Business Service Manager
4 weeks ago
ob Title Business Services Manager
Location Glasgow
Salary from £62,400, up to 20% bonus, family health cover and car allowance + standby allowance.
Flexible Working Pattern
Help us create a better future, quicker
Working as part of the UK Service Delivery and Operations team, the role is responsible for overseeing and managing the delivery of IT Services to our customers and stakeholders across ScottishPower to ensure they are available, secure, compliant, and operating within agreed service levels and risk acceptance.
In terms of Key remits, the role has a number:
Take a data driven approach to management of the service through proactive review of SLA's, KPI's and OLA's translating them into Service Reporting aligned with business priorities ensuring a focus on trend analysis. Using data insights to support continuous improvement and feed into future investment decisions. Lead business communications in relation to critical and major incidents, establish business impact, prioritisation of services for restoration and coordination of updates on progress. Work alongside the Operations Manager to ensure a collaborative approach for Management of critical and major incidents. Proactive management of Critical Services with regular review to ensure it is reflective of business-critical processes. Lead operational integration of new IT services within and in accordance with the agreed Support model to ensure successful transition to the operation. Proactively explore tools, processes and procedures that can enhance our services ensuring they are driving value add for our customers whilst supporting an agile approach enabling the team to adapt to changes in demand. Understanding user feedback and analysing data about the way our users interact with the IT service catalog and content. Utilising insights to shape future content changes, additions and deletions are required to improve user experience. Post holder is expected to undertake standby cover outside normal office hours.
What you'll be doing
You will oversee delivery of IT services, through management and where necessary definition of SLA's, KPI's and OLA's based on cost-benefit and risk management criteria. Also assure the IT services delivery to business areas, with the quality levels defined.
You'll be responsible for Service conformance in accordance with ITIL best practice and Group Global standards for Service Desk operation, Request Management, Change Management, Incident Management, Configuration Management, Problem management and Service Reporting.
Establish and assure the required acceptance criteria for new Services, changes and anything that could have an impact on availability, performance, capacity or the continuity in order to guarantee that Services are provided according to the agreed conditions.
Support project delivery of the agreed UK elements of the Group' PDS Programme as defined in Group Operating Plan.
You will manage a team of service leads and analysts.
Further tasks include, but not limited to:
Chair Incident Management and Problem Management review forums. Conduct Service Reviews with Key 3rd party Suppliers and internal stakeholders. Promote an ethic of service improvement with 3rd Party Support suppliers. Significant influencing responsibilities across Digital Transformation, with senior members of Centres of Excellence up to and including Exec level. Establish and maintain a network of relationships with Digital Transformation and Centres of Excellence at a senior level and key business stakeholders.-
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