The IT Supervisor at Elsevier plays a crucial role in ensuring that the teams operating within the Software Asset Management and Technical Resilience pillar collaborate effectively to deliver the required capability. This will encompass Software Asset Management, Technical Resilience, and Policy and Process teams. The Lead collaborates closely with internal teams and wider stakeholder groups to ensure work is understood, prioritized, managed and progress is effectively reported. The lead will also be responsible for developing and coaching the members of the team to levels of high performance.

Accountabilities:

• Oversee day-to-day operations of the Software Asset Management and Technical Resilience Team, ensuring SLA adherence, standard operating procedures, and processes are followed,d and regular updates are communicated.

• Lead a team of IT Specialists, providing coaching and feedback to improve performance and development.

• Ensure excellent customer service is provided to end-users by monitoring satisfaction levels and communicating clearly on issue status and resolutions.

• Identify opportunities for operational and cost improvements, new technologies, and process enhancements to increase efficiency and effectiveness.

• Coordinate with other business units and departments to provide seamless support and services across the organization.

• Create, update, and maintain documentation for applicable systems, processes, and policies.

• Responsible for ensuring effective change management of SOPs, including documentation, training of team members, and adherence to revised SOPs.

• Responsible for handling service escalations by users and key stakeholders.

• Keep up-to-date with SAM and TR best practices and emerging technologies, and tooling to provide best-in-class support.

• Ensures that proper staffing and workload management are in place to meet the operational and project targets

• Foster a collaborative and positive work environment.

• Set performance goals, provide regular feedback, conduct performance evaluation,s and succession planning

• Participate in the hiring and onboarding process of new TIO TechX support hires

Qualifications:

• 3 years’ experience as a lead or supervisor in an IT organization

• 5 years’ work experience in a similar profile with a user base of 1000+

• Knowledge of Software Asset Management/Sourcing plus basic Technology resilience concepts.

• Experience with Flexera (an advantage) and FreshService /ServiceNow

• Strong leadership qualities with the ability to motivate, mentor, and improve team performance

• Excellent analytical and problem-solving skills

• Oracle OneFinance knowledge is an advantage

• AWS Technical knowledge is an advantage.

• Strong communication skills with the ability to interact effectively with both technical and non-technical stakeholders

Please refer to job description.