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Service Management Lead - FTC 6 Months
Service Management Lead - FTC 6 Months - Based in Worthing
Lead and manage the Service Management Team. Responsible for implementing the strategic direction for Service Management set by the SMT&SD Lead & the implementation of Service Management best practice, processes & procedures. Responsible for ensuring services are defined, measured, reported, & continually improved to meet the evolving needs of business. Further responsibilities in quality by assuring and approving on-going changes to the systems infrastructure and services as well as owning and driving service policy, procedures and processes.
Works closely with the SMC Lead, who will deliver Service Level Reporting & MI to the Service Management Lead,
Role works with IT Support teams to ensure the delivery and continual improvement of end to end services in accordance with their OLAs, SLAs and Support Models. They will ensure that their team do the same for their own Service portfolios. In addition the Service Management team are responsible for ensuring that 3rd party suppliers deliver to their contracted Service Level Agreements (SLAs) & holds them to account in the event that performance does not meet expectations. The SM Lead will conduct and lead regular and ad-hoc Service Review Meetings for their own Service portfolio and may attend reviews held by their team to review and maintain quality and potential process improvements.
The Service Management Lead will join the Major Incident Manager rota, undertaking the role of Major Incident Manager where required; responsible for managing P1's & P2's through to service restoration. They will also be responsible for managing and maintaining the "MIM' rota to ensure Service Continuity.
An active member of the Service Management, Service Desk and Service Transition, Management team
Accountable for delivery of the end-to-end IT Services, within their portfolio, provided by both IT and its external Service delivery partners - advocates for IT interfacing with the Business for monthly service review meetings and primary escalation point for the business
Management of performance against agreed OLA's, SLA's & KPIs; agreeing service improvement plans, as required, with the service delivery partners IT Support teams for Services within their Service Portfolio.
Responsible for Team's delivery of performance management of their individual Service portfolios
Responsible for Continual Service Improvement Initiatives within Service Management disciplines and processes by identifying and leading initiatives to drive continuous improvement whilst protecting the integrity of existing services
Management of Major Incidents, P1 and P2's through to Service restoration and Incident resolution - covering an out of core hours rota 24 x 7
Accountable for all Major Incident communications into the business by them and their team, ensuring reports communicated in a language the business understands
Experience and capability requirements
Strong leadership and people management skills, particularly within a Service Management team;
Experience in executing process development and change
Incident Management, Problem Management, Change Management & Release Management, SACM
Strong interpersonal skills, with an ability to exercise good judgement to find solutions - respecting process, but focussing on outcomes
Very thorough, with excellent attention to detail and an understanding of the importance of quality within a professional services organisation
Very strong time management and planning skills, proactively identifying, escalating
Positive, flexible and adaptable with a 'can-do' attitude to overcoming challenges in a demanding delivery environment
Ability to use understanding of the different communication channels and formats to effectively engage with various audiences, adapting approach where required
Understanding how current work fits into broader Enterprise Services contexts and strategies so that deeper underlying problems and opportunities can be identified
Significant experience in Senior IT Service management discipline(s) and working with service level performance management
The individual must be comfortable with objectively challenging and convincing their peers, superiors and reports to ensure adherence to agreed quality standards (this equally applies to 3rd party suppliers).
Ability to work effectively under pressure in a collaborative environment with other service and technical disciplines with demanding priorities
Experienced in building and maintaining long term relationships with relevant stakeholders building trust with new audiences to ensure they are included in critical service discussions
£28,352 for 6 months
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Gattaca Plc provides support services to Networkers and may assist with processing your application.