Senior IT Service Manager

at  Department for Business and Trade Digital Data and Technology

ABOUT US

The Department for Business and Trade (DBT) is the department for economic growth. The Digital, Data and Technology (DDaT) directorate develops and operates tools and services to support businesses to invest, grow and export, creating jobs and opportunities across the country.

ESSENTIAL SKILLS AND EXPERIENCE

• You will need to have demonstrable skills and experience of:
• Implementing policies, processes or procedures and working within their boundaries
• Identifying key users, stakeholders, and relationships, contributing to building and improving these relationships, possessing an ability to collaborate and communicate across teams and organisational boundaries
• Experience of working with third party suppliers, involving working to agreed KPIs or SLAs and escalating where appropriate, within an IT environment
• An analytical approach to problem investigation, understanding the impact of technical changes and recognising opportunities to improve and provide solutions
• Providing written reports that clearly articulate service and/or supplier performance through executive summary, supported by fuller detail

MORE ABOUT US

This role can only be worked from within the UK, not overseas. If you are based in London, you will receive London weighting. DBT employees work in a hybrid pattern, spending 2-3 days a week (pro rata) in the office on average. Travel to your primary office location will not be paid for by DBT, but costs for travel to an office which is not your main location will be covered.
You can find out more about our office locations, how we calculate salaries, our diversity statement and reasonable adjustments, the Recruitment Principles, the Civil Service code and our complaints procedure on

ABOUT THE ROLE

As a Senior IT Service Manager, you will be working within a small team and reporting to the IT Service Management Lead, and you will be responsible for ensuring the overall IT service is in line with agreed metrics and KPIs (Key Performance Indicators).

RESPONSIBILITIES

You will:

• Manage contracts for assigned service suppliers and ensure service is delivered in line with the agreed contract
• Take accountability of adherence to agreed metrics and KPIs, processes and procedures for assigned service and contracts
• Inform and advise on defining, designing, and refining necessary support models to include people, process, and technology in alignment with service management best practice
• Support the collaborative, dynamic planning process - prioritising the work that needs to be carried out against the capacity and capability of the team
• Manage and effectively engage with stakeholders across DBT
• Follow defined processes, helping service continuity planning and support. Identify the information and systems that support critical business processes, integrity and confidentiality and then coordinate design, testing, maintenance procedures and contingency plans to address exposures and maintain agreed levels of continuity
• Take ownership of the processes and procedures involved in reactively and proactively resolving technical problems, ensuring that technical solutions continue to meet business requirements
• Be responsible for continuous service delivery, developing and delivering all the changes and improvements necessary to provide effective services for users