• Ensure IT procedures (e.g. joiner/mover/leaver) are harmonised, documented, published, understood and followed by internal staff and our IT service providers
• Hold regular service review meetings with our service providers and ensure they are meeting their contractual commitments and SLA’s
• Ensure VLE IT has a continual service improvement plan (CSIP) in place and that this is aligned with the CSIPs for our various service providers
• Provide regular IT service reporting to internal stakeholders (Exec and Property Management teams)
• Assist with supplier selection and on boarding
End user support
• Engage with users & stakeholders from across the business to ensure their IT needs are understood and being met
• Review, streamline and harmonise all IT procedures around staff on boarding, staff moving riles/properties and staff leaving
• Continually review IT tools and technologies (hardware, software, applications) to ensure they are fit for purpose
• Assist with end user support issues, taking a balanced approach between getting directly involved or escalating to 3rd party support
Team Management
• Manage a small team of VLE IT Managers and support personnel
• Ensure SMART objectives are set and that the team members are delivering against these
• Hold regular 1-1’s and performance reviews with team members, taking action when needed to address any performance concerns
• Build & develop the team to ensure they have the skills and capabilities to deliver the VLE IT service across the Group
Project Work
• Scope, plan and manage small IT projects ensuring business buy in and commitment
• Scope, commission and oversee projects from 3rd party service providers
• Be the IT representative/lead on others projects from across the Group
• Track project spend against budget and report project progress to the Management & Executive Teams
Other responsibilities
• Ensure Conference/Meeting Room IT/AV is functional, tidy and documented
• Assist the IT Director and other members of the IT Team with ensuring that Guest facing IT & AV services are of the highest standard
• Be an escalation point for IT issues and incidents
• Assist the IT Director with the preparation of business cases, budgets and forecasts for IT spend across the Group
• Deputise for the IT Director as required
Here’s the deal
Package & Benefits:
- Competitive salary
- Performance based bonus scheme, with criteria, up to 20% of salary
- Season ticket loan and cycle to work scheme available
- 20 days paid holiday per year plus public holidays
- Hours as required
- Additional day off for your birthday
- Tribe Discount Card
- We will contribute 50% towards private healthcare after 12 months service and then 100% after 2 years’ service
- Fun and relaxed working environment