|Job description||2 year fixed term contract
You must be a UK, Commonwealth, EEA or Swiss national to comply with Civil Service nationality rules and must hold a valid work permit. We are not able to sponsor work visas.
Why are we recruiting for this role?
We are a small team and require an additional member to pick up some of the Service Management BAU duties, support the Head of Service Management, assist with managing the Continual service improvement (CSI) process and the Release and deployment process whilst supporting the various ITIL processes managed by colleagues.
Who are the team?
The Service Management Team comprises of the Head of Service Manager, Service Delivery Specialist (configuration and asset mgt, Digital Learning mgt, Digital training and communications mgt), Service Delivery Specialist (Service Reporting and analytics, Change mgt and Problem mgt). The role will liaise closely with Digital Services technical staff and management.
|Responsibilities||This is a new business role within the team. Working closely with the Head of Service Management to analyse and improve IT performance across business functions and processes.
Coordinate delivery of continual service improvement initiatives
Create reports and analyse performance trends to identify potential improvement areas and/or performance deficiencies.
Assist with developing the processes and governance required to operate a CSI portfolio
Through service reviews, improve service quality where necessary, and to identify more economical ways of providing a service where possible.
Evaluate processes on a regular basis, identifying areas where the targeted process metrics are not reached, and holding regular benchmarking, audits, maturity assessments and reviews.
Verify if improvement initiatives are proceeding according to plan, and to introduce corrective measures where necessary. Ensure that related risks and issues are recorded, tracked, assessed and escalated as necessary.
Work closely with the Business Process leads to help manage changes across the business
Assist Digital Service leads with support from the business to transaction new or replaced application into Operation
Release and Deployment
Manage Digital Service project releases to BAU
Create and monitor go live checklists & produce release plans with clear activities, timescales and ownership of steps to release
Ensure that Release management processes and procedures are always understood and followed
Knowledge Management – ensure adequate documentation & training for the Service Desk and IT Operations, along with necessary updates to Asset & Configuration Management resources
The role will be providing general administrative support to the primary ITIL Service Management processes (Change Management, Knowledge Management, Asset & Configuration Management, Incident & Problem Management, Reporting and Financial / Commercial Management and Digital Communications management). This role will also support the Service Delivery Team in a variety of BAU activities. In particular:
Act as subject matter expert for core and supporting service operations processes which the team manage
Provide support for a variety of day-to-day IT service operational improvement
Responsible for supporting key managed processes - Communications, Customer Satisfaction, Catalogue Management, Knowledge Management, Data Analysis, Reporting, Service Transition interface
Proactively provide support, guidance and training to the business as required in relation to IT service and improvement
Participate in CAB meetings
Support change management activities to ensure impact of change requests are fully understood, approve/rejected and planned for accordingly.
Participate in problem management meetings
|Skills required||The successful candidate will be a well organised, structured thinker who is a good communicator and comfortable in a customer facing role. They must also be able to present themselves well, deliver key messages and guidance in layman’s language.
Good time management skills are required for this role, as well as the ability to work calmly under pressure and able to progress the project along and keep everything on track. The successful candidate must be confident enough to influence team representatives to ensure that consistency is maintained in folder structure across the office whilst still taking any specific team needs into consideration.
Extensive knowledge and experience of CSI, release and deployment methodologies and their application in an IT Service Management environment
Experience of service management best practice, developments and the supporting technology
Good level of IT technical competence
Commercially astute and poses strong analytical skills, and able to make sense of complex and logical problems quickly.
A solid understanding of change management
Able to manage own time and keep tasks on track
Clear and confident communicator with good influencing skills
Excellent attention to detail
Proactive; ability to balance ‘analysis’ with ‘doing’
Excellent understanding of IT Service Management (ITILv3/v4 Foundation Certified)
Previous project management in a BAU and Devops environment