Lead Service Delivery Manager (DevOps, ITIL, Security, Infrastructure)
- Recruiter
- RCDTS
- Location
- Newcastle
- Salary
- Competitive
- Posted
- 17 Aug 2017
- Closes
- 29 Aug 2017
- Sectors
- Facilities Management
- Contract Type
- Permanent
- Hours
- Full Time
Lead Service Delivery Manager (DevOps, ITIL, Security, Infrastructure)
Location: Newcastle
Salary: GBP64,528.75 to GBP71,500.00
With 60000+ staff and 50m customers, HMRC is one of the biggest organisations in the UK, running the largest digital operation in Government and one of the biggest IT estates in Europe. We have six modern, state-of-the-art digital delivery centres where multiple cross functional agile teams thrive in one of the most dynamic and innovative environments in the UK. We are expanding our Case Management Delivery Group and are recruiting into a number of posts within the Revenue & Customs Digital Technology Service in Newcastle.
The Lead Service Delivery Manager (DevOps, ITIL, Security, Infrastructure) - LSDM is responsible and accountable for the end-to-end operation of assigned services within the Delivery Group. This person will also manage, develop and motivate Service Delivery Managers and implement performance management where required. You will also be expected to work with the Live Operations Lead and their Service Operation Managers to ensure successful delivery of these services.
The candidate will work under the direction of the Head of Service Delivery and Operations. Work is often self-initiated and the successful applicant will be responsible for meeting technical and project or supervisory objectives. The work will require application of fundamental principles in a wide and often unpredictable range of contexts; a clear understanding of the relationship between their own specialism and the wider organisational requirements will be required.
Requirements of the Lead Service Delivery Manager (DevOps, ITIL, Security, Infrastructure);
•Ability to understand the business and technical issues in the areas supported and drive significant improvements is fundamental
•Strong client centric stakeholder management including the ability to face off to business directors at all levels, internally and externally and facilitate collaboration between stakeholders who have diverse objectives.
•Delivery of a timely resolution to incidents, ensuring a prompt response to root cause analysis and heavily engaged during major incidents
•Driving continuous improvements and delivery of the product backlog which includes application and system defects
•Delivery of a value for money led approach with an expectation the SDM will operate within a framework, managing cost control and delivering efficiencies within budget
•Ensuring the Live Services organisation plans and monitors work to meet agreed Service Level Agreements.
•Ensuring consistently high service performance, and evaluate customer feedback to develop quality improvement processes.
•Acting as a point of escalation on complex issues and providing appropriate support to SDM's.
•Maintain confidentiality in all business related matters.
•Ensure best practice and continual improvement in delivery of service to the business.
•Establishes productive relationships and networks at Senior Management level to build and maintain relationships across Delivery Groups
•Act in accordance with Security Policies and report any potential or actual Security events or other Security risks to the organisation.
•Proactively anticipate the business needs, adjusting services accordingly through the appropriate processes.
•Optimise the performance of the services whilst maximising value and minimising risk.
Essential Knowledge, Criteria & Skills of the Lead Service Delivery Manager (DevOps, ITIL, Security, Infrastructure);
•7+ years' experience in Service Delivery organisation
•Good understanding of DevOps practises
•Strong knowledge and experience of ITIL processes and procedures.
•Proven Track record of delivering service improvements and innovation.
•The ability to work effectively with client stake holders, independently and within a team environment, sharing knowledge/skills and developing productive working relationships.
•SDM performance and line management.
•Active experience of service risk and issue management
•Understanding of contracts and translating that into delivery of the agreed service to agreed targets. Will also be expected to undertake license management for products within their service portfolio in liaison with the Commercial team
•Proven operational experience of running Asset and Configuration Management in a complex environment within an ITIL framework.
•Proven commercial acumen.
•Experience in dealing with and influencing multi-tier management.
•Experience of developing best practice processes, policies and procedures for functional area.
•Technical appreciation of IT infrastructure.
Desirable Knowledge, Criteria &Skills of the Lead Service Delivery Manager (DevOps, ITIL, Security, Infrastructure);
•Qualified in Information Technology Infrastructure Library (ITIL V3).
•Agile methodologies and supportive tooling e.g. Kanban and Jira.
