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Service Manager
  • United Kingdom - Lancashire - Blackpool -
2 years ago
Manager
Permanent,Full-time
Job Description

As you'd expect you'll manage incidents and problems, as well as building productive relationships with stakeholders.

You'll define and manage SLAs and OLAs and keep us on track to hit performance targets. You will drive analysis and resolution of complex issues, pulling in the right support from our expert digital community.

And you'll do all this at scale, in a unique context in an organisation driven by an extraordinary purpose.

This role sits in a Service Management Team who are responsible for HR, Finance & Accounting Systems and Services. This includes Enterprise Resource Planning (ERP) solutions, currently Oracle E-Business Suite and a range of bespoke HR & Finance Systems and services.

Although you'll support the needs of all DWP employees there is a specific need to interact and work closely with Finance & HR Professionals from DWP Corporate areas.

You'll need a good understanding of technologies used within these specialist functions, and an understanding of the security considerations associated with this area.

You will have line management responsibilities so experience of setting objectives, managing development of others and acting as a point of escalation is useful.


Required Knowledge, Skills, and Abilities
Knowledge of a service management framework (e.g. ITIL). Demonstrable experience of independently supporting and maintaining products. Incident Management: Experience in leading the investigation and resolution of incidents. Problem Management: You ensure that the right actions are taken to investigate, resolve and anticipate problems. Able to troubleshoot and identify problems across different technology capabilities. Customer Service Management: Maintain a high level of customer service. Has the confidence to deal with complex complaints and uses empathy to satisfy customer demands. Business Analysis: Responsible for investigative work into problems and opportunities in existing and new services. Analyses large amounts of complex information and uses it to produce solutions.

Reference no: 27573

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