Lead and develop a high performing team, embedding agile working practices and a best in class culture for the organisation, with determination to give the same level of digital experience users expect from daily interaction with the most respected web services. Represent your service to Departmental Board-level officials and senior stakeholders, using information from diverse user, commercial and service sources to create and project a compelling product vision. Interpreting user insight and performance data to drive service design and iterative operational improvements for digital and assisted digital service channels. Clarifying and articulating the diverse requirements of users and delivery partners to support effective delivery of a service. Translating complex aims and needs into clear and manageable plans and determining resource requirements to support service design and maintenance. Building and sustaining the departments capability to design, build and operate high quality digital services, bringing in a range of technical, analytical and design skills.

As a Senior IT Service Manager you will be responsible for setting the vision and strategy for service management, ensuring services are owned and maturing. You will be responsible for quality IT services that meet the business needs and ensure that Incidents, Major Incidents and Problems are responded to effectively.

• Collaborate with stakeholder and the fill the gaps between people, processes, and tools by communicating and getting in front of major incident situations quickly

• Be accountable for the successful and timely restoration of Incidents, whilst keeping stakeholders updated

• During Major Incidents craft clear, concise, empathetic, and relevant messages that explain the situation in order to build customer trust

• Pivot and change approach appropriately during an Incident or Problem investigation

• Perform retrospectives after an Incident to give the team the chance to take a step back and discuss what worked well, what didn’t work so well, and what adaptations can be made

• Adapt and improve operations management systems and processes to accommodate rapid and increasing growth

• Create and review documentation, design new standard operating procedures

• Identify trends and troubleshoot recurring issues engaging the relevant individuals to drive resolution

• Manage the Problem backlog, including creation, prioritising and grooming of Problem records and coordinating individuals on their subsequent investigation activities

• Maintain the team’s stores of useful technical, process and organizational knowledge, encouraging the sharing of information within and between teams.

• Promote and encourage the team’s awareness of the relevant performance metrics, facilitating discussion about adaptation where there is room for improvement.

• Advocate and uphold the change, incident and problem processes and functions at all times in order to drive service excellence.

• Service level management activities to ensure that key service indicators are upheld and SLAs maintained. Included the reporting of such measure at service review meetings.

• Drive the implementation and evolution of the incumbent toolsets and services and also the selection of future toolset as driven by the business requirements

• Experience of leading and continuously improving multiple IT Service Management teams in complex, multi-discipline environment, ensuring IT service management delivers service value to the customer.

• Significant leadership experience with the ability to motivate individuals to deliver service excellence using highly developed interpersonal communication skills.

• Demonstrable in depth experience of delivering services that are aligned to the business strategy and operational requirements, which add value to the business and users.

• Setting strategy for Management of a team: workload and resource management, performance and capability management, career development.

• Excellent working knowledge of ITIL Service Management

• Experience of managing incidents and major incidents across large, complex global organisations

• Confidence to drive and manage large conference calls

• Excellent troubleshooting skills and a commitment to document findings

• Work cooperatively and effectively with others to set goals, resolve problems, and make decisions that enhance organizational effectiveness

In scope of IR35 / Security Clearance will be required or willing to undergo Security Clearance.

Additional information about the process

.In scope of IR35 / Security Clearance will be required or willing to undergo Security Clearance.