IT Service Manager

Alexander Mann Solutions - Public Sector Resourcing • ATS • Wiltshire, Corsham, United Kingdom • 6d ago

On behalf of the MOD, we are looking for an IT Service Manager (Inside IR35) for a 5 month hybrid contract based 1 to 2 days per week in Corsham.

Note: SC Clearance is an essential requirement for this role, as a minimum you must be willing & eligible to undergo checks. Please note, due to the exceptional requirements of this position, (and speed at which we require a postholder in situ), preference may be given to candidates who meet all of the essential criteria and hold active security clearance

The MOD's aim is to provide its armed forces with the best capabilities to enable them to protect the UK's security and advance national interests, both now and in the long term. The work really matters; the MOD offers a range of engaging roles which have a direct impact on the quality of services they provide, in many locations across the UK. We support teams working in HR, Primary Health Care, Corporate Services, and many others.

An IT service manager is responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions.

Main Responsibilities

Your main day to day activities will be:
. manage a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance
. ensure that all service and support functions remain responsive to customer needs
. ensure that the service catalogue and wider IT service operations knowledge library are maintained
. ensure that adequate reporting and service standards are met for your specific service
. ensure that all technical change is communicated and managed, with appropriate governance
. ensure that a programme of continual service improvement is put in place across the wider service delivery function
. managing and optimizing IT service delivery using JIRA Service Management, including incident, problem, and change management workflows.

Skills and Experience
. Asset and configuration management. You can maintain secure configuration and accurate information. You can control IT assets in one or more areas. You can verify the location and state of IT assets.
. Business analysis (IT operations). You can investigate problems and opportunities in existing processes, and contribute to recommending solutions. You can work with stakeholders to identify objectives and potential benefits.
. Continual service improvement. You can identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions.
. IT service reporting. You can produce relevant reports in an appropriate format and agreed timeframe. You can work with stakeholders to discuss any changes in the reporting processes. You can interpret a data set and communicate this to others.
. Service focus. You can see the bigger picture by taking groups of services and investigating how to get the best of underlying services.
. Service management framework knowledge. You can show you have a Level 3 service management framework qualification. You can demonstrate knowledge of the life cycle or capability elements of ITIL (Information Technology Infrastructure Library).
. Stakeholder relationship management (IT operations). You can identify important stakeholders and communicate with them clearly and regularly. You can tailor communication to stakeholders' needs and work with them to build relationships, while also meeting user needs. You can build and reach consensus. You can work to improve stakeholder relationships, using evidence to explain decisions made.
. Technical understanding. You can understand the core technical concepts related to the role, and apply them with guidance.
. User focus. You can identify and engage with users or stakeholders to collate user needs evidence. You can understand and define research that fits user needs. You can use quantitative and qualitative data about users to turn user focus into outcomes.

Please be aware that this role can only be worked within the UK and not Overseas.

In applying for this role, you acknowledge the following "this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different.

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