Are you ready to lead the delivery of high quality digital services that make a real difference to millions of users?
Do you thrive on solving complex IT service challenges and driving continuous improvement?
If so, this could be the role for you!
As a Senior IT Service Manager, you are responsible for ensuring value and quality is achieved for the end-to-end technology solution, support service and/or user experience of a digital Product/Service.
You are responsible for defining and managing mechanisms, such as service level and operational level agreements, to deliver to agreed performance targets in a cost effective and timely manner across all relevant functions.
You will drive analysis and resolution of complex issues, enlist support and escalate where appropriate to relevant IT service functions.
You will own stakeholder relationships and make sure that Products and Services are delivering efficiency in meeting business and user requirements and are able to offer guidance and respond effectively to queries about Product/Service design, policy, etc.
In addition, you will undertake, and have accountability for teams who deliver, Service Management duties e.g. Incident Management, Problem Management, Service Design & Transition.
You will have line management responsibilities, supporting and managing development of others and acting as a point of escalation.
The successful applicant will become a member of the DWP Digital & Transformation IT Service Management community, with opportunities for personal and professional development.
There will be an expectation that the successful candidate will cover both in and out of hours Major Incident support.
Manage the performance of the Products/Services within the role remit ensuring alignment to customer expectations and defined targets, and that relevant support functions remain responsive to customer needs.
Responsibilities
* Responsible for live service support centred on operational running of digital Products / Services, ensuring effective management of issues using agreed incident and problem management processes, procedures and policies.
* Participate in Service Design & Transition activities including testing to implement new and changing services.
* Develop and oversee a continuous service improvement programme across the broader support team, ensuring alignment with quality assurance and that identified actions to sustain or enhance service levels are effectively implemented.
* Ensure Products/Services are delivered to agreed processes and policies.
* Ensure new and changed Products/Services are sufficiently and safely supported into live service whilst meeting the expectations of customers and service management standards.
* Provide high quality support for all end users, understanding and resolving user issues and queries.
* Understand user needs and make an initial assessment on the impact/urgency of requests and incidents.
* Oversee and manage the day to day activities of your team and delegate administrative tasks relating to Service Management processes, ensuring alignment to customer expectations and defined targets, and that relevant support functions remain responsive to customer needs.
* You’ll be required to work On Call (overnight, weekends, Bank Holidays) to facilitate 24/7 Major Incident Management. This will be undertaken in collaboration with other SEO colleagues and is usually undertaken for a full calendar week at a time. This is done in addition to the regular SEO duties. This will be on a 24/7 on-call rota basis for which full training will be provided.
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