Service Management Lead
Government Recruitment Service Birmingham
DDaT is embarking on a significant programme of governance and assurance improvement across our technical estates. This role sits at the heart of these initiatives and will have responsibility for implementing an already advanced Technical Services Improvement Plan, but also for assessing those plans and evolving them where appropriate, using either ITIL aligned processes or similar best practice methodologies.
It will involve ensuring accurate documentation, managing stakeholders who want different, sometimes conflicting outcomes from the same process, and engaging across DDaT and wider DBT.
About you
You'll be proactive but thoughtful, well versed in the challenges you will face when leading the Technology Service Management team. You will manage technical and non-technical stakeholders respectfully but firmly and be able to see complicated tasks through to completion.You will be quality and outcome focused, able to understand when to gather more information and when to act and pride yourself in making considered decisions.
Main responsibilities
You will:
- Lead on the creation and implementation of a Service Management Operating model and Continuous Improvement Plan, focused initially on the Cirrus MOU and End to End EUC support model. This will include identifying and developing improvements to the plan itself based on your own experience of best practice, and defining and evolving assurance based on the ITIL v4 framework
- Fully document relevant practices and ensure they are agreed to by all relevant stakeholders. You will need to be able to manage active and reactive conversations, know when to escalate, and know when to act
- Be a senior Subject Matter Expert in a team of Service Management professionals identifying problems in the team and ensuring you give constructive and adaptive feedback with the aim of achieving successful outcomes
- Engage with Third Party providers where appropriate to ensure plans are seen through to completion
- Proactively support the wider rollout of ITIL Service Management practices in our DDaT enterprise, being able to assure standards
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