Service Design and Transition Manager

We support peace and prosperity by building connections, understanding and trust between people in the UK and countries worldwide.

We work directly with individuals to help them gain the skills, confidence and connections to transform their lives and shape a better world in partnership with the UK. We support them to build networks and explore creative ideas, to learn English, to get a high-quality education and to gain internationally recognised qualifications.

Working with people in over 200 countries and territories, we are on the ground in more than 100 countries. In 202122 we reached 650 million people.

Pay Band: 7
Location: Beijing, China
Department: Exams
Contract Type: Fixed term contract (2 years)
Closing Date: Tuesday, 24 October 2023- 23:59 China Time (GMT +8)

Role Purpose:
Overall manage IT service support teams, implement end-to-end IT service support model of China Exam systems for China market and global. The two departments mentioned above have about 6 full time staffs and 6 outsourced staffs. This post is critical for maintaining British Council IT service experience either from internal business operations team or external partners cooperation, plays a key role in successful delivery of business targets in China.

Main accountabilities but not limited to the following:
1) Overall manage IT systems transitions and IT support structure of China exam systems including support model design and implementation in different layers, IT call centre management, IT system maintenances management.
2) Overall manage IT support framework definition, establish the support models standards, process, and regulations and well landing in daily IT operations
3) Be responsible of managing systems deployment and systems maintenance team to well guarantee the feasibility and stability of systems running based on cloud computing environment
4) Be familiar with ITSM tools usage and rich experience in establishing IT service management including call centre best practices, well system maintenance and optimisations
5) Be responsible for IT service operations improvements, tracking and management of various processes in the cycle of IT service management, result in improving the efficiency of the operation management process.
6) Data driven, rich experience in building or relying on data operational dashboard to monitor the systems performance and contribute the improvements of systems
7) Result driven, stick on the target, and overcome the obstacles to achieve the goals with well communications and cooperations skills

Role specific knowledge and experience:
Experience managing the IT service management and IT servicer operations.
Proven experience in Information Technology Infrastructure Library (ITIL) practical implementation experience, ITIL knowledge and framework, and be familiar with trend of ITIL industry.
Proven experience in managing IT systems maintenance practices in Cloud environment.
Be familiar with process or business process re-engineering (BPR) consultancy.
Supplier and vendor management
Budget planning and monitoring

Role specific skills:
IT Project management skills
Foundation of ITIL/COBIT
Agile and Lean thinking

Requirements:
Qualifications:
o Bachelors degree or equivalent or relevant experience
o Practitioner level of ITIL or above
Language:
o English C1 (Aptis, IELTS 6 or equivalent)
o Chinese C1 ( HSK 5 or equivalent)
Condition of Employment:
Locally Recruited
Applications are welcomed from candidates currently in this location with a natural right to work.
Applications are also welcomed from candidates currently based in other British Council country offices. However, please note candidates must have a natural right to work in the country, on a permanent basis, as immigration clearance and/or on-going visa support is not provided by the British Council for this role. Relocation support is also not provided.

Benefits:
Annual Leaves (on a pro-rata basis if the service period is less than one full year); public holidays
Statutory benefits: national social insurance benefits and housing fund
Other benefits: commercial insurance package including accidental insurance, life insurance, and supplementary medical insurance
13th month salary: staff who pass the probation and work for minimum of 6 months in a year will be entitled to annual bonus in December
Performance-related pay: paid annually according to relevant performance review scheme
Professional development opportunities

A connected and trusted UK in a more connected and trusted world.

Equality , Diversity, and Inclusion(EDI) Statement

The British Council is committed to policies and practices of equality, diversity and inclusion across everything we do. We support all staff to make sure their behaviour is consistent with this commitment. We want to address under representation and encourage applicants from under-represented groups, in particular, but not exclusively, on grounds of ethnicity and disability. All disabled applicants who meet the essential criteria are guaranteed an interview and we have Disability Confident Employer Status. We welcome discussions about specific requirements or adjustments to enable participation and engagement in our work and activities.

The British Council iscommitted to safeguarding children, young people and adults who we work with.

We believe that all children and adults everywhere in the world deserve to live in safe environments and have the right to be protected from all forms of abuse, maltreatment and exploitation as set out in article 19, UNCRC (United Nations Convention on the Rights of the Child) 1989.

Appointment to positions where there is direct involvement with vulnerable groups will be dependent on thorough checks being completed; these will include qualification checks, reference checks, identity & criminal record checks in line with legal requirements and with the British Councils Safeguarding policies for Adults and Children.

If you have any problems with your application please email [email protected]

Please note: Applications to this role can only be considered when made through the Apply section of our careers website. Our ASK HR email is only to be used in case of a technical issue encountered when applying through the careers website. Emails with supporting statements and CV/Resumes sent to this email address will not be reviewed and will be deleted.