Key Accountabilities
*Provide subject matter expertise and leadership in the delivery of Service Management across the University of Bristol IT Services and its supply partners
*Ensure internal and external service teams:
*have a shared understanding of the expectations of IT Services' customers
*are skilled, trained and developed to enable them to deliver high quality service and support following the client's processes and standards
*demonstrate collaboration, service excellence, ownership of customer issues and a culture of continuous improvement
*Ensure operational readiness for all Change including for operational change delivered as part of the IT Service Management (ITSM) Programme
*Ensure operational processes and procedures are well defined, documented, consistently applied across IT Services teams, embedding best practice and maturity across the processes
*Develop and motivate operational teams in order to realise change outcomes and expected benefits
*Ensure underpinning contracts contain the right service level commitments towards support, maintenance and licensing.
*Manage and maintain supplier relationships to ensure service obligations and levels of performance are being met in accordance with contract and agreed SLAs
*To ensure that potential or actual service disruptions are mitigated and resolved as quickly as possible
*Act as escalation point and respond appropriately to alerts and service issues
*Ownership and resolution of service issues through development and implementation of effective corrective plans
*Proactively engage with and lead major incident management when required
*From time to time non-standard hours of work will be required to meet significant operational workload across IT Services e.g. Major Incidents or complex releases into the live environment
*Leadership in alerting, reporting and monitoring of live services
*Report against SLA and KPI's, produce management information with detailed analysis, observations/ insights and recommendations
*Lead and assist with continuous service delivery improvement initiatives including those for customer satisfaction, service performance quality, costs, and risks
*Provide input to operational plans, budgets and forecasts
*Budget management including forecasting and cost / variance management
*Contribute to the department's overall success and assist in other areas of the department where required
*Demonstrate required behaviours in line with expectations of the role
Mandatory Skills
*10 years of Service Delivery Management within complex environments of multiple IT services and supply partners, with multiple constraints and challenges
*Prioritisation and implementation of issue resolution, risk remediation / mitigation and improvement initiatives
*Managed / Overseen Operational Readiness of Major ITSM Programme(s)
*Experience of Service Management toolsets
*ITIL v3 'Expert' certified
Mandatory Business Skills
*Customer Service / Client / Business focused
*Outcome oriented
*Excellent communicator and stakeholder management
*Able to manage conflicting demands
*Excellent team building, motivation and collaboration
LA International Computer Consultants Ltd is an HMG Approved Consultancy and operates as an IT & Engineering Consultancy or as an Employment Business & Agency, depending upon the precise nature of the work, for security cleared jobs or non-clearance vacancies, we welcome applications from all sections of the community and from people with diverse experience and backgrounds.
Award Winning LA International Computer Consultants Ltd (Recruiter Awards for Excellence - Best IT, Best Public Sector & Gold Awards) and the most prestigious award that any business can receive The Queens Award for Enterprise: International Trade 2015.
