IT Service Manager (153ne) vacancy in Berkshire ()

Our Client is seeking an experienced IT Services Manager to be accountable to the Group Leader, Service Management to ensure IT engagement with the business/customers supports the overall strategy within IT. Agree document and review levels of delivered services and provide a channel for customer escalations, manage expectations and ensure that the business/customers are fully aware of IT actions.

Key accountabilities
• ‘Own’ customers on behalf of IT Operations
• Production and management of Service Level Agreements
• Production and management of Operating Level Agreements
• Management of customer meetings, User Forums, Operational reviews and Matrix Managers meetings
• Provide escalation point for customers of all levels – ensure resolution of issues and any required communications
• Where necessary, matrix manage specific Company teams in the delivery of services to agreed Service Levels (making ‘it’ happen)
• Pro-actively maintain Company Customer relationships, leading communications, escalation and Performance reporting processes
• Ensure all projects deliver new service with an agreed SLA and all operational handover requirements are met
• Provide high quality representation and develop constructive relationships with IT and business management and, where required, external suppliers
• Ensures customers are aware of the support services available and that support is delivered to agreed service levels
• Champions the function. Markets the services and benefits of IT, maintain a positive public relations profile with customers
• Manage engagement with customers for new services. Ensure that what we deliver is what they actually need
• Ensure that account is taken of any relevant statutory or external regulations, standards and codes of good practice
• Influences and advices on the policy and the long-term strategy and ensures
• Develops budget requests and monitors expenditures according to budget allocations and recommends and initiates cost saving measures
• Support management of support / services from Outsourced services within agreed budgets and service levels
• Support the Chief Information Officer to ensure customer requirements (SRD 1.3) are being satisfied, and work conducted by the Company supports the fulfilment of these requirements and meets contractual obligations
• Ensure that appropriate arrangements are in place to achieve full implementation of compliance with the Company Management System and compliance with legislative requirements
• Ensure that overhead costs are minimised, and that the company optimises costs in the functional areas of the business
• Assuring that the selection, deployment and operation of IT services represent best value for money in delivering process improvement, cost reductions and value enhancement for the business
• Ensure the IT solutions and processes deliver process improvement, cost reductions and value enhancement in the business

Responsibilities
• Ensure compliance and personal accountability
• Ensure safe, secure and clean operations
• Ensure appropriate and timely governance
• Deliver business outputs and exceed expectations
• Develop the right culture, and encourage continuous improvement
• Develop our people and their capability
• Help maximise shareholder benefits
• Support other members of the leadership team in delivering for the Company
• Support the implementation of Mission, Vision and Business Strategy
• Produce and maintain Service Level Agreements (SLA’s) detailing services delivered to Company customers
• Produce and Maintain Operating Level Agreements (OLA’s) detailing the services that underpin SLA’s
• Ensure the delivery of IT services to Company customers to agreed Service Levels
• Report on delivered service to Customers and IT Management
• Ensure customer escalations / complaints / enquiries are dealt with and resolved
• Ensure no reoccurrence through development of effective processes and education for both IT and customers
• Actively Management customer communication
• The safety of all staff within the functional area organisation unit
• Responsibility for the management and development of information and IT Services and personnel. This should include responsibility for security monitoring, auditing and investigation

Qualifications
• Industry Standard Service Delivery qualification (ITIL/COBIT)

Knowledge
• Safety and assurance regulations
• Broad technical knowledge of a number of key technology areas including networking, server operations, desktop operations, systems support, computer security practices, technical and business computing requirements
• Awareness of additional technology areas such as databases, firewalls and security devices, desktop peripherals, et al
• In depth knowledge of IT and Information Security principles and requirements when operating within MoD and UK legislative environments
• A good knowledge of Information Security management standards and procedure
• A working knowledge of cryptographic services, network security, computer security, e-business and associated legislation
• A broad knowledge of general security approaches to Physical Security, Personnel Security, Security Audit, Security Investigation and Incident Response
• Commercial awareness relating to the roles and responsibilities of the company contractual implications

Experience
• Significant experience in IT technical disciplines
• Relevant experience in IT Service Management, preferably in a customer relationship position
• Significant experience in a proactive Operational and Security role in a large commercial company

Skills
• Excellent communicator (written and oral) with sound facilitation skills that can be related to colleagues of all levels including contractors
• Good presentation skills and the ability to operate under pressure
• Investigation and auditing and demonstrable negotiating skills
• Computing skills including MS Office, Telecoms, Network, Desktop and Servers
• Methods and techniques for managing contracts to ensure that contractors adhere to agreed contract requirements

Behaviours
• Support, and be considerate to, members of the team
• Listen to others and give consideration to their views or opinions that would benefit the business and its goals
• Work effectively with others and maintain a positive attitude to inspire and motivate
• Work with suppliers (internal and external), influence and develop teams towards agreed goals
• Create and maintain a culture of zero accidents or incidents relating to occupational and personal safety, security, health issues and environmental matters
• Communicating to all employees and contractors the importance of meeting customer, statutory, regulatory and internal requirements
• Ensuring that company strategies, policies and management system requirements are communicated and understood
• To ensure that adequate assurance procedures are applied to the work undertaken and that the required standards of reliability and safety performance of the constituent systems are achieved
• To ensure that adequate assurance procedures are applied to the work undertaken so that the high standards of safety appropriate to a nuclear licensed site are achieved during the project period and that the required standards of reliability and safety performance of the constituent systems are achieved in the deliverable
• Take an active role in the implementation of the company/local procedures and systems of work to safeguard people, Quality, Security and the environment including compliance with the requirements of current legislation
Because of the nature of the work undertaken at my clients' site, this post is required to meet special nationality rules and therefore are only open to British Citizens. All selected candidates will be required to undergo security clearance. The MoD rules state that in order to have access to this level of information, candidates "must be British as defined in the British Nationality Act 1981"