•Business Continuity Planning: Familiar with methods and techniques for risk management, business impact analysis, counter measures and contingency arrangement relating to the serious disruption of IT services Background and Environment.
To apply to the Lead Service Delivery Manager (DevOps, ITIL, Security, Infrastructure) role please click the "Apply Now" button.
Location: Newcastle
Salary: GBP64,528.75 to GBP71,500.00
With 60000+ staff and 50m customers, HMRC is one of the biggest organisations in the UK, running the largest digital operation in Government and one of the biggest IT estates in Europe. We have six modern, state-of-the-art digital delivery centres where multiple cross functional agile teams thrive in one of the most dynamic and innovative environments in the UK. We are expanding our Case Management Delivery Group and are recruiting into a number of posts within the Revenue & Customs Digital Technology Service in Newcastle.
The Lead Service Delivery Manager (DevOps, ITIL, Security, Infrastructure) - LSDM is responsible and accountable for the end-to-end operation of assigned services within the Delivery Group. This person will also manage, develop and motivate Service Delivery Managers and implement performance management where required. You will also be expected to work with the Live Operations Lead and their Service Operation Managers to ensure successful delivery of these services.
The candidate will work under the direction of the Head of Service Delivery and Operations. Work is often self-initiated and the successful applicant will be responsible for meeting technical and project or supervisory objectives. The work will require application of fundamental principles in a wide and often unpredictable range of contexts; a clear understanding of the relationship between their own specialism and the wider organisational requirements will be required.
Requirements of the Lead Service Delivery Manager (DevOps, ITIL, Security, Infrastructure);
•Ability to understand the business and technical issues in the areas supported and drive significant improvements is fundamental
•Strong client centric stakeholder management including the ability to face off to business directors at all levels, internally and externally and facilitate collaboration between stakeholders who have diverse objectives.
•Delivery of a timely resolution to incidents, ensuring a prompt response to root cause analysis and heavily engaged during major incidents
•Driving continuous improvements and delivery of the product backlog which includes application and system defects
•Delivery of a value for money led approach with an expectation the SDM will operate within a framework, managing cost control and delivering efficiencies within budget
•Ensuring the Live Services organisation plans and monitors work to meet agreed Service Level Agreements.
•Ensuring consistently high service performance, and evaluate customer feedback to develop quality improvement processes.
•Acting as a point of escalation on complex issues and providing appropriate support to SDM's.
•Maintain confidentiality in all business related matters.
•Ensure best practice and continual improvement in delivery of service to the business.
•Establishes productive relationships and networks at Senior Management level to build and maintain relationships across Delivery Groups
•Act in accordance with Security Policies and report any potential or actual Security events or other Security risks to the organisation.
•Proactively anticipate the business needs, adjusting services accordingly through the appropriate processes.
•Optimise the performance of the services whilst maximising value and minimising risk.
Essential Knowledge, Criteria & Skills of the Lead Service Delivery Manager (DevOps, ITIL, Security, Infrastructure);
•7+ years' experience in Service Delivery organisation
•Good understanding of DevOps practises
•Strong knowledge and experience of ITIL processes and procedures.
•Proven Track record of delivering service improvements and innovation.
•The ability to work effectively with client stake holders, independently and within a team environment, sharing knowledge/skills and developing productive working relationships.
•SDM performance and line management.
•Active experience of service risk and issue management
•Understanding of contracts and translating that into delivery of the agreed service to agreed targets. Will also be expected to undertake license management for products within their service portfolio in liaison with the Commercial team
•Proven operational experience of running Asset and Configuration Management in a complex environment within an ITIL framework.
•Proven commercial acumen.
•Experience in dealing with and influencing multi-tier management.
•Experience of developing best practice processes, policies and procedures for functional area.
•Technical appreciation of IT infrastructure.
Desirable Knowledge, Criteria &Skills of the Lead Service Delivery Manager (DevOps, ITIL, Security, Infrastructure);
•Qualified in Information Technology Infrastructure Library (ITIL V3).
•Agile methodologies and supportive tooling e.g. Kanban and Jira.
•Business Continuity Planning: Familiar with methods and techniques for risk management, business impact analysis, counter measures and contingency arrangement relating to the serious disruption of IT services Background and Environment.
To apply to the Lead Service Delivery Manager (DevOps, ITIL, Security, Infrastructure) role please click the "Apply Now" button.