A great opportunity to join us as a Service Manager and develop, manage and maintain the schedule of change for the GI business.

Change Management

• Develop, manage and maintain the Business Forward Schedule of Change
• Assess and report on Business impact on all Changes proposed by other Business areas including any central areas
• Identify, manage and co-ordinate change requests that require involvement and activity by multiple Service Providers with the objective of achieving the successful implementation of the overall change request

Knowledge Management

• Establish and maintain Knowledge Management interfaces
• Capture, store, analyse and share data effectively across lifecycle
• Undertake audits to ensure Knowledge Management data is maintained to the required level by all parties
•  Problem Management
• Participate in the evaluation of any solutions proposed by the Service Provider to resolve Problems
• Identify, prioritise and assist to manage through to resolution those Problems that cause or have the potential to cause business disruption
• Ensure Root Cause Analysis (RCA) has been completed and is effective in ensuring no further incidents are raised against the same problem
• Coordinate Problem Management activities which span multiple Service Providers
• Where applicable, ensure Service Improvement Plans are in place and effective

Incident Management

• Support incident escalation and early Life Support of changes ensuring that the required
• Business communication is in place and effective
• Coordinate Incident Management activities which span multiple Service Providers
• Monitor incidents affecting services in the portfolio and provide Business escalation and provide Business updates
• Provide out of hours support for Business impacting Critical Incidents
• Service Portfolio Management
• Maintain the Service Portfolio of existing services available to the Business to ensure that they continue to be delivered to meet the Service availability requirements of the Business.
• Provide access to the Service Portfolio to the Business

Demand Management

• Provide Patterns of Business Activity (PBA) to the Service Provider(s) along with any related assumptions containing forecast business volumes which enable the Service Provider(s) to accurately forecast future Capacity
• Co-ordinate capacity planning activities that span multiple Service Providers ensuring that forecast and actual data is realistic and appropriate and facilitates the identification of remedial action by, and between, Service Providers
• Service Design Package
• Define & document Service Management elements to support services
• Ensures all services are delivered to meet Business requirements and actively monitor early life support to validate the required quality of service is attained and the required support model is in place
• Ensure the Service Design package is maintained throughout the life of the Service

Service Level Management

• Manage the end to end process ensuring compliance of the process, procedures & policies and ensure that they are maintained and communicated.
• Review all Service Provider(s) Management Information and implement a continual service improvement plan to address any service issues identified

Availability Management

• Monitor, analyse and calculate the performance of Service Provider(s) against the end-to-end measures, consolidate and report to the Business
• Provide a consolidated report for the measurement of the defined critical business transactions

IT Service Continuity Management

• Work with the GI Business entities to ensure Business Impact Assessments (BIAs) are accurate as these are used to create and validate the Service Providers technical recovery plan.
• Support the execution of a ITSCM Test and real ITSCM events
• Provide analysis of the Service delivered throughout tests of Service recovery
• Service Validation and Testing
• Document the entry criteria to Service Providers to enable them to define the required test plan for new or changed Services.
• Transition Planning & Support
• Oversee the operational handover from the Change team to the Business and the operational Service Provider(s)
• Communicate the Service Transition Planning and Support Policies and Procedures to the Service Providers and the Business.
• Ensure adherence to and compliance with the Service Acceptance Criteria (SAC) process
• Supplier Service Management
• Gather and provide analysis of the end-to-end performance using detailed Management Information and processes to identify potential issues or risk to the Service provided

Financial Management

• To provide appropriate validation of invoices and management information provided by Service Provider(s) for variable costs (storage and server utilisation, etc.)
• To ensure that the costs of IT Services are fully defined and transparent

Risk

• To ensure all IT Service risks are identified, logged to the appropriate GI IT Risk log and managed effectively

Audit

• To support GI IT Audits, as appropriate, and ensure all items assigned are actioned and remediated by the closure date expressed in audit reports

People Management

• Manage, motivate and develop employees in a manner that is consistent with the Company’s policies and procedures including the Partnership Agreement, to maximise the performance of the area
• Working with the Head of IT Service Delivery to supervise the allocated resources to the achievement of reducing the volume of incidents as required by the business and support business projects via the project team
• Performance and direct line management of underlining support and developments within your portfolio of services

Qualifications:

• ITIL V3 Qualified

Knowledge:

• In-depth knowledge and experience of managing IT Service Providers
• In-depth knowledge of industry best practice in process, controls, tools, standards and methods in IT Service Management
• Expertise in IT Operations Management and IT Service Delivery based on industry leading frameworks such as ITIL and COBIT
• In depth knowledge of industry with regard to IT, Cloud and Data Centre infrastructure and services
• Analytical and objective – able to take ownership and manage multiple suppliers to ensure effective resolution of Incidents and Problems
• An influencer and facilitator – able to build strong interpersonal relationships, and inform, guide and motivate Service Providers to deliver fully optimised Services in line with Business demand
• Strong communication skills – able to explain technology issues that are often complex and obscure to non-specialists
• A self-motivated leader - demonstrating a passion for and thought-leadership in this domain
• Confident and trustworthy - keen to earn the respect and trust of, and inspire, others

Whatever your role, we reward ability, performance and attitude with a package that looks after all the things that are important to you. Our employees have a wide range of benefits including a generous pension scheme, life assurance, 25 days' holiday (plus one day after two years), private medical insurance, performance related bonuses, a variety of share schemes, discounts at both a huge range of high street stores and our own great products, your hard work will be rewarded when you join us.

For more inforamtion on this role, please contact Helen Brockbank, Resourcing Lead - helen.brockbank@landg.com