IT Service Manager
IT Service Manager
JOB DESCRIPTION
Job Title:
Service Owner / Manager
Location:
Near to Bradford / Leeds
Department/Practice:
Technology
Job Purpose and primary objectives:
Manage and communicate IT operational issues across the portfolio to business/Internal stakeholders
Enable the IT Development teams to improve production stability.
Key responsibilities (please specify if the position is an individual one or part of a team):
Interacts and collaborates with business users in understanding the business events
Communicates to business stakeholders for any production failures or instability themes
Communicates to business / operations stakeholders regarding any future production changes
Obtain approvals from business stakeholders for change outages
Build relationship with operations team to ensure that development and support teams are working collaboratively and understanding any concerns or bottlenecks.
Works closely with customer operation lead in prioritising the problem records to improve production stability
On a periodic basis, carry out a baselining exercise for all operational activities within the stability scope
Participates in Daily Ops call and service performance reviews to provide updates regarding the incidents & problem areas
Be a point of escalation for any IT production issues that have followed the standard IT Incident Mgmt process
Assist in Business cut-over activities as required
Work with Development teams to ensure that Service Design and Transition process is followed to protect the introduction of new services / changes
Ensure that all changes adhere to the Change Management process and are fully understood and communicated to the support teams
Be accountable for the delivery of operational services from external supplier to Client or strategic partners, including escalations, ensuring the appropriate details for all services are accurately captured and reported to the appropriate stakeholders
Develop and maintain supplier relationships
Work with 3rd party development team to identify and manage service operational risks by implementing appropriate controls and creating action plans to minimise service impact
Coordinate and manage escalated production incidents working with development and support teams to restore service as quickly as possible with minimal business disruption. Ensuring that stakeholder business communication is provided throughout the incident.
Represent service at day to day operational business meetings where applicable
- Supervisory / Managerial responsibilities (please specify if the position will have persons reporting to it):
No
- Other responsibilities - Budgets, targets, equipment etc (please specify):
No
Key Skills/Knowledge:
Must have strong domain knowledge in Ecom Warehousing / Retail Supply Chain
Have a broad technical understanding of all critical IT components and flows within the warehouse operations
Excellent Retail Business and Operations Knowledge is essential
Excellent communication and stakeholder management skills, general understanding of application development/support, infrastructure & technology
Experience in managing Senior Business stakeholders is essential
Proven ability to work under own initiative
Ability to work under pressure, handle complex change and prioritise key activities with 3rd party development and operations team
Should possess excellent analytical and decision-making skills
JOB DESCRIPTION
Job Title:
Service Owner / Manager
Location:
Near to Bradford / Leeds
Department/Practice:
Technology
Job Purpose and primary objectives:
Manage and communicate IT operational issues across the portfolio to business/Internal stakeholders
Enable the IT Development teams to improve production stability.
Key responsibilities (please specify if the position is an individual one or part of a team):
Interacts and collaborates with business users in understanding the business events
Communicates to business stakeholders for any production failures or instability themes
Communicates to business / operations stakeholders regarding any future production changes
Obtain approvals from business stakeholders for change outages
Build relationship with operations team to ensure that development and support teams are working collaboratively and understanding any concerns or bottlenecks.
Works closely with customer operation lead in prioritising the problem records to improve production stability
On a periodic basis, carry out a baselining exercise for all operational activities within the stability scope
Participates in Daily Ops call and service performance reviews to provide updates regarding the incidents & problem areas
Be a point of escalation for any IT production issues that have followed the standard IT Incident Mgmt process
Assist in Business cut-over activities as required
Work with Development teams to ensure that Service Design and Transition process is followed to protect the introduction of new services / changes
Ensure that all changes adhere to the Change Management process and are fully understood and communicated to the support teams
Be accountable for the delivery of operational services from external supplier to Client or strategic partners, including escalations, ensuring the appropriate details for all services are accurately captured and reported to the appropriate stakeholders
Develop and maintain supplier relationships
Work with 3rd party development team to identify and manage service operational risks by implementing appropriate controls and creating action plans to minimise service impact
Coordinate and manage escalated production incidents working with development and support teams to restore service as quickly as possible with minimal business disruption. Ensuring that stakeholder business communication is provided throughout the incident.
Represent service at day to day operational business meetings where applicable
- Supervisory / Managerial responsibilities (please specify if the position will have persons reporting to it):
No
- Other responsibilities - Budgets, targets, equipment etc (please specify):
No
Key Skills/Knowledge:
Must have strong domain knowledge in Ecom Warehousing / Retail Supply Chain
Have a broad technical understanding of all critical IT components and flows within the warehouse operations
Excellent Retail Business and Operations Knowledge is essential
Excellent communication and stakeholder management skills, general understanding of application development/support, infrastructure & technology
Experience in managing Senior Business stakeholders is essential
Proven ability to work under own initiative
Ability to work under pressure, handle complex change and prioritise key activities with 3rd party development and operations team
Should possess excellent analytical and decision-making skills