Service Manager

3 weeks ago

Leeds, United Kingdom Hays Specialist Recruitment Limited Full time

An out of scope contract opening for a Service Manager with a large public sector client.

Service Manager
Duration: 6 months initially
IR35: OUT of scope
Location: Remote (estimated 1 day on a local site per month - London / York preferred)
Start date: New Year
Our client is looking for a service manager to manage their analytical platform service to users. The role is a DDAT role but does not require any specific knowledge or expertise in specific technologies.
You are required to manage the service provided to users of a Data Analysis platform. Our client is looking to better exploit data through enabling innovative and more efficient analysis and data science. The platform aims to provide access to well-catalogued,easily accessible, robust, and interoperable data that can be quickly used for multiple analyses. It provides the first point of contact triaging, co-ordinating and allocating user support requests amongst the Platform Support Team and managing the workload.

**Responsibilities**:

- you will provide a first point of contact in triaging, co-ordinating and allocating user support requests amongst the Platform Support Team and managing the workload
- ensure support requests are handled efficiently and resolved within a reasonable time period
- ensure effective decision making and triage within the support team
- liaise with users and assist the specialised support team members in clarifying and understanding support requirements when needed
- work closely with user, business, and technical groups to ensure a programme of continuous service improvement is implemented across the Platform
- owns incident and problem-management and IT change management processes
- take responsibility for proactively developing the service as new features become available
- ensure all processes and artefacts supporting user requests and incidents are fit for purpose and are being maintained/operated

Skills and Experience - needed for this role
- leading investigative work into problems and opportunities in existing processes
- leading the collection of information and creation of recommendations for improvements.
- using information and evidence to solve problems and produce solutions.
- analysing current processes, and identifying and implementing opportunities to optimise them.
- leading and developing a team of experts to deliver service improvements.
- evaluate and establish requirements for the implementation of changes by setting policy and standards.
- take accountability for issues that occur and be proactive in searching for potential problems.
- excellent user outcomes for service users.
- see the bigger picture by taking groups of services and investigating how to get the best of underlying services.
- influence stakeholders and manage relationships effectively.
- build long-term strategic relationships to facilitate and deliver business outcomes.
- collaborate with user researchers and can represent users internally.
- explain the difference between user needs and the desires of the user.
- You can prioritise and define approaches to understand user needs, guiding others in doing so.
- You can offer recommendations on the best tools and methods to use.

SERVICE MANAGER, SERVICE MANAGEMENT, OPERATIONS, SERVICE DESK MANAGER, 2ND LINE, 3RD LINE, GOVERNMENT, PUBLIC SECTOR

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