IT Service Manager

About Us

We operate on behalf of government delivering Disclosure functions in England, Wales, Jersey, Guernsey and the Isle of Man, and Barring functions for England, Wales and Northern Ireland.

We operate in the complex world of safeguarding alongside our multi agency partners. Safeguarding means protecting people's health, wellbeing and human rights, and enabling them to live free from harm, abuse and neglect.

Job Purpose

Working as part of a small team of skilled IT Service Managers who manage on a day-to-day basis IT operational and IT Controls requirements. The IT Service Managers will work together providing cover for each other across the IT capability areas.

As an IT Service Manager, you will help to manage various IT processes, ensuring documentation is kept up to date, reporting is collated, produced, and delivered, whilst also being a champion for ITIL process adoption across the business.

The IT Service Manager will be responsible for supporting Continual Service Improvement and Performance Management analysis work to improve the way in which DBS ITSM operates to better support the business objectives. They will collate performance measures, analyse current performance data, and present information on current processes and performance. The role holder will work with key stakeholders and suppliers to monitor the effectiveness of improvements when introduced.

The Job Holder will be required to work on end-to-end processes which cross the boundaries between ITSM and other DBS Operational and Digital teams, so providing a key component of the 'glue' bonding IT services together.

The Job holder will report directly to an IT Senior Service Manager in the Technology and Innovation Directorate. They will be accountable for the co-ordination of several IT capabilities which may include Major IT Incidents, IT Problem Management, IT Change, IT Configuration Management, IT Asset & Licence Management, and other IT controls processes.

Examples of operational tasks the role holder may undertake:

• Attending Major Incident calls where required
• Accountable for all CMDB content and data quality
• Contributing to the management of change into the DBS production environment
• Attendance at CAB where required
• Co-ordinating approval for IT Change
• Managing Problem Records and attending Problem Review Boards with the suppliers and business
• Supporting production of Monthly Service Reporting and analysis of data
• Communicate all IT outages and Major Incident updates to the business when required
• Undertake Incident Analysis
• Ensure accuracy of Knowledge Management Database
• Undertake SLA Analysis following SLM practices
• Participate in ITSM related activities in both the Liverpool and Darlington offices as required
• Undertake ad-hoc activities as directed by line management
• Contribute to Continuous service improvement initiatives including owning and maintaining a CSI register

Person Specification

Essential Criteria:

• Ability to manage own workload and work to tight deadlines and timescales, using own judgement to prioritise across differing situations
• Ability to produce high quality documentation
• Excellent organisational skills
• Excellent analytical skills
• Understanding of service management approaches
• Knowledge and experience of the ITIL framework and processes
• Significant experience of Continual Service Improvement
• Knowledge of techniques associated with Supplier Performance Management
• ITIL Foundation Accreditation

Desirable Criteria:

• Strong analysis skills and an innovative approach to problem solving with the capability to build on concepts and principles
• Able to formulate / assist in the development of Policies and procedures
• Can contribute to an environment that supports cooperation and cohesiveness among the work team and with other areas within IT Services
• Developing and maintaining excellent working relationships with senior stakeholders
• Significant experience of the delivery of professional IT Services
• Experience across multiple IT disciplines and using multiple ITIL Processes
• Defining performance measures and interpret complex performance data
• Experience of ServiceNow toolset
• Degree or Equivalent is desirable

To apply for this opportunity, please follow the 'apply now' link where further detail on the selection process is available.