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Defence Digital - Lead Service Transition Manager
| Dyddiad hysbysebu: | 16 Rhagfyr 2024 |
|---|---|
| Cyflog: | £59,690 bob blwyddyn |
| Gwybodaeth ychwanegol am y cyflog: | A pension contribution of 28.97% based on the listed salary |
| Oriau: | Llawn Amser |
| Dyddiad cau: | 15 Ionawr 2025 |
| Lleoliad: | SN13 9NR |
| Gweithio o bell: | Hybrid - gweithio o bell hyd at 2 ddiwrnod yr wythnos |
| Cwmni: | Ministry of Defence |
| Math o swydd: | Parhaol |
| Cyfeirnod swydd: | 381569 |
Crynodeb
We are looking for a Lead Service Transition Manager, also known as the Interop Service Transition and Operations Manage. The role holder will be responsible for ensuring all International Interoperability Live Services are delivered with levels of support agreed with the customers; they will also be responsible for managing change to live services in collaboration with Senior Product Managers to ensure that routine support activities and the introduction of routine and complex change does not adversely affect the user experience.
Drawing upon wide experience of IT Operations, but particularly IT Service Management, Change & Release Management and Transition Management, this role reports directly to the Service Owner, and will be responsible for the coordination across projects, suppliers, and service teams to ensure Interoperability services are sustained.
Responsibilities:
IT Service Operations management:
Develop and own the Interop Service Operations Strategy and Delivery Plan, aligned and linked to overarching Defence Digital Strategies and Service Management.
Work with Interop colleagues to align, review, improve, and maintain Interop Service Operations policies, processes and controls; driving continuous improvement of the quality, standards and performance to customers.
To own all aspects of Interop Service Operations including related strategy and delivery action plans; policies, procedures, and guidance; BAU and strategic activities; minor and complex change etc.
Delivery and reporting of Interop Service Operations in line with the service KPIs and other performance measures.
Oversee, drive, direct, and support the ongoing development and improvement of our IT Service Support including the professional development of the service and colleagues within the team. Oversight of IT Service Support activities across areas such as: Client-side/end-user customer technical support, request fulfilment, asset management, etc. Seek opportunities within to drive efficiencies by maximising tools and methods including automation and self-service.
Deliver 2nd and Third Line support teams in accordance with the Operational Service Management (OSM) ITIL processes and procedures.
Provide Early Life support service model test assurance activities, revise processes and procedures in line with test outcomes.
Act as contact and escalation point for IT Service Operations and IT Service Desk incidents, taking the lead in incident resolution.
Involvement in any Post Implementation Review (PIR).
Collaborating with Compliance, Risk and Security colleagues to ensure standards and adherence to security requirements and standards as required.
Manage delegated budget, forecasting and spend control for Interop Service Operations and Interop Service Support and oversight of procurement activities.
Change management and delivery:
Working closely with the Interop Service Owner to oversee the transformation and development of Interop Service Support within Defence Digital.
To collaboratively work with colleagues to support effective and efficient transition of new, and changes to, services into BAU with minimal disruption.
As part of the Interop Leadership Team, contributing toward and influencing strategic Interop direction and planning.
Ensure quality is fundamental to delivery by helping the team seek out and use best practice.
Support building and maintaining a psychologically safe place for delivery to operate in.
It is essential that this role has face to face engagement with partners, sometimes at short notice which could necessitate overseas detached duty.
This role also has a requirement to travel to multiple locations in the UK for stakeholder engagement and team management.
Candidates should also be aware that Operations might dictate that out of hours working or overtime may be required at short notice.
Drawing upon wide experience of IT Operations, but particularly IT Service Management, Change & Release Management and Transition Management, this role reports directly to the Service Owner, and will be responsible for the coordination across projects, suppliers, and service teams to ensure Interoperability services are sustained.
Responsibilities:
IT Service Operations management:
Develop and own the Interop Service Operations Strategy and Delivery Plan, aligned and linked to overarching Defence Digital Strategies and Service Management.
Work with Interop colleagues to align, review, improve, and maintain Interop Service Operations policies, processes and controls; driving continuous improvement of the quality, standards and performance to customers.
To own all aspects of Interop Service Operations including related strategy and delivery action plans; policies, procedures, and guidance; BAU and strategic activities; minor and complex change etc.
Delivery and reporting of Interop Service Operations in line with the service KPIs and other performance measures.
Oversee, drive, direct, and support the ongoing development and improvement of our IT Service Support including the professional development of the service and colleagues within the team. Oversight of IT Service Support activities across areas such as: Client-side/end-user customer technical support, request fulfilment, asset management, etc. Seek opportunities within to drive efficiencies by maximising tools and methods including automation and self-service.
Deliver 2nd and Third Line support teams in accordance with the Operational Service Management (OSM) ITIL processes and procedures.
Provide Early Life support service model test assurance activities, revise processes and procedures in line with test outcomes.
Act as contact and escalation point for IT Service Operations and IT Service Desk incidents, taking the lead in incident resolution.
Involvement in any Post Implementation Review (PIR).
Collaborating with Compliance, Risk and Security colleagues to ensure standards and adherence to security requirements and standards as required.
Manage delegated budget, forecasting and spend control for Interop Service Operations and Interop Service Support and oversight of procurement activities.
Change management and delivery:
Working closely with the Interop Service Owner to oversee the transformation and development of Interop Service Support within Defence Digital.
To collaboratively work with colleagues to support effective and efficient transition of new, and changes to, services into BAU with minimal disruption.
As part of the Interop Leadership Team, contributing toward and influencing strategic Interop direction and planning.
Ensure quality is fundamental to delivery by helping the team seek out and use best practice.
Support building and maintaining a psychologically safe place for delivery to operate in.
It is essential that this role has face to face engagement with partners, sometimes at short notice which could necessitate overseas detached duty.
This role also has a requirement to travel to multiple locations in the UK for stakeholder engagement and team management.
Candidates should also be aware that Operations might dictate that out of hours working or overtime may be required at short notice.