Senior IT Service Manager – Live Service
| Posting date: | 04 December 2024 |
|---|---|
| Salary: | £55,557 to £66,058 per year |
| Hours: | Full time |
| Closing date: | 15 December 2024 |
| Location: | NE98 1YX |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 380180/1 |
Summary
Strong leadership, engagement, influencing and people management skills are required to develop, implement, and run exceptional support services to meet all performance and financial management targets/OKRs, financial management, and create an engaged, effective, and efficient customer focused service management function.
This Senior Manager post has functional accountability and management of all Integration services, ensuring value and quality is achieved for the end-to-end delivery and support of these services. The role requires regular exercise of choice and judgement sometimes in challenging, pressurised situations. Resilience and excellent communications along with influencing and interpersonal skills are essential to support effective senior stakeholder engagement and management.
The Senior Service Manager manages a small team 5 Service Managers.
Please note - There will be a requirement for on call responsibilities on a rota basis.
Please note this role requires you to pass Security Check clearance. For further information, please see 'Selection process details'.
As a Senior Service Manager, you are responsible for implementing the strategy for service management across DWP Digital Tech Support function and our multiple support channels, to ensure availability, performance and process maturity across this landscape.
- You are responsible for ensuring value and quality is achieved for the end-to-end delivery of IT support. In addition, you are also responsible for defining and maintaining mechanisms to deliver to agreed performance targets in a cost effective and timely manner across all relevant functions.
- You own stakeholder relationships and make sure that Products and Services are delivering the best value for money 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 provide on call support as well as manage teams which carry out service management duties e.g. 2nd/3rd line Technical Support, reporting, incident management, problem management.
- You own and coordinate analysis and resolution of complex issues, enlisting support and escalating where appropriate to relevant IT service functions.
- You will have line management responsibilities which would require setting objectives, managing development of others and acting as a point of escalation.
- You will champion cross team collaboration with key internal and external stakeholders to ensure new and changed Products/Services are sufficiently and safely supported into Live service whilst meeting the expectations of customers.
- Understand and build effective relationships with internal and external stakeholders. Act as an escalation point for the Products/Services within your portfolio. Identify clear pathways for resolution and engage with relevant stakeholders to successfully manage and resolve issues arising.
- Create and maintain a culture of Continual Improvement. Ensure processes are in place to identify and explore improvement opportunities. Lead engagement with stakeholders to prioritise, agree and implement opportunities which deliver service improvements that optimise Business outcomes and align to agreed strategy.
- Manage the team ensuring they clearly understand responsibilities and Business priorities, working together to fulfil shared objectives. Complying with legal, regulatory and security requirements to ensure effective delivery of Business outcomes.
- Create and promote a culture of continuous learning and development. Understand the varying needs of individuals in the team to ensure they are supported, and experiences are utilised in order to achieve current and future objectives. Encourage cross team engagement and collaboration learning from each other’s experience.
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