SIAM IT Service Manager

Job description

Job responsibilities

In this role, you are accountable for

Specialist skills

1. Oversee the continuous development, transition and day to day operation of associated ITIL service management processes and governance frameworks, engaging with business colleagues, internal/external suppliers and key stakeholders as necessary.

2. Work within the guiding principles of the ITSM Operating Model and IT Service Lifecycle in line with ITIL v4, re-shaping processes in line with user experience, working with internal and external stakeholders to provide a strong value focused direction.

3. Enabling delivery of IT changes by ensuring risks are properly assessed, impacts known, and approvals sought in order to effectively facilitate changes through the change management practice.

4. Understanding stakeholder needs to inform robust tooling requirements so that delivery of a service can be properly assessed, monitored and managed with end-to-end visibility of service performance.

5. Oversee the implementation of standards and policies, pro-actively identifying and proposing improvements or enhancements to meet changing needs.

6. Proactively engaging in conversations to support the on-going development and maintenance of your own skills and knowledge, including attending relevant Communities of Practice.

7. Working under general direction; planning your own work and that of your team to achieve agreed objectives, seeking information when unclear, and escalating as appropriate, any issues or conflicting priorities which may impact deadlines.

8. Actively participating and contributing to quality assurance reviews of your work through a variety of approaches such as peer review, learning logs, and engaging in appropriate communities.

9. Keeping abreast of new and emerging methodologies and standards to support innovative and creative delivery of business objectives.

10. A clear ability to rationalise complex technical information, you will transform this information, making it understandable for others to digest and work with.

11. Facilitate and foster collaborative approaches, prioritise requirements and optimise resource utilisation, demonstrating a creative and innovative approach and advising on a number of standards, methods, tools and applications, so that the optimum approaches, standards and solutions are delivered to meet organisational objectives.

12. In depth knowledge of the following ITIL practices: Incident, Service Request, Change, Service Level Management and Continual Service Improvement (CSI).Staff

13. Line management of staff within multi-disciplinary teams operating within the NHSBSA disciplinary, absence and work performance policies.

14. Enabling the performance of others, including objectives setting fully aligned to departmental and organisational objectives and goals, and the development and motivation of staff to achieve them.

15. Conducting meaningful appraisals and 1-1s, develop and monitor training and personal development plans, setting performance targets and monitoring progress against agreed quality and performance criteria.

16. Advises individuals on career paths and encourages pro-active development of skills and capabilities.

17. Identify and support opportunities for the team to further develop their skills to meet the changing needs of the business.

18. Undertake and support relevant recruitment and selection in line with organisational processes.

19. Co-ordinates and allocates work to other team members in line with agreed delivery of services.

Financial Management

20. Contribute to and prepare proposals for change including producing necessary estimates, mandates and business cases within the technology department.

Relationship Management

21. Effectively engage and collaborate across multiple disciplines to ensure consistent approaches, methods, standards, and patterns are holistically applied.

22. Identify opportunities, engaging and fostering relationships and partnership working within the organisation, and with third parties, and cross government organisations to identify, influence and deliver value to the organisation;

Information Management

23. Maintaining an awareness of agreed service levels, KPI's and standards within team, reviewing own performance and adapt own approach to maximise the delivery to support and meet agreed standards.

24. Monitoring and reporting on a number of areas including agreed service levels, KPI's and standards within team, generating reports to agreed frequency, methods and processes.

Delivery Management

25. Delivering continuous improvements to enhance own and business areas; co-ordinating and delivery of work across multiple strands such as continuous improvement, project related work, and operational tasks, escalating issues at appropriate times.

26. Preparing and executing plans to enable the delivery and management of projects and programmes undertaken by the team. Providing operational direction in the preparation of plans to deliver systems and service across the organisation.

27. Proactively identify challenges that may affect delivery, providing mitigating actions and a decisive response.

Person Specification

Personal Qualities, Knowledge and Skills

Essential

• The processes of the ITiL v3 framework
• A general and broad knowledge of current issues and advances across all service management disciplines.

Desirable

• Knowledge of the ITIL V4 framework
• A detailed knowledge of SIAM principles, aims and their application.

Experience

Essential

• ITIL based service management
• Experience of working within and across ITiL v3 framework and service value chain, including but not limited to:-
• Incident Management (including Major Incident Management)
• Problem Management
• Knowledge Management
• Service Request Management
• Service Level Management
• Change Management
• Data, Asset & Configuration Management
• Continual Service Improvement (CSI).
• Experience of service management delivery within a recognised IT Service Management operating model
• Leading and managing staff to deliver organisational goals and objectives.
• Engaging and building relationships with a range of internal stakeholders and suppliers, working collaboratively, to support delivery of business outcomes.

Desirable

• Working under the ITIL V4 framework in particular as part of the Service Operation stage of the lifecycle.
• Exposure to ISO27000
• Experience of all Technology management disciplines
• Experience of working with customers and specialist teams to interpret requirements and provision resources to facilitate customer outcomes
• Working with technology experts to understand technical concepts and apply them to enable value for customers
• Experience of using project implementation methodologies

Qualifications

Essential

• Degree calibre with relevant in-depth knowledge of the subject matter
• ITIL v4 Foundation (or prepared to work towards)

Desirable

• Certification in Agile Service Management
• Working towards ITiL V4 Managing Professional accreditation

Employer details

Employer name

NHS Business Services Authority

Address

Hesketh House (Fleetwood) or Stella House (Newcastle)

Goldcrest way, Newburn Riverside

Newcastle Upon Tyne

NE15 8NY

Employer's website

https://careers.nhsbsa.nhs.uk/ (Opens in a new tab)