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Service Quality Manager (DevOps)

  • Salary: £500 - £535 per day
  • Job type: Contract
  • Location: London
  • Sector: IT
  • Date posted: 19/06/2018
  • Job reference: J388328A

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Role: Service Quality Manager (DevOps)

Start Date: ASAP

Location: London
Duration: 3-6 months

Role Details:

Service Quality Manager is responsible for delivering/ managing large, complex programs. Also provide an effective service assurance functions. You will be responsible for the effective delivery of services and management of incidents and problem resolution whilst ensuring that best practice guidelines and approaches are adhered to at all times, and for communications with service recipients and stakeholders.

The individual will ensure adherence to policy and provide leadership in the implementation of leading-edge technology to position the organization for success - improving efficiency, increasing security posture, and supporting growth of the Cross Functional Team (CFT).

Job Duties:

  • The Service Quality Manager's (SQM) goal is to embed IT Service Management disciplines into the day to day activities of the CFT.
  • The SQM role is a 'Hands-on' role involving all aspects of service delivery, 24/7 operations, Event management, Incident and Problem Management, Change and Release management, in a DevOps environment.
  • The SQM will work with global support/ platform teams helping to coordinate service restoration and avoidance of outages
  • The SQM will support the CFT with the transition of services into Live environments using the License to Operate (LtO) framework
  • The SQM will ensure that the CFT is adequately resourced and trained to successfully support the Live service(s) as per business requirements
  • The SQM will work with the Product Owner to ensure that technical debt is addressed through the prioritisation of the backlog/ workstack items
  • Ensure CFT has the ability to support their own services in Live through completion of Non-Functional Requirements expectation
  • Ensure CFT adhere to Incident, Problem and Change management processes
  • Produce and publish service operational metrics including SLA achievement e.g. Incident and Problem Management metrics as defined by the respective processes
  • Responsible for completing actions arising from audit and control reviews.
  • Establish and maintain strong and productive relationships with the IT outsource partner and other suppliers to ensure that service performance is effectively managed and monitored, and issues are dealt with promptly and in line with contractual obligations.
  • Responsible for the oversight and management of all Major Technical Incidents to ensure their prompt resolution. This will involve coordinating separate technical teams, structuring investigations and working with the respective business areas to ensure accurate and timely information is disseminated to senior stakeholders and end-users.
  • Negotiates for necessary resources to meet the program objectives. Manages scope definition of projects, high level deliverables and implementation milestones
  • Build business strategy and roadmaps for services that are robust and scalable to support the employees, contractors, partners and customers
  • Program manage the execution of the roadmap; plan, define and improve processes; identify and address issues; and provide executive reports of the progress and return on investment (ROI)
  • Work with business leaders across the firm to integrate their systems, applications and databases into the centralized systems ensuring adherence to Security Controls, Policies and Standards with a focus on automation and control
  • Work with various Audit, Compliance and Assessment teams and programs to identify, assess and mitigate operational risks, evaluating the adequacy and effectiveness of the platform, standards, procedures, processes, and internal controls
  • Serve as an ITIL expert in the analysis / development of existing processes, procedures and methods to promote effective business and systems operations through standardisation, improvement and simplification.
  • Oversee adherence to applicable Security Controls, Policies and Standards; partner with business owners and technology groups to synchronize plans to remediate gaps

Required Skills:

  • DevOps
  • Strong Web based application development and production support/ service recovery experience (preferably in banking/ financial domain)
  • Good understanding of APM tools e.g. Splunk, App Dynamics
  • Extensive experience in working in a Service Assurance / Delivery environment and implementing ITIL / service management strategy and processes.
  • Significant and demonstrable experience in ITIL v3 compliant Service Design, from service requirements definition through new service design and into the transition stage in a DevOps environment.
  • Has managed Identity Access Management team delivery (onsite/ Offshore) would be Plus
  • Should be able to do On Call Support

Please submit CVs in the first instance

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