IT Service Manager
In this role you will be expected to:
• Support service delivery and service improvements.
• Take ownership of service issues.
• Have excellent communication and stakeholder management skills.
• Assist in alerting, reporting and monitoring of live services.
• Report against SLA and KPI s, produce timely, accurate management information.
• Proactively engage with major incident management.
• Assist with continuous service delivery improvement initiatives.
• Contribute to organisational development by involving yourself and others in co-curricular activities like 'lunch and learns'.
• Own ITIL functions such as running Change Boards, Problem Management, Reporting etc as required.
• Provide guidance and training on processes eg. Change management.
Responsibilities
• Monitor service performance and respond appropriately to alerts.
• Trend service performance, assist with capacity management and longer term planning, data analysis and presentation.
• Assist Service Delivery and DevOps functions, ensure key processes are adhered to and efficiently handled.
• Be subject matter experts in HMRC Service Management processes such as Incident, Problem & Change.
• Provide status communications to Service Delivery Managers.
• Manage Data Platform Services change review.
• Organise and facilitate patching of DPS servers.
• Work within and across multiple Product orientated delivery (POD) teams.
Essential Criteria
• Exposure of varied ITIL disciplines - especially Incident, Problem & Change.
• ITIL knowledge and understanding.
• Proficient with MS Office, Service Management toolsets (Assyst or Service Now).
Desirable Criteria
• Experience in Service Analyst Role
• ITIL V3 Certified
Benefits
Civil Service Pension
Flexible and Hybrid ways of working
25 days Annual Leave (increasing 1 day per year, up to 30)
A culture encouraging inclusion and diversity.
Learning and development tailored to your role
• Support service delivery and service improvements.
• Take ownership of service issues.
• Have excellent communication and stakeholder management skills.
• Assist in alerting, reporting and monitoring of live services.
• Report against SLA and KPI s, produce timely, accurate management information.
• Proactively engage with major incident management.
• Assist with continuous service delivery improvement initiatives.
• Contribute to organisational development by involving yourself and others in co-curricular activities like 'lunch and learns'.
• Own ITIL functions such as running Change Boards, Problem Management, Reporting etc as required.
• Provide guidance and training on processes eg. Change management.
Responsibilities
• Monitor service performance and respond appropriately to alerts.
• Trend service performance, assist with capacity management and longer term planning, data analysis and presentation.
• Assist Service Delivery and DevOps functions, ensure key processes are adhered to and efficiently handled.
• Be subject matter experts in HMRC Service Management processes such as Incident, Problem & Change.
• Provide status communications to Service Delivery Managers.
• Manage Data Platform Services change review.
• Organise and facilitate patching of DPS servers.
• Work within and across multiple Product orientated delivery (POD) teams.
Essential Criteria
• Exposure of varied ITIL disciplines - especially Incident, Problem & Change.
• ITIL knowledge and understanding.
• Proficient with MS Office, Service Management toolsets (Assyst or Service Now).
Desirable Criteria
• Experience in Service Analyst Role
• ITIL V3 Certified
Benefits
Civil Service Pension
Flexible and Hybrid ways of working
25 days Annual Leave (increasing 1 day per year, up to 30)
A culture encouraging inclusion and diversity.
Learning and development tailored to your role