Senior IT Service Manager

Revenue and Customs Digital Technology Services
Town Centre
£42,750 - £47,250
13 Mar 2018
15 Mar 2018
Contract Type
Full Time
The IT service managers are accountable for managing the servicedelivery of information and communications technology (ICT) services andworking with teams from IT service operations and the Platform Delivery teams. Working with the Case Management Central Operations and PlatformDelivery teams the candidate will be accountable for the delivery oftimely resolution to incidents, manage major incidents ensuring a promptresponse to root cause analysis. You will take accountability fordriving continuous improvements and ensuring the platform delivery ofthe product backlog which includes application and system defects. Services delivered must be value for money and the IT Service Managerwill operate within a framework of delivering efficiencies within budgetwith a full understanding of the total cost of ownership for their services. You will work under the direction of the Service Delivery Lead. Work isoften self-initiated and a successful applicant will be responsible formeeting technical and project or supervisory objectives. The work willrequire application of fundamental principles in a wide and oftenunpredictable range of contexts; a clear understanding of therelationship between their own specialism and the wider organisationalrequirements will be required. You should be able to select appropriately from applicable standards,methods, tools and applications. Communicates fluently, orally and inwriting, presenting complex information to both technical andnon-technical audiences. Facilitates collaboration between stakeholderswho share common objectives. Plans, schedules and monitors work to meettime and quality targets. Rapidly absorbing new information and applyingit effectively. Maintaining an awareness of developing technologies andprocesses and takes responsibility for driving own development. Main Responsibilities Analyse, design, plan, execute and evaluate work to time, cost andquality targets. Providing regular and accurate management reporting onIT Service performance. Demonstrate understanding of the cost of services being delivered Deliver monthly service reviews and track agreed corrective actions. Manage all customer live service situations including high profileescalations producing executive management updates, driving resolutionand providing clear feedback. Attend regular meetings with key internal and external stakeholders toassure their level of understanding of services being delivered. Perform regular risk assessments to put in place pro-active actionsaimed at avoiding incidents, improving process or efficiency. Work under a Continuous Improvement framework. Be responsible for making sure that business relations within theorganisation are managed to enable delivery of IT services Responsible for making sure that service level agreements (SLAs) andoperational level agreements (OLAs) are in place with both external andinternal teams Ensure all suppliers carry out processes to ITIL standards liaise with all other IT service functions to make sure that servicesare maintained Working with the Service Transition manager to ensure that newfunctionality required by the business is delivered while protecting theintegrity of existing services Make sure that service asset and configuration items are properlycontrolled, and that accurate and reliable information about theseassets is available when needed Essential qualities and skills 5+ years experience in a Service Delivery/Management organisation. ITIL version 3 Foundation Certification The successful candidate should hold or be willing to obtain SC clearance Good understanding of DevOps practises. Strong client management skills are a must, as is the ability to faceoff to business directors at all levels The candidate will demonstrate strong leadership skills and haveextensive experience of delivering operational and service improvementswith teams outside of their direct control The candidate must have active experience of service risk and issue management. An understanding of contracts and translating them into delivery of theagreed service to agreed targets Strong knowledge of ITIL processes and procedures. Proven Track record of delivery service improvements and innovation. A passion for Service Improvement. Experience of managing 3rd parties and 3rd party delivered services. Service Management or Support in a large-scale and diverse environmentof incident management, escalation procedures and related disciplines. Excellent leadership and people management skills. Excellent written and verbal communication skills. Able to manage sensitive and confidential information. Self-motivation and able to take responsibility. Desirable qualities and skills Asset Management - Maintains secure configuration and accurateinformation, controlling IT assets in one or more significant areas andverifying location and state of assets. Technical Understanding - Understand core technical concepts related totheir role and is able to apply them. The CMDG Service Management team are a virtual team located inNewcastle and Telford, occasional travel between these and other HMRCsites will be required as part of this role. It should be noted that this role will require the successful candidateto provide on-call support 24/7 outside of normal working hours. Revenue & Customs Digital Technology Services offers a wide rangeof Employee Benefits comprising: Corporate Group Income Protection Pension - Defined Contributions Scheme Leave entitlement - 22 days on joining, rising to 25 days after 1 yearand 27 days after 10 years service Corporate life assurance (x 4 salary) Voluntary travel insurance Voluntary personal accident cover Healthcare Cash Plan Childcare vouchers Cycle to work scheme Non-contractual bonus scheme Interest free season ticket loan RCDTS Reference: ZR_234_JOB Job Types: Full-time, Permanent Salary: 42,750.00 to 47,250.00 /year - provided by Dice ASSET MANAGEMENT, INCIDENT MANAGEMENT, ITIL, SERVICE DELIVERY, SERVICE MANAGEMENT