Head of IT Service Management - Birmingham
hace 4 días
Birmingham
About the job Job summary Discover a career in your hands at HMRC. Whether you're seeking purpose, growth, or a workplace that gives you a true sense of belonging, hear from some of our employees as they share their story about what it's really like to work at HMRC. Visit our YouTube channel to watch the full series and come and discover your potential. CDIO values and empowers the growth of its people and offers the "CDIO University". This is a one stop shop for all things learning and development. The comprehensive offer encompassing academic, personal and career related opportunity and learning, ensuring all receive a consistent approach to technical learning. This includes access to subject matter experts, technical learning, professional communities, academies, apprenticeships, talent schemes as well as providing, delivering, encouraging and supporting activities for personal growth and wellbeing. Job description As Head of IT Service Management, you will be responsible for setting the vision and strategy for service management, ensuring processes are owned and maturing. You will lead a team ensuring adequate resources and capacity and represent the IT service management function at a senior level and act as an escalation point for business stakeholders. Responsibilities You will: • Be responsible for making sure that business relations within the organisation are managed to enable delivery of ICT services., • Lead and direct teams to make sure that service level agreements (SLAs) and operational level agreements (OLAs) are in place with both external and internal teams., • Make sure all contractors carry out processes to ITIL standards., • Management of Live Service contract., • Liaise with all other IT service functions to make sure that services are maintained., • Manage the day-to-day Live Services including incident, risk and problem management, continuous improvement and continuous development., • Plan and schedule the testing and deployment of releases., • Deliver new functionality required by the business while protecting the integrity of existing services., • Demonstrates outstanding communication skills with substantial experience in dealing with internal and external users., • Demonstrates competence in evaluating and assimilating stakeholders' policy and framework., • Has the ability to lead teams of staff successfully, when handling complex or high impact problems., • Has had previous involvement the stages of the development life cycle, including risk management, and service management activities., • Has a broad knowledge and understanding of IT concepts and architectures, coupled with practical knowledge of problem management and the principles and processes of implementing and delivering IT services., • Shows aptitude for analysing and managing problems arising from incidents in the operation of information systems., • Has general awareness of the nature of business-critical incidents, and of their implications for the business., • Is thoroughly familiar with the services and products delivered and the tools, methods, procedures, equipment and software used in the operation and management of the service., • ITIL v4 certification (or willingness to work towards)., • Benton Park View, Newcastle - moving to Pilgrims Quarter, Newcastle, • Managing a Quality Service, • Changing and Improving, • Working Together, • Pension - We make contributions to our colleagues' Alpha pension equal to at least 28.97% of their salary., • Family friendly policies., • Personal support., • A name-blind CV including your job history for the last 3 job roles (250 words per role) and qualifications., • Managing a Quality Service (lead), • Working Together, • Changing and Improving, • UK nationals, • nationals of the Republic of Ireland, • nationals of Commonwealth countries who have the right to work in the UK, • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities with settled or pre-settled status under the European Union Settlement Scheme (EUSS) (opens in a new window), • nationals of the EU, Switzerland, Norway, Iceland or Liechtenstein and family members of those nationalities who have made a valid application for settled or pre-settled status under the European Union Settlement Scheme (EUSS), • individuals with limited leave to remain or indefinite leave to remain who were eligible to apply for EUSS on or before 31 December 2020