IT Service and Change Manager

Job content

The NSTA’s plan for hybrid working includes an expectation for staff to spend broadly 40% of their time in the office as a minimum.

Brief Overview of the Role

This role provides an exciting opportunity for a talented service and change manager to join a small, dynamic IT team which managers four key elements of the NSTA Corporate services:

The IT Team manages four key elements of the NSTA’s Corporate services:

This role manages the day-to-day activities of the NSTA’s Corporate IT Services and plays an active role in the wider business - monitoring, reporting and reviewing the quality and satisfaction of the services provided and is responsible for the IT Change process within the NSTA. This role also includes some Project Management elements when introducing new service into our portfolio.

The role requires a team player with strong communication skills who will work closely with internal and external stakeholders at levels. The post holder is required to have an excellent understanding of project & service management delivery methodology, frameworks, and be passionate about continuous service improvement and delivering results.

Detailed job description and key responsibilities

The IT Service and Change Manager will be responsible for managing the service delivery of the NSTA’s Corporate IT Services.

· Managing the day-to-day corporate IT services including multi-disciplinary technical personnel from a number of contracted service providers, maintenance and service level management, contract management, resource management as well as conducting periodic supplier performance reviews.

· Manage delegated budgets on behalf of the Head of IT, monitoring expenditure and costs against delivered and realised benefits as services and projects progress, highlighting any potential over/underspend at the earliest opportunity.

· Working closely with the Head of IT to provide input to the annual IT budget in line with business requirements.

• Take on the delegated responsibilities for the Head of IT to ensure continuous IT service is being delivered.
• Ensure Corporate IT services are delivered against the contractual Service Level Agreements (SLAs), escalate issues with external service support organisations as required.
• Delivery of an efficient, cost effective and proactive IT support services that are focused on the timely investigation and resolution, the coordination of planned maintenance tasks as well as the identification and implementation of continual performance improvements.
• Working closely with the IT Security Manager to ensure that all “Back Office” IT operations services are robust and secure, developing and implementing plans in collaboration with all members of the IT team to fix the issues as soon as reasonably practical.
• Asset and Software Licence Management - ensure all hardware/software systems are kept up to date.
• Ensure that all IT operational procedures across the NSTA are developed, implemented, adhered to and continuously reviewed in order to deliver high levels of customer satisfaction.
• Ensure that all NSTA teams and 3rd Party Suppliers adhere to the Incident and Problem Management process for the logging, tracking, and successful resolution of problems recorded.
• Ensure that capacity planning, performance optimisation and data storage management for the “Back Office” infrastructure is in operation; identify performance/capacity issues and recommend proactive action.
• Working closely with the Head of IT to ensure the NSTA’s technology roadmap is aligned with business and service operation needs.
• Engaging with stakeholders, service providers and consumers/customers of Corporate IT services to prioritise the demand for, as well as drive the performance and continual improvement in the services and solutions delivered.
• Work with the IT Programme Manager (PMO) to deliver business as usual (BAU) projects to the Corporate IT environment.
• Working closely with the IT Programme Manager (PMO) to ensure that plans for new services are aligned with the NSTA strategies, can be supported within the existing organisation and successfully transitioned into operational support.
• Working closely with the IT Security Manager to ensure periodic internal and external vulnerability scans and penetration tests across NSTA’s IT infrastructure, manage remediation activities to resolve the highlighted vulnerabilities.
• Manage the NSTA’s Incident Management, Problem Management and Change Management functions and systems, work closely with the suppliers to ensure ITIL processes and procedures are followed.
• Review incidents recorded by the support team on a periodic basis, identify and report on key service metrics such as common/recurring incidents and problem trends, produce monthly performance reports detailing areas for improvement and recommendations for proactive action.

Specialist Skills, Qualifications, Experience, Licenses, Memberships or Language

Essential:

• Significant level of experience in Service Management
• ITIL Foundation Certification
• Good knowledge of budgeting and resource allocation procedures
• Effective leadership, interpersonal and communication skills
• A good knowledge of Office365 applications
• Experience of managing outsourced services contracts and procurement.
• Experience of managing IT Service Operations

Desirable:

• Agile Project Management