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Senior IT Service Manager

Employer
Alexander Mann Solutions (on behalf of Public Sector Resourcing
Location
London (Greater)
Salary
N/A
Closing date
16 Aug 2022

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Senior IT Service Manager - Inside IR35
Contract Term: 6 Months
Contracting Authority: The Foreign, Commonwealth & Development Office
Location: London – Hybrid 


The Foreign & Commonwealth Office (FCO) and the Department for International Development (DfID) merged on 1 September 2020 to form the Foreign, Commonwealth & Development Office (FCDO). 
The FCDO pursues our national interests and projects the UK as a force for good in the world. We promote the interests of British citizens, safeguard the UK's security, defend our values, reduce poverty and tackle global challenges with our international partners.


As a Senior IT Service Manager your main responsibilities would be: 
•    Supporting the management of successful delivery of a Value for Money IT support function, including the management of service delivery support teams.
•    Identify opportunities to improve the user experience and implement interventions.
•    Resource management of teams to meet the demands of the business and Financial management of relevant Operations budget lines and current contracts.
•    Work with Commercial Team to ensure that we leverage best value from current suppliers and frameworks. 
•    Act as an escalation point for the operational Service Desk.
•    Take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements.
•    Ensuring services are aligned to ITIL best practice.
•    Ability to perform operational ITSM activities to enable ITIL aligned processes, such as Incident Management, Problem Management and Change Management.
•    Ensure adequate reporting and service standards are met for the ITSM organisation.
•    Attend the weekly Operations Management meetings and ensure that two way cascading happens throughout their teams, e.g., Change Agreement Board.
•    Identify, plan and perform Continual Service Improvement activities for ITSM processes, including working alongside Service Delivery teams (Support teams).
•    Maintain an Operational Service Catalogue and wider IT service operations knowledge library
•    Ensure service asset and configuration processes/policies are properly controlled, and that accurate and reliable information about assets is available. 
•    Manage customer service functions, including responding to issue reports, information requests, access, etc.
•    Where appropriate, act as a liaison with other government departments on IT service delivery issues.


You’ll have relevant experience in:
•    SC Clearance is an essential requirement for this role, as a minimum you must be eligible and willing to undergo these checks.
•    In-depth understanding of ITSM framework principles and processes, and the ability to apply the technical knowledge.
•    Flexibility, Able to adapt, to influence colleagues and clients more effectively. Help clients and colleagues to do this. 
•    The confidence to have a point of view and be courageous enough to express it even if it proves unpopular.
•    Evidence of being able to reflect (in the moment & afterwards) on personal style, bias, and ways of working, and the impact on others. 
•    Quickly develop an understanding of the business, strategy, to communicate in business terms and understand the business levers. 
•    Working as part of a multi-disciplinary team, leveraging the skills of those around you and build trusting relationships with colleagues.
•    ITIL Qualifications (V3 or V4).
•    Operational ITSM tool experience.
Desirable:
•    Active SC Clearance.
•    Public Sector Experience.


If this Senior IT Service Manager role sounds like something that you would be interested in, please click the link to apply and get in touch with one of our PSR team now.

"In applying for this role, you acknowledge the following: this role falls in scope of the Off Payroll Working in the Public Sector legislation. Any rates of payment quoted will reflect the gross rate per day for the assignment and will be subject to appropriate taxes and statutory costs. As such the payment to the intermediary and your income resulting from this contract will be different."

Please be aware that this role can only be worked within the UK and not Overseas.

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