IS Service Management Support Manager
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Boeing Defence UKs desire for growth and innovation in the service sector has resulted in an exciting opportunity for a Service Management Support Manager to join a mature international company responsible for building partnerships with all internal and external stakeholders and being the advocate for Technology Operations. This role is part of an ever growing Common Information Services team to support various programmes of work, and any future business requirements.
This permanent role can be based in Milton Keynes or Bristol and supported by the Head of Service Management who is based in Bristol. This individual will own the overall responsibility for the coordination and support in delivery of Service Management Support. This includes working collaboratively with the other teams within Service Management, the Service Support Centre (24/7/365) and the Service Management Governance Team. BDUK ITSM processes have been matured and are firmly embedded since the SCIS Contract Award 7 years ago, and there is a requirement within the role to continue the success of the current programmes, in keeping the processes sold.
You will be accountable for managing the end to end delivery of our Service Support capability in line with agreed SLAs and KPIs by leading, motivating and driving a team at team of 14 individuals across the following processes; incident management, pro-active problem management, request fulfilment, change management and service transition, release management, service level management and configuration management practises.
This role will have an important bearing in BDUK and partnering is key to the success of the current and future programmes, which must be continued to develop and be maintained. The overall objectives are to ensure the continuity and availability of services in meeting stringent Service Level Agreements and key Performance Indicators across the programmes.
The geographical separation will include regular travelling between 3 X locations, Bristol, Staffordshire and Milton Keynes, to attend Team meetings and workshops relevant to the service management processes.
Leading, motivating, developing and appraising team members
Driving down Service Management ticket volume across the programmes via continuous improvement best practise.
Ensuring adherence to the Service Management Support processes by the capability teams for the programmes that are supported and also the technical teams.
Enhancing the Customer experience and ensuring communication lines are open at all times.
Co-ordinate with Team Leads and monitor workflow to ensure that the daily workload is consistently completed in line with agreed service standards
Ensuring quality and timely communications are sent during Major and High Business Profile
Liaising with internal and external customers, on a wide range of issues, complaints, and requests for information or advice
Continue to build a strong relationship with the Service Management Centre looking for ways to continually improve our customer and end user experience.
Acting as a senior escalation point for key business and IT stakeholders
Ensuring effective Management Information service reporting is produced on a daily, weekly and monthly basis.
Conducting regular Operational Service Reviews with our Customers.
Transforming the Service Management Support function by bringing thought leadership in making the function more agile, automated, customer centric and delivering service excellence.
Work with Project Managers and Service Owners and plan for transitions of new/enhanced services and manage service transitions into live environment.
Interfacing with the Capability Teams to educate them on IT change management and service transition processes and get their buy-in on the value of the ITSM processes
Reviewing service acceptance criteria with service owners/service delivery teams before sign-off
Knowledge and experience of ITSM best practice.
Knowledge and experience of current ITSM toolset.
ITIL V3 Practitioner or above (or working towards)
Project management/ project delivery experience
Working knowledge of Continual Service Improvement
Fully experienced in service management best practices, ideally in a technology services environment
All information provided will be checked and may be verified.
Please apply asap for this role as recruitment may commence before the end date.
Important information regarding this requisition: This requisition is for a locally hired position in the UK. CANDIDATES MUST HAVE CURRENT LEGAL AUTHORIZATION TO WORK IMMEDIATELY IN THE UNITED KINGDOM. BOEING WILL NOT ATTEMPT TO OBTAIN IMMIGRATION AND LABOR SPONSORSHIP FOR ANY APPLICANTS. Benefits and pay are determined at the local level and are not part of Boeing U.S. based payroll.
PLEASE NOTE: The successful candidate will be expected to undergo a SECURITY CHECK/CLEARANCE.