IT Service Manager- SC Cleared

Clearance : SC Clearance – you need to have used it within the last 12 months

Duration : 6 months

MUST hold current valid SC Clearance

• 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

Other preferable requirements:

• ITIL Qualifications (V3 or V4)
• Security Clearance
• Operational ITSM tool experience

(Sole UK nationals only)

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