Service Management Lead

3 months ago

Salford, United Kingdom British Red Cross Full time

**Job Title: Service Management Lead**
**Job Location: UK Flexible Location**
**Salary**:up to £55,157, depending on experience,** based on 35 hours per week, hybrid home and office.**
**Contract Type: Permanent**

We are looking for a Service Management Lead to manage the operational delivery of technology services at the British Red Cross.

Could you be responsible for planning and delivering new services or process into operational teams, as well as supporting existing services?

You will be responsible for a specific group of services, ensuring that those services meet the customer needs, and that Service Delivery Squads are appropriately trained to effectively support them.

**A day in the life of a **Service Management Lead** will involve**:

- Act as a delegate Squad Leader in their absence.
- Provide leadership, or guidance across production services, with clear communication to stakeholders. Identify and support the people who are resolving the issue.
- Contribute to the development of operations process and policies for IT services.
- Communicate to colleagues how activities meet operational goals.
- Identify and engage with customers and conduct user research to understand customer needs.
- Distinguish between customer needs and desires. Guide others in prioritising and defining approaches to understanding customer tracked through continual improvement.
- Develop a strong knowledge of groups of services and take responsibility for investigating how to get the best of underlying services.
- Provide cross training for Service Delivery colleagues in BRC tools, systems, processes, and services.
- Escalate issues appropriately within the squad, Senior Service Delivery Manager or to outsourced service provider.
- Analyse current processes and identify and implement opportunities to optimise them. Work with colleagues in Platforms and Operations roles to resolve issues or recommend solutions. Lead and support others in delivering service improvements.
- Lead investigative work into problems across the eco-system and processes. Lead the collection of information and creation of recommendations for improvements

**To be a successful **Service Management Lead**, you’ll need**:

- Foster relations across cross teams
- Demonstrated ability to assess user needs and deliver continuous improvement of end-user services.
- Ability to communicate clearly and concisely, both orally and in writing
- Awareness of authentication technologies, such as Microsoft Active Directory, Microsoft Azure Active Directory, Microsoft Authenticator (SSO/MFA).
- Ability to create technical documentation and user guidance materials
- Developing policies, standards, and procedures relating to end-user computing technologies and services.
- Deploying and maintaining secure configurations and controls to protect against malicious activities, including malicious software, to provide protection from advanced persistent threats.
- Experience working in an enterprise technology environment
- Experience producing reports on service status and uptime

**In return for your dedication and expertise, you’ll get**:

- Holidays: 36 days annual leave (including bank holidays) + option to buy 5 extra days.
- Pension scheme: Up to 6% contributory pension.
- Flexible working: We do our best to accommodate your preferred work style.
- Learning & Development: Wide range of career opportunities + comprehensive learning.
- Discounts: Access to Blue Light Discount Card and employee benefits platform.
- Wellbeing Assistance: Access to mental health and wellbeing assistance.
- Team Working: Champion our mission in a collaborative team.
- Cycle2Work: Lease a bicycle through the scheme.
- Season ticket loan: Interest-free loan for commuting expenses.

At The British Red Cross, we pride ourselves on our diverse workforce, and ensuring we have an inclusive environment for all our staff and volunteers. We remain dedicated to ensuring our teams can bring their true selves to work without risk or fear of discrimination. We do this through regular data reporting, and the assistance of our internal Race and Equality Network (REEN), LGBT+ Network, our Disability and Wellness Network (DAWN), Gender Network, Carers Network and Youth Network.

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