The Senior IT Service Manager is responsible for service management across platforms, multiple channels and services to ensure service availability, performance and process maturity across this landscape, as well as the day to day management of the Service Manager community.
Senior Service Managers are:
• Responsible for making sure that business relations within the organisation are managed to enable delivery of ESN services, by working with their own team and the Business Relationship Management function
• Lead and direct teams to make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place, are operated and accurately reported with both external and internal teams
• The role holder will also have specific Subject Matter Expert responsibilities
The post holder will report to the Head of ESN Service Operations within Service Operations, working closely with the Service Integration and Assurance team.
The role is responsible for:
• The quality and scope of services delivered to the ESN users is delivered effectively and provides the support required by the ESN User Organisations.
• The maturity of services is improved over time through continuous service improvement methodologies and practices including user satisfaction
• Ensuring all suppliers and internal delivery teams carry out processes to appropriate standards
• Liaise with all other IT service functions to make sure that services are maintained
• Manage the overall day to day delivery of the ESN service
• Deputise as the Service Owner to approve and plan changes and releases to the end to end ESN service.
• Facilitate and responsible for the delivery of new functionality required by the business while protecting the integrity of existing services
• Ensuring that service asset and configuration items are properly controlled, and that accurate and reliable information about these assets is available when needed
• Where services or products are delivered as part of a supplier contract that the service obligations of both the supplier and the Authority are fully delivered
• Act as the Subject Matter Expert (SME) for:
- Incident and Problem Management
- Knowledge and Self Help
- Capacity and Availability Management
- Change and Release Management
- Service Level Reporting
The post-holder may be required to carry out other duties within the scope of the grade and within the limits of their skill, competence and training.
• Business analysis (IT operations) - Able to visualise, articulate, solve complex problems and concepts, and make disciplined decisions based on available information. Such skills include: demonstration of the ability to apply logical thinking, gathering and analysing information using comprehensive tools and techniques, the use of data to formulate both short term day-to-day and longer term strategic plans, and the ability to identify and analyse options and assess feasibility and operational impact. Ensures that the business solution aligns with the vision, mission, objectives, strategy, business and user needs and can identify and recognise a viable solution or control.
• Ownership and initiative - Takes ownership of problems and proactively resolves technical problems, ensuring that technical solutions continue to meet business requirements. Takes full accountability for actions taken and decisions made.
• Relationship management - Identifies, analyses, manages and monitors relationships with and between stakeholders. Clarifies mutual needs and commitments through consultation and consideration of impacts. For example, the coordination of all promotional activities to one or more customers to achieve satisfaction for the customer and an acceptable return for the supplier; assistance to the customer to ensure that maximum benefit is gained from products and services supplied.
• Service focus - Maintains focus on the whole life of service delivery - designs, develops, delivers and operates. Ensures that a set of IT products, suppliers and vendors come together to deliver an IT service.
• Service reporting - Takes management information and consolidates agreed key performance indicators into product or service measures that underpin service management of a specific product or service.
• Strategic thinking - Takes management information and consolidates agreed key performance indicators into product or service measures that underpin service management of a specific product or service.
• Understanding of service management framework - Has an in-depth understanding of service management framework principles and processes and the ability to apply the technical knowledge in project or programme activities.
• User focus - Understands users and can identify who they are and what their needs are based on evidence. Able to translate user stories and propose design approaches or services to meet these needs and engages in meaningful interactions and relationships with users. Puts users first and can manage competing priorities.