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External Services Manager

3 months ago

Birmingham, United Kingdom Department for Transport Full time
As External Services Manager (Digital Workplace) within the Digital Services Team. You will lead and provide support for one or more IT services or products and provide a significant contribution to the delivery of end-to-end digital services by ensuring that all processes are carried out to ITIL standards, that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams, and by liaising with all other IT service functions to make sure that services are maintained

A key focus of the role will be to manage transition of new products and services into Live service

This is a people centred role and will typically suit individuals with good interpersonal skills

You will be actively involved with the Senior Service Manager (Digital Workplace) and have the chance to create positive working relationships across the Department for Transport’s Digital Service

* Management of the day-to-day delivery of, and provision of support (including technical support & Incident management) for, one or more products or services in their area of responsibility

* Supporting the Senior Service Manager Digital Workplace in the delivery of end-to-end digital services by means of cross-team coordination, collaboration and flexibility, avoiding technical silos

* Acting as Transition Manager to one or more Projects to ensure smooth transition of new products and services into live, assuring Transition documentation and final certification are complete and ready for go-live

* Managing relationships with digital, data and technology internal and external suppliers in their own area of responsibility

* Providing input to the business continuity and disaster recovery plans in the context of the products and services in their area

* Continuously building and developing the required skills and capabilities of people within their own area

Person specification

As the ideal candidate you will have experience of IT service management across the service lifecycle (end-to-end), with demonstrable experience working with ITIL principles

You will have good communication and organisational skills both verbally and in writing where you can adapt your delivery to suit a wide variety of audiences

You are someone who can gain rapport quickly and build effective working relationships

You'll be a dedicated and confident self-starter who looks to have real impact with the team

You will have experience of:

* Experience of Managing an ITSM environment and an understanding of ITSM tools and their use in an ITIL environment

* Ability to understand service from a customer point of view

* Proactive and able to work in a fast-paced environment

* Contributing to the development of documented and automated process, ensuring that the customer experience is prioritised

* Strong interpersonal skills and the ability to build effective relationships with colleagues and stakeholders across the organisation

This vacancy closes 23:55 on Sunday 8th September

This is a Fixed Term Appointment vacancy for 18 months

To apply you will need to submit an application via the Civil Service Jobs website

For more information and to apply, visit the Civil Service Jobs website: (url removed)