Senior IT Service Manager
| Posting date: | 20 May 2025 |
|---|---|
| Salary: | £55,557 to £66,058 per year |
| Hours: | Full time |
| Closing date: | 01 June 2025 |
| Location: | LS2 7UA |
| Company: | Government Recruitment Service |
| Job type: | Permanent |
| Job reference: | 404375/3 |
Summary
Senior Service Managers within Live Service Product Support have responsibilities for developing and managing interfaces and dependencies with the product teams to provide input to design processes and effective transition of new and modified products into live service. Senior Service Managers are also responsible for managing specific functional areas with Live Service Product Support.
The successful candidate will support the scaling of Personal Independence Payment (PIP) Apply Online, and the Health Assessment Service (HAS), plus the expansion of wider Health Digital Cloud Services.
This is an excellent prospect for an individual to work within a dynamic and fast paced environment, and work as part of a wider team to protect and maintain the Live Service for Health applications, develop a robust Level 2 and 3 support structure for PIP Apply and HAS to provision scaling of the applications, and also implement a stable support model for Health Digital applications. The successful candidate will also work closely with the Health Site Reliability Engineer (SRE) team.
As a Senior Service Manager you are responsible for :
- Implementing the strategy for service management across platforms, multiple channels, or a portfolio of products/services 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 and support of more than one IT service/product. In addition, you are also responsible for defining and maintaining service level agreements (SLAs) and operational level agreements (OLAs) to deliver to agreed performance targets in a cost effective and timely manner across all relevant functions.
- Establish and manage a programme of continual service improvements across the wider support team embedding ITIL framework in new /existing services, ensuring these are aligned to quality management, risk management, disaster recovery and security policies and procedures.
- You own and coordinate analysis and resolution of complex issues, enlisting support and escalating where appropriate to relevant IT service functions.
- You own stakeholder relationships and make sure that Products and Services are delivering the best value for money and are purchased to meet business requirements and user needs.
- Participate in Service Design activities and testing to inform new and develop existing service design governance processes. Work with virtual teams to ensure the smooth integration of releases into live support for new or updated products and services.
- Create, analyse, interpret management reporting to forecast, determine capacity, and trends on demand and quality for products/services.
- You will have line management responsibilities which would require setting objectives, managing development of others and acting as a point of escalation.
- In addition, you provide On Call support as well as manage teams which carry out service management duties including reporting, problem management, service level agreement (SLA) and operational level agreement (OLA) management.
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