IAG CARGO

Looking for a challenge in one of the world’s largest airfreight logistics organisation and a FTSE 100 company?

At IAG Cargo we are in the business of moving things. From antibiotics to rhinoceros, gold bullion to avocados and everything in between. Whatever people need, wherever they are. In an era of digital screens and closed borders, we open the skies and fly the world to bring people the things they really need.

As the logistics and cargo brand of the International Airlines Group, you will work across the globally recognised brands of Aer Lingus, British Airways, Iberia, Level and Vueling as we build and shape a new logistics company. We believe in a world that is always moving, with values that underpin our business. By always delivering, always improving, always listening and always working with integrity, we are creating an inclusive business that works for its customers and its colleagues around the globe.

Purpose of the role

• Delivery and ownership of the key ITIL operational processes (Incident, Problem, Change and Request)
• Service restoration for all incidents and degradations in service, focus on compliance with SLAs. 
• Problem resolution and Root Cause, strong focus on continual improvement internally and with MSPs
• Drive successful change management across the Cargo organisation

Accountabilities

Working in partnership with IAG Cargo IT and the business teams to:

• Ensure the service delivery remains aligned to business needs through engaging with key   stakeholders to understand and shape business requirements for the short and long term 
• Ensure that services and key processes meet SLA, and quality standards and conform to compliance requirements 
• Take a strategic angle to ensure that the approach to delivering services takes the best advantage of market capability, driving efficiency and continual service improvement 
• Track and report on all services being delivered and align with the Service Management team to assess supplier performance
• Take the lead in ensuring all services have the robust support model to be able to provide the business requirement
• Deputise for Head of Service Operations where appropriate

This role may require travel and working from multiple sites/locations. Willing and able to travel to participate in meetings, workshops, and other related activities

Key Stakeholders

External:

• Third-party strategic partners and key solution suppliers

Internal:

• IAG Cargo IT Senior Leadership Team (SLT)
• Senior managers/customers from across the Cargo business areas
• IAG Cargo IT colleagues

Qualifications

• Educated to degree level or equivalent experience

Desired qualifications

• ITIL qualification

Skills

• Deep understanding of service value for customers and driving continuous service improvements.
• Initiates and manages change to help shape the future direction of IAG Tech and organisation.
• Demonstrates clear leadership and an ability to influence and persuade across the organisation at senior levels, leading by example and aligning stakeholder groups around a common vision.
• Collaborative, open working, resulting in recognition as a valued partner by colleagues, customers and senior stakeholders across the organisation.
• Demonstrates and applies a deep understanding of third-party supplier management principles.
• Excellent communication skills with a capacity to present, discuss and disseminate important messages to an executive audience
• Clear decision-making ability with the facility to judge complex situations and assess when to escalate issues
• Fluent written and spoken English

Experience

• Experience of leading a global 24x7 service offering
• Strong experience of delivering critical IT services in an operational environment
• Business partnering, working as a valued partner with internal and external stakeholders across a diverse stakeholder base, delivering a value-added service to customers
• Proven track record of successful stakeholder management at a senior level, with a proven ability of influencing and persuading across the organisation
• Proven experience of dealing with diverse supplier framework
• Good application of supplier management skills, building effective relationships through a business partnering approach, ensuring service levels are maintained for business customers
• Experience of operating across multiple countries and cultures is desirable, but not essential