Dev Ops Service Lead

Recruiter
Serco Group plc
Location
Birmingham, UK
Salary
Competitive
Posted
20 Oct 2019
Closes
28 Oct 2019
Ref
1295842202
Contract Type
Permanent
Hours
Full Time
Career Opportunities: Dev Ops Service Lead (64025) JavaScript is turned off in your web browser. Turn it on to take full advantage of this site, then refresh the page. Loading... Skip to Main Content Career Opportunities: Dev Ops Service Lead (64025) Req ID 64025 - Posted 04/10/2019 - United Kingdom - West Midlands - Information Technology - Full Time - Corporate Shared Services  Job Description Print Preview Apply Save Job Email Job to Friend Return to List Job Title: DevOps Service Lead Location: Solihull Reporting to: Head of DevOps Level: Global job level 3 Salary: Up to £63,000 per annum + Benefits Key purpose The DevOps service delivers Application services covering CRM, O365, Appian, Testing, Application Development and Application Support to both internal and external customers. The services delivered from the team are fundamental to the day to day operation of Serco and its customers. The DevOps Service Lead will champion the DevOps culture and implement standards to enable agile delivery of the Application Service when this aligns to customer requirements and template a DevOps Support Service with aligned process. About the job Works with the Head of DevOps to determine and agree business performance expectations by working with the IT Business Partners, Operations, Service Management, the business and the DevOps leads within each function. Works with Service Management and Operational teams to document practically how the service management processes are executed for the DevOps Service, constantly working with the team to improve knowledge and working practice to improve performance. Provides service data for the DevOps Service communications by defining Service Catalogue entries for Service Performance Targets across the SIAM model as well as service knowledge to support end users/self-service initiatives. Increases adoption of the DevOps Service by working with Service Management teams and the IT Directors in the business to develop Service Support models for central/regional/global models. Actively monitors DevOps Service achievement of Service level targets, working with the Service Management, Service Desk, Operational Teams and partners/3rd parties to understand issues, resolve problems and improve performance. Linked to this the DevOps Service Lead is responsible for addressing consumer satisfaction with the service, actively managing responses to any poor customer satisfaction issues tactically and systemically addressing associated service issues. Provides detailed information for management by preparing short-term and long-term performance reports covering all aspects of the service, working with Service Management Reporting and CSI functions to improve reporting coverage and detail. In addition, they are placed to answer ad-hoc management questions and requests around service performance. Supports bringing new services into live by analyzing proposed performance requirements, developing operational support/delivery operating models, preparing support implementation and ongoing operational cost models; establishing time schedules with Operations and partners/3rd parties to implement the required skills and procedures. Reports on DevOps Service support costs and impact on TCO costing by reviewing 3rd party support costs, internal delivery and support costs, anticipating volume changes and cost impact within the teams. Drives agile delivery approach and standards for service ensuring alignment with Customer requirements and Service Management teams. Maintains professional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; participating in professional societies. Contributes to team effort by accomplishing related results as needed. About you Must have a degree in Business Administration, Finance, Computer Science, Engineering, Economics, Marketing, or a work experience in IT of the equivalent. Must have ITIL qualifications or accreditation in Service Management. Must have had proven working experience of about 3-5 years in IT Service Management within an ITIL or SIAM framework, experience in Application Services and cost forecasting. The DevOps Service Lead would be ideal if they additionally have a proven track record in Service Delivery Management of products or services to large customers. Possess detailed experience of working within ITIL v3 and SIAM processes to a detailed level, to be able to deliver and manage the DevOps Service within these frameworks. The DevOps Service Lead should have detailed understanding of Service Management standards (as a minimum ISO20000, ISO 9001:2015 and ISO 27001. Must have exceptional knowledge of the operational processes and procedures across Service Management and Operational teams to support achievement of Service Level Targets. Must have knowledge and experience of the service they are responsible for, able to not only articulate features and performance, but able to assimilate changes from the market into roadmaps and sufficiently detailed to actively manage operational teams. Detailed knowledge of supporting and developing Application services from a shared service. Detailed analytical approach to data. The role requires reviewing data (live & historic) from large volume operational teams and part of the role is to generate insight and improvement activity based on performance and activity data. This could be to improve user experience, increase performance and/or reduce costs. Additional / special features of the role The role will require travel, mainly to Serco Contract sites as well as a Partner locations as required. Since many of the DevOps Services operate on a 24/7 basis there may be a need for out of hours work and potentially even shift based escalation coverage. Must be SC cleared or able to undergo and achieve SC clearance. On occasion we receive significantly more applicants than expected for some vacancies and under such circumstances we reserve the right to bring forward the closing date of the advertisement. We therefore strongly advise you to apply for the role promptly to avoid disappointment should the closing date be brought forward. Serco is a Disability Confident Employer committed to employing and retaining people with disabilities. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000. *Google Chrome is the preferred browser to access Serco careers website* Apply Save Job Email Job to Friend Return to List Email this job to a friend   The job has been sent to Please provide the information below Job title: * Your email address: * Your friend's email address: Message: Maximum character limit: 1000 * Confirm you are not a robot: Send Cancel

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