Digital Service Operations Lead

3 weeks ago

Altrincham, Trafford, United Kingdom Informed Solutions Full time
About the Role

We are seeking a highly skilled and experienced Service Delivery Manager to join our team at Informed Solutions. As a Service Delivery Manager, you will be responsible for overseeing the day-to-day operation, management, support, and continuous improvement of national and business critical live operational digital services.

Key Responsibilities
  • Coordinate the response to incidents, problems, and exceptions, escalating to Lead Service Delivery Managers as required.
  • Ensure root cause analysis on incidents and corrective action is taken to prevent recurrence.
  • Work with Delivery Managers to define, plan, and transition service improvements and technical changes into live service.
  • Monitor service health to proactively identify and resolve issues.
  • Track and report on Service Level Agreements, Key Performance Indicators, and service metrics to identify trends and areas for improvement.
  • Create Service Highlights Reports and lead Service Reviews with clients.
  • Build effective working relationships and always act in a confident, transparent, collaborative, and commercially aware way.
  • Monitor the application of the methods and requirements of the Live Service Operations 'Well-Assured' Framework.
  • Maintain accurate and up-to-date documentation for all operational processes and procedures.
  • Support practitioners in a calm, clear, collaborative, and hands-on approach that enables them to maximise overall quality and velocity.
  • Provide an excellent client experience and satisfaction while meeting Service Level Agreements, Key Performance Indicators, and delivering contractual obligations to a high standard.
  • Play a key role in the ongoing development of the Live Service Operations discipline within Informed Solutions, driving innovation, best practice adoption, and pro-actively contributing to Communities of Practice (CoP).
Requirements
  • Experience of supporting business critical digital services, systems and/or infrastructure, with responsibility for ensuring that Service Level Agreements, Key Performance Indicators, and contractual obligations are met.
  • Experience of supporting digital services that integrate multiple organisations and systems. Experience of the Government Digital Service (GDS) Standard is preferred.
  • Experience of working with multi-disciplined teams comprising software developers, testers, Infrastructure Engineers, and IT operations staff in a DevOps and SRE environment.
  • Outstanding verbal and written communication skills with the ability to express opportunities in simple terms to stakeholders of varying levels of seniority.
  • Strong willingness to share knowledge and coach more junior team members.
  • Strong understanding of continuous service improvement using Agile methodologies (Scrum etc).
  • A willingness to travel and work onsite if required.
  • A 2:1 degree or above in an IT, Computer Science, or Business Information Systems discipline.
  • Able to work under pressure and to short deadlines with a clear sense of priority within a fast-paced and agile environment.
  • Excellent work planning capabilities and time management skills.
  • Ability to balance conflicting deadlines and priorities.
  • A meticulous attention to detail.
  • Punctuality, reliability, and a clear commitment to your role.
Benefits
  • InformedACADEMY – We offer excellent career development opportunities through our award-winning personal and professional development programmes, including support with professional certifications.
  • Industry leading health and wellbeing plan – We partner with several wellbeing support functions to cater to each individuals need, including 24/7 GP services, mental health support and physical health support.
  • Hybrid working*
  • Private Health Care Cover*
  • Generous life assurance cover*
  • Gym Membership*
  • Weekly office lunch
  • Onsite massage sessions
  • 25 paid working days holiday per year plus bank holidays*
  • Sabbatical Leave Scheme*
  • Enhanced Maternity Leave and Pay*
  • Enhanced Paternity Leave and Pay*
  • Company Pension Contribution
  • Profit Share Scheme
  • Payment of professional subscriptions
  • Generous referral scheme with no limits on the number of referrals
  • *Qualifying period applies

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