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Digital Service Operations Lead
2 months ago
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).
- 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.
- 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
