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Head of Service, Service Management

National Audit Office
Job LocationCentral London
EducationNot Mentioned
Salary£47,000 - £58,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypeContract, full-time

Job Description

1 year fixed term contract Main purpose of the roleThe role is one of seven Heads of Service reporting in to the Head of IT within Digital Services (DS). The postholder has overall responsibility for all Service Management elements within Digital Services, excluding commercial and financial management. They operate closely with the other Heads of Service to ensure that all services provided by Digital Services remain effective and appropriate, meeting the needs of all NAO staff. The specific responsibilities of the role include: · Ensuring that the NAO has an effective, operational digital support capability, which meets the needs of all NAO staff and operates 24x7 · Managing the communication channels and the overall relationship between Digital Services and it’s customers · Ensuring SLAs are met and all IT Service management processes, OLAs and Underpinning Contracts are tailored to meet service level targets. Continuously monitoring breaches of SLA targets are highlighted, investigated and appropriate actions are taken to prevent reoccurring. · Wider responsibility for: o Digital Learning o Digital Communications o Business Engagement o Service Reporting and Analytics o Problem Management o Asset and Configuration Management o Telecoms ManagementResponsibilitiesThe Head of IT has personal ownership of the operations, cloud computing, continuous digital improvement & development functions for the NAO. The NAO will complete transition to full cloud computing by 2021. A key component of this journey will be to have a revised digital operating model, optimised for the; provision, governance, management and delivery of refactored cloud services. A revised operating model will comprise a new cloud-focused operations capability within Digital Services. In addition to identifying a new way of operating, existing services and targets must continue to be delivered. Responsibilities include:

  • A new strategy & Reporting to: Head of IT Key Stakeholders include: All Service Owners, Digital Services customer representatives, Engagement & Change / Knowledge and Learning & Development teams Key components of the role include: · Service Desk/Deskside Support Contract Management/Service Transition o Contributing to overall service requirements and evaluating the responses to the Service Desk tender o Responsible for managing the transition of the new Service Desk support contract to the new supplier. · Stakeholder Management o Collaborating with team members to engage with NAO stakeholders from all parts of the organisation to report on performance and identify improvements to existing services and opportunities to develop future ones. o Ownership and maintenance of the service Management operational manual (business) - Ensuring critical or timely events in the business (peak audit) are documented. · Internal/External relationships: Internal o Direct engagement with NAO customers throughout organisation. Collaborative working relationship with other Digital Service team members through BAU activities or Project related work. o Working with change delivery teams to define [and deliver the DS component of] the associated support/BAU model which will underpin the operational state of new digital initiatives. External Regular interaction with external parties in a variety contexts; customer, sales, technical and management, including: o Service Desk/Deskside Support partner (Key) They will work closely with the 3rd party supplier site lead to ensure that on-site’ support personnel are effectively managed and skilled/developed as appropriate. o Suppliers of services, in particular the Maintenance contracts Continual Service Improvement Programme o The management of the continuous improvement and development of Service Management operational models, staff, processes and functions to ensure operations best practice in the delivery, support and maintenance services to meet NAOs requirements both now and in the future. o Own and manage a SIP to implement improvement opportunities identified, whether internally within Digital Services or externally with support partner and to track benefits. Service Operations/Service Design Process Ownership and Maintenance As lead of the service management team, accountability and oversight for developing and improving key Service Operation processes supporting the relevant service/process owners with the following key services; Service Desk, Event Mgt, Asset Life Cycle Mgt, IT Policy and Compliancy, Configuration (SACM), Personal Reporting and Dashboard, Service Reporting and Dashboard, SLA/SLM, Release and Deployment Mgt, Request Fulfillment, Knowledge Mgt, SIAM, Process Mgt, Problem and Incident Mgt and Change Mgt. The postholder will be required, from time to time, to travel to the NAO’s Newcastle office to act as an ambassador for Digital Services - ensuring that digital initiatives are effectively supported and received by teams outside of the London office.transformation roadmap for NAO digital operations
  • Determining and managing outsourced elements of IT service management
  • Infrastructure and cloud platform management - ensuring on-premises, hybrid and cloud workloads remain operational
  • Leading operations, data and digital PMO teams
  • Deputising for the Director, Digital Services.
    • Key competencies· Experienced practitioner of ITIL best practices with an excellent understanding of ITIL methodologies and managing in an ITIL environment · Minimum of ITIL v3 foundation level accredited. · Experience of leading an IT Service Management teamYou must be a UK, Commonwealth, EEA or Swiss national to comply with Civil Service nationality rules and must hold a valid work permit. We are not able to sponsor work visas.To apply candidates should provide an up to date CV and a brief covering letter outlining your motivation and suitability for the role.The application deadline is 3 May 2020, 11:55pm Required skills
  • Service Management
  • Stakeholder Engagement
  • Problem Management
  • Service Reporting & Analytics

    • Keyskills :
    Service Management Stakeholder Engagement Problem Management Service Repting Analytics

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