IT Service & Support Leader of the Year
Covering the roles from IT Director through to Service Manager and Team Leader, nominations for IT Service and Support Leader of the Year may come from yourself, colleagues or customers. |
| Demonstrate how the nominated Leader has made an exceptional and outstanding contribution to the success of your organisation’s IT service team. |
Judging criteria
Your entry must demonstrate how the nominee has approached each of the following areas. Supporting evidence is welcome. |
Leadership - 20%
Leaders guide organisations, inspire and motivate their people. Demonstrate how you drive the importance of IT service and support at a senior business level whilst providing clear business goals for the service team. |
Business Performance Results - 20%
Successful leadership of your IT service operation will be measured against your organisation’s goals and the satisfaction of both your people and customers.
Effective leaders should communicate the value of IT service throughout the organisation. You will have SLAs and customer-centric performance measures in place, regular collection of meaningful customer feedback and customer satisfaction levels. Evidence of creating a long-term collaboration between support, its stakeholders and customers must be shown.
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Team motivation, inspiration and satisfaction - 20%
The key responsibility of an excellent support leader is to create an environment that inspires and motivates people to perform at their peak.
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 Staff roles, responsibilities and support processes should be well documented. Service staff must have and maintain the required skills to respond effectively to customer help requests. |
| Meaningful performance feedback, peer and management recognition, strong communication and opportunities for professional growth are proven motivators and should be evidenced. |
| Your team must be well motivated, understand why their job is important, receive satisfaction from their work, and feel supported and valued by management. |
| Measurement or monitoring of key factors like absence and turnover, attitude and enthusiasm should exist. |
Policy and strategy - 15%
The mission, vision, goals and objectives of the support functions must clearly support and help achieve the stated goals for the business. It is essential that any support function be as one with the rest of IT. Leadership of policies and strategies must be translated in to clear objectives and plans that can be acted upon, measured and revised as required to achieve desired results. |
Process - 15%
The establishment of clear processes for the support function shows successful leadership. Processes –such as call logging and tracking, escalation procedures, performance measurement, quality improvement, effective knowledge capture and distribution, information management and communication, problem/change and service level management - must be well defined, measurable, documented, communicated and understood by your team. |
Resources - 10%
To lead your support operation well you must ensure they have the resources and tools necessary to achieve objectives. Whether infrastructure-related or support specific, they can include financial and human resources, physical facilities, communications infrastructure and processes, specialised organisational knowledge, hardware and software tools or third party partnerships. |
| You should write at least 200 words - and no more than 500 - for each of the judging criteria and, where possible, provide supporting evidence such as customer newsletters, advertising, performance data, testimonials and any other material that demonstrates your achievement of service excellence. |
| Download criteria in pdf format |
