JOB SUMMARY

Are you an experienced IT Service Manager?
Do you have experience of leading teams?
If so, come join us as a Senior IT Service Manager.
As a Senior IT Service Manager, you are responsible for delivering the vision and strategy of the Lead Service Manager across the integration product suite, ensuring processes are followed, documented and matured. You will drive common service management processes that keep our products safe in live service and, where possible, will look for opportunities for continual service improvement of our processes.
Strong leadership, engagement, influencing and people management skills are required to develop, implement, and run exceptional support services to meet all performance and financial management targets/OKRs, financial management, and create an engaged, effective, and efficient customer focused service management function.
This Senior Manager post has functional accountability and management of all Integration services, ensuring value and quality is achieved for the end-to-end delivery and support of these services. The role requires regular exercise of choice and judgement sometimes in challenging, pressurised situations. Resilience and excellent communications along with influencing and interpersonal skills are essential to support effective senior stakeholder engagement and management.

JOB DESCRIPTION

As a Senior IT Service Manager you are responsible for ensuring implementation of the support strategy for Service Management across platforms, multiple channels, or a portfolio of Products/Services to ensure quality, availability, performance and process maturity ensuring alignment to Business outcomes.
You will champion cross team collaboration with key stakeholders to ensure new and changed Products/Services are sufficiently and safely supported into Live service whilst meeting the expectations of customers.
Advocate and support use of effective Change Management tools and processes ensuring the team actively engages in Change to ensure minimum disruption to IT services.
Lead in the definition and design of the support model which includes policies, processes, people and technology in alignment with agreed strategy and Service Management process and policies to meet the needs of the Business.
Understand and build effective relationships with stakeholders and suppliers. Act as an escalation point for the Products/Services within your portfolio. Identify clear pathways for resolution and engage with relevant stakeholders to successfully manage and resolve issues arising.
Responsible for ensuring compliance to agreed Service Management processes and procedures.
Ensure the appropriate measures and reporting mechanisms are in place, including Key Performance Indicators (KPIs), Operational Levels and Services Levels, capacity, trends and quality which align to Business outcomes and inform on the health and trends for Products/Services in their Portfolio.
Responsible for ensuring the effective monitoring and, progression of end to end Live service performance, and quality issues across the service, to ensure support functions and technical services remain responsive to customer needs.
Support the definition, negotiation, and management of Service Management provision and associated SLAs and internal Operational Level Agreements(OLAs) for Products/Services.
Drive a proactive approach to forecasting and trending across Portfolio to ensure quality, capacity and resource demands are anticipated and impending risks managed.
Providing Business outcome focused reporting/dashboards to Digital and operational stakeholders.
Create and maintain a culture of Continual Improvement. Ensure processes in place to identify and explore improvement opportunities. Lead engagement with stakeholders to prioritise, agree and implement opportunities to deliver service improvements that optimise Business outcomes and align to agreed strategy.
Manage team ensuring they clearly understand responsibilities and Business priorities, working together to fulfil shared objectives. Complying with legal, regulatory and security requirements to ensure effective delivery of Business outcomes.

TECHNICAL SKILLS

We’ll assess you against these technical skills during the selection process:

• Supplier Relationship Management

NATIONALITY REQUIREMENTS

This job is broadly open to the following groups:

• UK nationals
• nationals of the Republic of Ireland
• nationals of Commonwealth countries who have the right to work in the UK
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS)
• individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020
• Turkish nationals, and certain family members of Turkish nationals, who have accrued the right to work in the Civil Service

Further information on nationality requirements

Digital
Information Technology