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SEO Service Manager

  • Salary: £35000 - £44000 per annum
  • Job type: Permanent
  • Location: London
  • Sector: Other
  • Date posted: 04/01/2018
  • Job reference: J379452A

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Service Manager

£39,333 - £45,232 - Croydon

£35,114 - £40,380 - Manchester

My client are a high level government organisation who manage the IT services for immigration, passports, drugs and crime policy, counter-extremism and counter-terrorism and works to ensure visible, responsive and accountable policing in the UK.

These are challenging areas that can rapidly change in the global environment we work in - this makes us one of the most exciting and stimulating government departments to work in.

If you join them you'll be making a real difference. You could be designing and building solutions to help people prove their identity or apply for visas, or working on the critical IT systems that support policing and help protect UK borders.

This role sits within their live services team who are undergoing an exciting large IT transformation programme.

Responsibilities and accountabilities

The job holder will be assigned to a particular business area of the organisation, and has specific responsibility to:

  • Act as the client's point of contact for the service delivery for all, or part, of a business. The Service manager (SM) is knowledgeable about the customers business and IT and brings this knowledge to the Service Operations
  • Acts as the integrator and provides two way communication between necessary Customers and the IT Suppliers and represents the user estate on change, incidents etc.
  • Ensure Customer receives the highest level of service from the Service Operations Team and Managed Suppliers
  • Validate supplier invoices, review forecasting and understanding mitigations and performance achieved
  • Identify, manage and escalate service risks in accordance with their policy and process
  • Manage Customer expectations and communications for the necessary Customer organisation
  • Act as a change agent within the Service Management Team
  • Drive Customer Satisfaction and Service Improvement Initiatives
  • Projects/changes that may impact the customer organisation and represent customers in Operational Readiness Reviews.
  • Attend Change management meetings to ensure that customer impact of proposed changes are properly assessed and understood prior to approval
  • Respond to and manage Customer requests for information/support or complaints
  • Represent customers on Major Incident and Service Continuity Restoration teams.

Essential Criteria

  • You will need to demonstrate within your application the following essential experience:
  • Strong technology based service management experience with ability to demonstrate effective customer focussed service
  • Must have demonstrable Relationship Management experience building and maintaining effective relationships with a current team, wider teams, suppliers and external
  • Must have established, led and or supported service review regimes with suppliers (internal and external) and business stakeholders, to drive required quality service delivery against agreed service levels and outcomes
  • A sound understanding of technology evidenced by insightful, knowledgeable and effective end to end service management of a range of complex, large and or disaggregated
  • Experience of driving continual service improvements through the measurement and challenge of services and processes, tools and capability.
  • Confidence and enthusiasm are important in order to demonstrate credibility and maintain engagement of

Desirable Experience

  • ITIL qualification
  • Knowledge of ServiceNow
  • Experience working in a SIAM model
  • Experience working in an Agile project delivery environment
  • Experience supporting the design, agreement and implementation of the relevant Service
  • Model standards and processes across a range of suppliers
  • Financial and or commercial knowledge in respect to technology delivered services
  • A relevant academic and/or vocational qualification

If you are interested in applying or would like any more information then please submit your CV / 0161 924 3656

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