IT Service Manager – SC Cleared

Clearance: Security Check

• Looking for someone who can drop into the existing service management operation and hit the ground running
• Flexible and broadly deployable, confident with technical disciplines and has a successful track record of leadership
• Ability and confidence to take ownership and is able to pick up some of the technical pieces as required
• ITIL V3 or V4 and ITSM would be beneficial – working knowledge would be acceptable
• Hands-on experience with Service Now or Service Anywhere
• Previous experience in an Incident Management, Problem Management, Knowledge Management or CI/CD Management role would be good to have

Responsibilities:

• Supporting the management of successful delivery of a Value for Money IT support function, including the management of service delivery support teams.
• Identify opportunities to improve the user experience and implement interventions
• Resource management of teams to meet the demands of the business and Financial management of relevant Operations budget lines and current contracts
• Work with Commercial Team to ensure that we leverage best value from current suppliers and frameworks.
• Act as an escalation point for the operational Service Desk
• Take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements.
• Ensuring services are aligned to ITIL best practice
• Ability to perform operational ITSM activities to enable ITIL aligned processes, such as Incident Management, Problem Management and Change Management
• Ensure adequate reporting and service standards are met for the ITSM organisation
• Attend the weekly Operations Management meetings and ensure that two way cascading happens throughout their teams, e.g. Change Agreement Board
• Identify, plan and perform Continual Service Improvement activities for ITSM processes, including working alongside Service Delivery teams (Support teams)
• Maintain an Operational Service Catalogue and wider IT service operations knowledge library
• Ensure service asset and configuration processes/policies are properly controlled, and that accurate and reliable information about assets is available
• Manage customer service functions, including responding to issue reports, information requests, access, etc.
• Where appropriate, act as a liaison with other government departments on IT service delivery issues

Skills:

• Understanding of ITSM framework: In-depth understanding of ITSM framework principles and processes, and the ability to apply the technical knowledge.
• Flexibility: Able to adapt, so as to more effectively influence colleagues and clients. Helps clients and colleagues to do this.
• Independence: The confidence to have a point of view and be courageous enough to express it even if it proves unpopular.
• Self belief and awareness: Evidence of being able to reflect (in the moment & afterwards) on personal style, bias, and ways of working, and the impact on others.
• Knowing the business: Quickly develop an understanding of the business, strategy, to communicate in business terms and understand the business levers.
• Team-working: Working as part of a multi-disciplinary team, leveraging the skills of those around you and build trusting relationships with colleagues

SC CLEARANCE AND SOLE UK NATIONALITY IS ESSENTIAL FOR THIS ROLE.

If you feel you have the skills and experience needed for this role; please do apply now.