IT Service Run Manager

Gi Group
06 Apr 2018
14 May 2018
Contract Type
Full Time

Service Assurance Manager

Hours: 35 hours, including 24 x 7 rotational on call cover.
Location: Northampton
Salary: Competitive (with Car Allowance) + shift allowance

Purpose of the Role:

My client has introduced new IT based services that require a different management approach. They are looking for a candidate to focus on understanding the service run with oversight and management throughout the 24 hour day Monday to Friday with occasional weekend on call availability required to support releases into live. During and following the bedding in period the role holder will be key to identifying service gaps and improvements to move the service to a steady state.

You will:

- Co-ordinate service run, repair and recovery activity across internal and external supplier teams to ensure that services are fully restored to normal working
- Responsible for understanding the business impact of live incidents and ensuring that actions to mitigate those impacts are undertaken
- Carry out Post Incident Reports and ensure appropriate actions are documented within the report for all major incidents and IT SLA breaches
- To maintain relationships between incident and problem management areas
- Key contributor to the definition, development and maintenance of processes for Service Assurance activity
- To ensure that Service Run and Assurance activity is visible to the business and its Clients, and that a suitable high profile is maintained
- Support management of IT service recovery following Major Incidents working alongside existing incident managers
- Understand business impact of live incidents and direct the appropriate actions to manage those impacts during the incidents
- Subsequent to the incidents, direct appropriate recovery and repair activities to ensure that the services are fully restored to normal working
- Ensure that appropriate root cause analysis and problem management activities are undertaken

Knowledge, Skills and Experience:

Experience or involvement in incident management
Ability to manage service recovery and repair through application of Service and Supplier Management disciplines, e.g. ITIL, as appropriate
Knowledge of client business models, product range and services
Full knowledge of service incident, problem, change and release management processes
Working knowledge of IT Command Centre services and service levels
Driving performance and executing at speed
Minimum Certification in ITIL V3 Foundation Certification in IT Service Management

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