Digital Channels CUFS Service Management support various services including, but not limited to the Department’s digital contact centre, Strategic Video Solution (Attend Anywhere), Searchlight, Colleague View.
Are you an innovative IT Service Manager, who is driven to provide effective technical services in a fast changing and demanding environment?
As an IT Service Manager within Digital Channels, you will be responsible for supporting the development and operations of Digital Channels Services across a portfolio of services.
You will be leading a Team supporting a portfolio of services on a day-to-day basis, including the monitoring and reporting of Service Performance, responding to live incidents, ensuring change is properly managed and working with partners (suppliers) to ensure the supply chain is effective.
You will be expected to ensure value and quality is achieved for the end-to-end delivery and support of services you manage, working with suppliers and internal stakeholders to define and maintain service level agreements (SLAs) and operational level agreements (OLAs) and to deliver to agreed performance targets in a cost effective and timely manner.
There is a requirement for you to carry out the full range of ITIL service management duties.
The post holder will support the team in providing effective demand forecasts and working with the wider Service Management team and other stakeholders to ensure effective financial management of the services.
As a Senior IT Service Manager in the team, you be expected to:
* manage technical and operational change to maintain the robust provision of live service.
* work collaboratively with suppliers and internal product teams.
* contribute to the development of new and changed contracts with particular focus on service schedules.
* report service performance to key stakeholders to identify and implement any pre and post release activities to ensure new and changed Products/Services are sufficiently and safely supported into Live Service whilst meeting agreed Service Management standards.
* participate in investigation of Major incidents, engaging with business and undertaking analysis to validate issues or proposals.
This role involves both in and out of hours major incident support on call, on a 24/7 rota basis, for which full training will be provided.
Please note: Having or working towards an ITIL v4 Foundation certification is desirable but not essential, as this can be gained within the role.
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