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Service Manager - Countrywide IT

Closing date
5 May 2021

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Technology & New Media
Contract Type
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Job Details

Group Information Technology Team

Information Technology supports the strategic and day to day initiatives within the business. This includes activities relating to change projects, development and high priority operational support problems. We are an integral function to Partner with the Business to facilitate the successful implementation of the Building our Future Strategy to deliver our Vision and Purpose.

About the Role

As a Service Manager within Countrywide IT, you will be expected to ensure that all CW IT services are available, measureable, add value and be a key contact for the escalation of service affecting issues.

Service Manager will provide key support in ensuring existing services deliver against their SLA's. Working within Service Delivery to set up SLA's for each service and work internally within IT to ensure our systems are able to meet these. You will need to build strong relationships with all levels of end users, third party support partners and internal IT teams. You will be one of the key representatives within IT for Service Delivery, therefore working with numerous teams within IT and the wider business.

Support the Service function in the pursuit of service excellence
Participate in managing the overall service quality, service availability and operational capability in conjunction with all of the relevant processes and controls
Work in partnership and collaborate with peers, colleagues and business partners to maintain high quality of service
Form part of an adaptable Service Delivery team crossing multiple ITIL aligned service disciplines supporting day to day activities
Responsible for active participation in key IT support processes such as Incident Management, Problem Management and Change Management
Responsible for driving continuous improvement across key support processes, support groups and vendors
Participate in the governance of support groups and vendors to fulfil their respective responsibilities and deliverables within agreed service targets and contractual commitments
Responsible for vendor escalations and actions in respect of service quality
Responsible for obtaining reliable and frequent reporting from the vendor to review effectiveness of processes and communications onwards to other teams
Responsible for ensuring the availability of CW IT services in line with agreed availability targets
Produce various reports relevant to the role
Key Responsibilities
Responsible for managing and coordinating the response to Major Incidents within the Countrywide environment
Form part of OOH On-Call team for Major Incident support
Ownership of 2 of the 4 key suppliers; Virgin, O2, Apogee and Olive
Responsible for effective internal and vendor escalation when required
Provide expert advice to all support staff in the resolution of incidents, including negotiation with customers and service teams in order to resolve issues which may delay resolution
Lead and contribute to effective Post Incident Reviews
Drive support groups and vendors to successful problem determination and remediation activities
Drive support groups and vendors proactively identify and resolve problems within the CW IT environment
Drive support groups and vendors to the successful identification and management of known errors.
Drive support groups and vendors to continually improve the creation, management and availability of knowledge across service towers.
Responsible for the successful management of changes to IS systems serving the Countrywide customer base
Approve and coordinate vendor changes to CW IT services
Responsible for clear, accurate and punctual communications to internal stakeholders and customer facing teams in respect of IT operational processes
Where necessary produce daily and weekly summaries of incidents, changes and problem analysis for Management teams. Produce management information, including KPIs and various reports
Act as the Owner and where necessary the Manager for key IT processes, for example Incident, Problem and Change Management
Actively encourage and drive compliance to key IT Processes
Ensure appropriate reporting is in place to monitor the effectiveness of processes
Monitor, review and audit the effectiveness and delivery of key IT processes.
Participate in the development and adherence to Service Level Agreements (SLAs) ensuring these are in place with the vendor and that any OLA's or underpinning contracts are in place and aligned to support the delivery against the agreed SLAs
Produce metrics for service performance and customer satisfaction both on a regular basis for discussion is service reviews with vendor as required
Ensure the vendors delivery of service in accordance with agreed contractual commitments
Work with service solution and transition teams to ensure services are fully ready for service introduction for projects going live as required
Ensure communications in respect of CW IT operations are effective, accurate and timely
Work with Service Delivery Managers to improve or enhance any approved communications templates or mechanisms to the user base
Report to the Service Leadership and Management teams on key risks and issues
Regular review of support processes, procedures and documentation ensuring quality, consistency and validity
Implement quality reviews of service components post go live
Other relevant information
This role reports to the Group - Service Delivery Manager
This role has no direct reports
This role will be based in Milton Keynes with time spent in other offices throughout the country.
You will have working relationships with Managers and Senior Managers
A full UK driving license, willing to have occasional stays away and work unsociable hours on occasions.
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