Service Manager

Leek Wootton

Permanent

Full Time

Salary (£56,073.00 - £59,688.00)

The closing date for this post is 12 midday on 17-Feb.

Those currently eligible on the redeployment register will be given prior consideration.

The main purpose of the role is to be responsible for all ITIL disciplines and practices across Digital Services, ensuring SLA’s and OLA’s are created, relevant, reported and accurate, underpinning IT Service Management to deliver services to Warwickshire Police.

Managing a team of experts in ITIL disciplines and practices, ensuring Digital Services provide excellent customer service and continual service improvement to the force

Main Responsibilities

To own all ITIL practices and procedures for the force, including but not exclusive to, Change Management, Problem Management, Service Level Management, Asset & Configuration Management & Service Transition Management

To be the manager of the Performance Team, acting as a point of escalation for issues and an expert in the field of ITSM (IT Service Management)

To work closely with Change and Digital Services Leadership, ensuring services are relevant to business requirements and act as the escalation point for Performance team issues

To understand core technical concepts sufficiently to lead / manage conversations with technical teams and make effective ITSM practice decisions based on technical information / recommendation

To ensure that all practice activities and decisions are balanced across multiple factors, with sometimes competing objectives of different practices in order to find the best service outcome in any given situation

To ensure the continual improvement of the ITIL practices through identification of process optimisation opportunities based on operational experience and feedback

To adhere to recognised, proportionate and pragmatic good DS support practice (incident management, problem solving, customer service, etc.)

To be the ITSM tool Product Owner, ensuring it is accurate, available and fit for purpose

To create and present performance reports of Digital Services service activities to senior stakeholders, up to Director level, including but not limited to OLA’s, SLA’s & KPI’s

To provide people leadership to all allocated team members, maximise performance through effective people management, staff development, coaching and mentoring

To create Service Improvement Plans for technical teams as and when required

To undertake other duties commensurate with the nature, level of responsibility and grading of this post, as required

Knowledge

IT (Level 5) professional qualification or equivalent level of knowledge gained through experience in a similar role within an ICT service environment

ITIL foundation certificate in IT Service Management

Significant working knowledge of relevant IT technologies, their use and application

Excellent all-round IT knowledge, including proficiency in the use of e.g. Microsoft packages and service management tools

Excellent understanding of an IT service delivery environment and its priorities

Good understanding of project delivery methodologies, tools and practices (EG PRINCE, Agile etc)

Experience

Significant experience of leading and managing staff in a similarly complex technological environment

Experience of working with technical teams, stakeholders and suppliers to create SLA’s, OLA’s & KPI’s

Experience using IT support tools and systems, including service management applications

Experience of implementing ITIL processes and procedures

Key Skills

A commitment towards delivery quality customer service to internal and external customers

Excellent written and verbal communications skills

Requires a high level of accuracy and attention to detail

Demonstrable flexible approach to work, high level of self-motivation

Ability to quickly absorb and understand the technical aspects of any new IT technologies

Producing technical documentation

Managing a team of ITSM practitioners

Special Conditions

Regular travel throughout Warwickshire.

Participate in the management on-call rota

We want our organisation to be as diverse as the community it serves. We welcome applicants from all sections of the community.

You will be required as part of Warwickshire Police recruitment process to successfully complete vetting and credit checks.

We support the “Happy to talk flexible working” campaign, which aims to encourage uptake of flexible working for individuals, the flexible working options that may be considered for this role include;

Remote Working