Senior Service Assurance Manager

Recruiter
ARGOS
Location
Blakelands
Posted
10 Feb 2018
Closes
15 Feb 2018
Contract Type
Permanent
Hours
Full Time
Senior Service Assurance Manager - Infrastructure & Network ServicesMilton KeynesTechnology is the driving force behind Argos' success online, in stores,in logistics, in back office, in trading, in ranging, in design, inmarketing and everywhere else in the company. We know our customers,colleagues and shareholders depend on ArgosTech to drive our success andwhile we respect the significance of the challenge, honestly, we livefor this kind of responsibility.As the Senior Service Assurance Manager for Infrastructure, you will ownthe definition, implementation and delivery of the strategy for servicedelivery relating to our hosting platforms & networks. Operating incollaboration with our key service partners, you will ensure that yourstrategy realised with quality, consistency and integrity, allowing youto deliver of world class IT services which our customers and colleaguescan take-for-granted will work brilliantly every day because as we allknow, the only good tech is working tech.This role covers a broad spectrum of activity, including elements of;service management, incident management, change management, problemmanagement, continual service improvement, Disaster Recovery (DR),Business Continuity (BCP), strategy & planning and vendorrelationship management.Main Areas of Responsibility* Delivery of infrastructure service relating to Hosting & Networks* Definition and implementation of the service delivery strategy of thefuture of Hosting & Networks* Budgetary ownership of circa 25m* Providing leadership & guidance to Sainbury's Argos colleagues* Managing a team of 2 Service Delivery ManagersWhat you'll be doing* Working with a team of service assurance managers and strategicservice partners, you will deliver great service to Sainsburys Argoscolleagues and customers on a day-to-day basis, using your knowledge andexperience to provide challenge and leadership at a technical level* Engaging in resolution of major incidents, ensuring that root causeanalysis is completed in a timely manner, lessons are learnt, next steps& actions are followed up on* Taking ownership for the definition and realisation of the strategyfor service delivery relating to infrastructure and networks. Ensuringthat there is clear direction for the area which maps out the future forthe area* Managing the performance of 3 - 5 strategic service partners, formallyreviewing service levels, operational agreements and other performancemetrics on a regular basis, budgetary ownership of Opex budget up tocirca 25m* Championing the adoption of strong problem management & trendanalysis processes within the team, analysing incident data to identifyunderlying problems, defining and delivering activity to drive downincident volumes and to prevent on-going or significant operational impact* Taking a structured approach to continually improving the serviceoffering, working with existing tools and processes to manage animprovement backlog for the area,* Infrastructure demand management and forecasting* Engaging with the Platform engineering team to understand and take-onsupport of new tools, technologies and platforms* Supporting activity to design and transition new services as early aspossible in their delivery lifecycle* Owning Disaster Recovery (DR) processes, ensuring that they arereviewed and tested on a regular basis* Performing role of Duty Manager out of hours (on rota), providingsupport and assurance for out of hours major incidents affectingbusiness continuityYou* You know that the only good tech is working tech; you understand whatgood infrastructure service looks like and how to make this happen* You are comfortable with working in a fast paced, ever-changingenvironment, embracing change and ensuring it lands smoothly* You revel in the details, but are still able provide strong leadershipand management* You are hands-on, not arm's length, willing and able toroll-your-sleeves-up when required* You can think on your feet and make decisions * Extensive experience in a similar role in an IT Service Managementenvironment, preferably in the Retail Industry* Hands-on experience of working in technical domain relevant to roleeg. Networks, Hosting* ITIL V3/2012 senior accreditation* Broad technical knowledge; Infrastructure Operating Systems &Platforms (eg. Windows, UNIX, LINUX, Mainframe, Cloud) / Data Centre,Operational Management & tools / Network (eg. DNS, IP addressing,LAN / WAN, Firewalls, Routers, Switches, ,Access Points, WiFi)* Experience of working in an Agile environment Benefits* Car Allowance* Healthcare cover* Company pension - We double your 4% or 5% contribution* Discount at Argos, Sainsbury's and Habitat* Holidays - 24 to 27 with the option to buy up to 10 days per year* Bonus* Sharesave scheme - Risk-free way to buy shares at a discounted rate* Childcare vouchers* Cycle to work scheme* Season Ticket Loan* 2 days paid leave to volunteer to an organisation close to your heart* One professional subscription per year - provided by Dice AGILE, BCP, BUSINESS CONTINUITY, CHANGE MANAGEMENT, CLOUD, DISASTER RECOVERY, DNS, FIREWALL, INCIDENT MANAGEMENT, ITIL, LAN, LINUX, LOGISTICS, MAINFRAME, PROBLEM MANAGEMENT, SERVICE DELIVERY, SERVICE MANAGEMENT, UNIX, WAN, WINDOWS

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