IT Service Manager (Sefton)

Job Title:IT Service Manager (Sefton)

Team:Service Management

Responsible to:Head of Service Management

Location/Based at:Hafley Court Rochdale, Greater Manchester, or London (NB There may be an element of travel within the UK and overnight stays may be expected)

Job Purpose

Operating within an ITIL aligned environment the post holder will be responsible for the effective delivery of Operational IT Services primarily for the Sefton account and ensuring that IT Services match the documented needs and requirements of the account in line with process, policy, and procedure using appropriate toolsets.

Job Summary & main responsibilities-IT Service Manager

Key Responsibilities:

Operational deliverables

• Reporting to the Head of Service Management (Rochdale) and the Regional Client Director for Sefton partnership.
• Responsible for leading and managing Service Management processes including but not limited to Major Incident, Problem and Change Management locally for Sefton.
• Provide absence cover for Regional Client Director and Head of Operations Manager for Sefton partnership when on leave.
• Chair Daily Service Review meetings with all Service Team Leads.
• Drive further integration with Central Service Management Team and processes.
• Take part in Audit activities in support of ISO Certifications.
• Provision of cyclical reporting from within the ITSM toolset.
• Stock control, maintain accurate records, updating of tickets within the ITSM toolset, liaising with the Client within teams, and site visits once per month.
• Ensure effective operating processes and procedure documentation is in place and maintained to ensure customer services and reporting is accurate whilst managing customer expectations.
• Ensures contracted Service Level Agreements (SLAs) are achieved and client expectations are met (or exceeded) informing Head of Service Management of any threats to SLA performance.
• Chair weekly meeting with Service Desk Team lead on performance, continual improvement actions.
• Own and drive service performance.
• Supporting the corporate strategy for future digital innovation across customers and services,
• Using CMMI drive Continual Service Improvement to ensure optimal service.
• Creating awareness of and the raising of Operational Risk via corporate toolset.
• Support and lead Service Transition of new services from projects to Business as Usual (BAU) operations through formal Service Transition processes.
• Proactively support Head of projects onboarding new systems in transition to BAU.
• Be conversant with the contractual deliverables and report accordingly escalating any performance issues.

Reporting

• Proactively manages overall satisfaction, including the provision of suitable reporting to validate performance.
• Ensure low scoring tickets are investigated.
• Support the design, implementation and improvement of Service Reporting and process improvements to the DX Service Integration & Management function including greater automation, tooling and improved processes and increasing capabilities in technology.

Client Facing

• Work in strong partnership, with Sefton Client Partnership Team and act as a point of escalation.
• Attending client Operations Performance Review meetings once a month, to support the Regional Client Director, Head of Operations, and the Head of Projects covering customer performance, service improvements, quality, and processes including risks.
• Participate in monthly First Friday meetings with staff on KPI performance.
• Attend fortnightly Service Management Working Group meetings with the Sefton client along with Regional Client Director and Head of Operations Manager.
• Act as an escalation point for any Service complaints/compliments and general reporting.
• Utilising the ITSM toolset lead on any new forms, questions, and reports, from the ICT client and internal supporting staff.
• Builds relationships with client, promoting the various Agilisys services for growth, whilst ensuring quality and profitability are performed to agreed SLAs.
• Providing support and input into new business development initiatives, including client interaction as relevant.

Technical Competencies

• Good knowledge of Microsoft technologies and products.
• Management and associated measurement tools and techniques.
• Ability to lead and influence.

Leadership and Change Management

• Actively seeks opportunities to contribute as a senior team lead.
• Prioritises own work to ensure objectives are met.
• Ensures own active involvement in generating team ideas and innovation.
• Demonstrate self-awareness in actions.
• Actively participate in training and annual review processes.
• Ensure the quality of work and documentation is of a professional standard that reflects highly upon the business and teams.
• Assist in the development of Junior team members and other team resources as required.

People Management and Relationship Building

• Fully participates in performance management processes.
• Builds and maintains good relationships with management and peers.
• Build excellent working relationships with the customer.

Analysis and Use of Evidence

• Uses available tools to identify account performance and associated issues before they become account affecting.
• Ensures that decisions are based on clear evidence.

Corporate Responsibilities

As an employee and representative of Agilisys you will be expected:

• To promote our vision, and mission and to uphold the Agilisys values in all day to day activities and delivery of services.
• To ensure and assist with a culture that promotes equality and values diversity, and that the service you provide meets the needs of all service users. This may involve the development and monitoring of policies and procedures to ensure the services you provide are inclusive to all.

In accordance with the Health and Safety at Work Act 1974 and subsequent legislation the post holder is required to undertake a proactive role in the management of risks in all their actions. This includes:

• Undertaking risk assessments in line with the Agilisys risk assessment process.
• Reporting all incidents, near misses and hazards in line with organisational reporting arrangements/system.
• Undertaking a statutory duty of care for your own personal safety and that of others.
• Attending all statutory and mandatory health and safety training, appropriate to the role