Job Description

You will contribute to the work for the us as an IT Service Manager, identifying emerging issues, ensuring a high degree of technical service support and providing an excellent customer experience. You will work collaboratively with Defence Digital colleagues, including the IT Service Centre and third-party suppliers.
You will be responsible for improving and maintaining our products and services and use your experience in service management to prepare, manage and coordinate service transition activities. You will deliver transparently and responsibly, at pace and with agility, to support tactical and strategic outcomes.

Ensure excellent operational customer service, customer service interaction, operational service support processes and reporting by:

• Delivering a range of service management activities, like queue management for incidents resolution and service requests and responding to queries, addressing all aspects of the Products and Services.
• Effective management of incidents and service requests and being responsible for making sure they are cleared on time, supporting resolution or escalation where appropriate.
• Ensure effective management of Problems through monitoring of patterns and trends and understanding business impacts. Engaging with engineering support teams, where necessary, supporting analysis to identify appropriate prioritization.
• Ensure effective management of Knowledge, both for end users and level 1 support teams, so that the right decisions are made at the right time, throughout the lifecycle of a request or an incident.
• To facilitate the continual service improvement (CSI) of procedures, metrics, policies, and documentation.
• Supporting the development of our IT Service Management (ITSM) strategy and design.
• Managing the delivery of our ITSM support services and resources to meet or exceed service or operational level targets or agreements and key targets.
• Providing overall co-ordination and planning for acceptance into service of new and existing business and technical services as required.
• Monitoring support contracts, as appropriate, ensuring suppliers meet the needs of the business and their contractual commitments.
• Establishing, measuring and reporting on targets related to the operational support services, processes, and delivery.
• Qualified in ITIL 4 would be desirable.
• This position will have Line Management responsibility of staff.

Behaviors

We'll assess you against these behaviors during the selection process:

• Leadership
• Changing and Improving
• Communicating and Influencing

Benefits

• Learning and development tailored to your role
• An environment with flexible working options
• A culture encouraging inclusion and diversity
• A Civil Service pension
• Family Friendly – Maternity, Paternity and Adoption Leave.
• 5 days per year Learning & Development
• In year rewards and ‘thank you’ schemes.
• Flexible working.
• Generous leave allocations.
• Please see Benefits Leaflet for more detail

Required Knowledge, Skills, and Abilities