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Lead Service Manager

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Lead Service Manager – IT Service Management, Continual Service Improvement, CSI, ITIL, IT Relationship Management, Lead Client Delivery Manager, ITSM


Permanent – Salary £53,887 - £62,239 plus an enhanced pension and benefits

My client are a high level government organisation who manage the IT services for immigration, passports, drugs and crime policy, counter-extremism and counter-terrorism and works to ensure visible, responsive and accountable policing in the UK.

This role sits within their live services team who are undergoing an exciting large IT transformation programme.

Responsibilities and accountabilities

The job holder will be assigned to a particular business area of the organisation, and has specific responsibility to:

  • Lead and manage assigned portfolio team according to HO policy, process and values, communicating the organisational vision and the strategic goals to own team and assigned business unit and ensure alignment of service delivery to the corporate and IT strategy.
  • Lead sensitive, complex, high value, high risk technical services (this may include IaaS/Hosting and underlying technical capabilities that underpin the service e.g. hosting, SAN, NAS, Data Centres, Active Directory, Exchange and central IT applications/tooling that provide core capability across all Portfolio services).
  • Responsible for and ensure an effective integration role is provided and two way communication between customers and the IT suppliers and represents the user estate on change, incidents etc. (acting as the customer’s proxy in service operations). The LSM will communicate or ensure communications go to IT contacts across the customer base on operational matters (e.g. upgrades and outages). This will be in addition to service communications delivered on IT portals and via the Service Desk.
  • Ensure that the customer receives the highest level of service from the Service Management Team and managed suppliers.
  • Identify, manage and escalate service risks in accordance with HO policy and process.
  • Produce budgetary / financial plans and forecasts in line with business planning cycles and ensure IT charges and billing are accurate and truly reflect the services delivered.

Essential Criteria

  • Strong experience of managing service delivery, balancing workload demands whilst ensuring service obligations, performance standards, timescales are met in a value for money manner
  • Experience working in a SIAM model.
  • Demonstrable ability of acting as an escalation and resolution point for major service related matters, negotiating and managing conflict as necessary with suppliers, stakeholders and customers
  • Proven experience of Designing, co-ordinating and leading appropriate liaison and review meetings with customers, suppliers and internal parties to review performance, address issues and plan future service developments
  • Experience of initiating and promoting supplier relationships managed in line with changing business needs
  • A good awareness of operating in a Continuous Service Improvement environment
  • Solid risk identification and management experience
  • Proven ability to act as a role model for more junior members of staff

Desirable Experience

  • ITIL Certification is highly desirable up to Expert level
  • Some financial management experience is desirable
  • Experience of ensuring that the transition of applications and services from programmes and projects into a live service estate are managed
  • Experience of managing resource and capability capacity to meet current and future business demand

If this opportunity sounds of interest, please click “apply” or contact James Spence-Evans at Experis for further information.

Job reference:
Immediate start
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Contact Details

Telephone Number 0161 924 3929

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