Overview
Do you thrive in a fast-paced environment and enjoy solving complex challenges?
Are you experienced in using service management practices to deliver high-performing IT services?
If this sounds like you we’d love to hear from you!
The Health Product Support team is looking for a Service Manager to help us deliver reliable, efficient, and user-focused services. Using ITIL-based methodologies, you’ll work closely with service suppliers and operational teams to ensure services meet agreed performance targets in a cost-effective and timely manner.
What you’ll be doing
* Supporting a wide range of IT services and technologies that vary in scale, age, and criticality.
* Collaborating with internal teams (e.g. PIP) and external IT suppliers to ensure application performance meets expectations.
* Building strong relationships with new and existing external health assessment providers.
This is a fantastic opportunity to work in a dynamic environment where you’ll respond to change, drive service excellence, and make a real difference to our users.
On-call duties are required on a rota basis. Comprehensive training and guidance will be provided.
Key responsibilities
* Work as part of a dynamic Live Service team, analysing and responding to new service issues as they arise.
* Ability to accurately work at pace and within tight deadlines.
* Liaise with a wide range of stakeholders, including external assessment provider partners, Digital Technical Teams and an IT Supplier ATOS.
* Ability to contribute and support resolution in major incident meetings that are reported against Health applications.
* Contribute fully to Incident and Problem reduction targets to improve system performance, liaising closely with stakeholders across all levels to provide a robust/1st class customer service.
* Undertake standard service management duties for example reporting, incident management, problem management, service level agreement (SLA) and operational level agreement (OLA) management and will need to provide on call support on an agreed rota basis in responding to queries addressing all aspects of the Products and Services including reference to policies and processes.
* Capability to translate a technical problem into language/Business impact that all stakeholders can understand.
* Work closely with users to establish any additional needs relating to incident reporting/support.
* Undertake regular visits to Operational Sites and routine user engagement.
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