Position Summary:
Proactively partner a business unit to implement & manage of the full IT Service Management Value Chain & ensure the alignment of the business unit’s people, processes & systems to enable business continuity & consistent, quality service availability & resilience. This includes but is not limited to the following service management capabilities:
- Stability and Resilience
- SLA & OLA Management
- Change & Release Management & overall Operational Readiness
- Risk, Governance & Compliance (Group & Regulatory)
- Service Catalogue (review & implementation)
- Incident Management (Recovery)
- Service Management Data Analytics & Reporting Role context applies to all technology & technology teams internally & managed services / supplier partnerships
- Event Management and Monitoring
Key Responsibilities:
- Leverage emotional, social & business / commercial quotient to understand the broad range of stakeholders, their opinions & perspectives and reconcile these to deliver fit for purpose service management solutions that add value to the business (negotiation skills and dealing with complex and divergent stakeholder opinions are a must)
- Leverage deep technical expertise (Technology Stack & Broader Group Architecture, Infrastructure & Service Mapping) to lead the accurate and continuous mapping of IT services across the estate. This includes mapping & formally documenting & modelling all assets, resources, dependencies, accountabilities & associated risks across the IT infrastructure environment (internally and externally provided).
- Act as the single point of contact & assume ‘one stop shop accountability’ for strategically partnering the CIO & Heads of Technology on the design, implementation and delivery of end to end Service Management across an estate
- Stay Ahead of the Curve on advanced global service management improvements, tools, processes and practices and drive a culture of continuous improvement across the service delivery & technology teams
- Ensure Continuous Improvement by developing Service Improvement plans and facilitating and coordinating remedial activities with relevant support teams, business and other stakeholders
- Work proactively with the Operational Readiness teams to ensure appropriate communication, awareness and integration across technology teams of incoming / outgoing changes that could impact the estate and or other estates
- Drive strategic and priority objectives aligned to Service Delivery outcomes with relevant Technology stakeholders. Support Business Unit objectives through collaboration and ongoing engagements & feedback between Tech and Business.
- Mobilise the service management value chain (group & business) & Tech Leadership team to leverage the service health analysis and lead the development & implementation of plans and associated solutions to prevent events & disaster ahead of time
- Lead start of day activities with Service Delivery teams, Technology technical teams including active participation and driving daily production meetings
- Leverage the outcomes of problem resolution processes & own deep technical expertise to proactively influence technology teams on technical product & service solution design (full stack engineering across the development lifecycle), associated capacity & capability planning & implementation
- Drive a culture of ‘operational readiness’ across the service delivery & technology teams & embed effective planning & implementation processes that prevent business impact ahead of change & release
- Leverage data analytics and insights to identify trends in event management and lead the planning & change processes to prevent their recurrence resulting in improved technology resilience across the estate
- Manage communication between technology teams and business relating to Incident, Problem and Change management
- Lead the Service Delivery optimisation and automation agenda across the estate – continuously improving and evolving technologies, processes and practices with visible and tangible business impact Design, lead and implement change management and capability plans to ensure the ongoing adoption of Service Engineering technologies by technology teams e.g. Service Now & CMDB ensuring clean & flawless datasets across the estate
- Drive the adherence to Service Management processes (Incident (major and standard), problem and change), and produce of the relevant process deliverable (i.e Executive Incident Summary)
- Assume responsibility for service delivery and service performance across the business & deliver on service performance targets (quality, efficiency etc.) and objectives through proactive service delivery management & partnership to Technology teams
Required Education & Experience:
- Bachelor’s Degree: Information Technology