PURPOSE OF THE ROLE:
The role holder is accountable for managing service delivery of a medium complexity contract into one or more customer accounts. The customer relationships will typically be at senior management level within the customer(s) & include resource management, cost control & achievement of productivity improvements. The role holder will manage all technical aspects of service delivery, focusing heavily on delivering technical solutions. The service manager should be experienced in the design and deployment of infrastructure technologies and be adept at applying a firm service management controls (ITIL based) to it: managing the collaboration with the technical delivery teams, the Client and third party service providers.
KEY RESPONSIBILITIES
- Manages service delivery to customer(s) in order to deliver contracted service commitments & continual service improvements (typically to senior management level).
- Successful execution of multiple services contracts independently to time and budget, meeting customers’ requirements
- Management of service delivery includes technical service delivery through engagement with engineers of all disciplines, and managers of technical teams.
- Actively owns service risks, controls service costs & improve productivity of medium complexity contracts for customers & Agilisys in order to increase profitability (Agilisys) & continually improve cost effectiveness (Agilisys & customer).
- In conjunction with the customer (typically senior management level) stimulates & defines requirements for new service as part of an IT Service Strategy. Ensures such services are professionally introduced & accepted.
- Works with technical delivery teams to ensure Service Levels are met, and best practices are developed to improve service levels.
- Proactively manages capability units & other suppliers in a service partnership as one service team' to senior level customers.
- Contributes to the continual improvement of Service Delivery standards & practices for the customer contract & community.
- Manages, motivates & develops a team of team leaders & technical service staff directly and/or indirectly in provide direction, ensure the team achieve their objectives & to constantly improve quality & interworking.
PERSON SPECIFICATION
Knowledge/Skills
- 5 year + experience of leading & managing teams, preferably within a service Delivery environment but not necessary.
- Demonstrates significant competency in managing & progressing teams of team leaders & technical staff.
- Demonstrates a breadth & depth in knowledge of Service Delivery Management Standards & practices.
- Previous experience in an Infrastructure Project Manager or Technical Services Manager role would be beneficial.
- Service Delivery expertise
- Technical design / Consultancy
- Understanding Client Operations
- Contract Adherence
- Monitoring and Reporting
- Financial Management of Projects & Services
- Preparing Bids & Tenders
- Offer Definition & Value Propositions
- Risk Management
- Good knowledge of IT Change Management
- Knowledge of Trend and Capacity modeling within enterprise infrastructures
- High level of technical competence in the latest virtualization techniques in both server and networking leading to improvements in the delivery and refresh of legacy services.
- Good understanding of Information Security principles and procedures, e.g. BS7799, ISO27001.
- Understanding of application lifecycles
- Understanding of UK Data Centre offerings. Experience of data centre migrations would be beneficial.
- Understanding pf Application Development and / or System Integration methodologies and practices would be beneficial.
Qualifications
- Minimum of Prince2 Foundation, preferably Prince2 Practitioner
- Typically ISEB Accreditation in Service Management
Behavioural Competencies
- Putting the Customer First
- Delivering Commercial Results
- Thinking Strategically Achieving Together
- Winning with Energy Leveraging Expertise
- Changing and & Improving
- Learning &Growing
LOCATION: LONDON, HAMMERSMITH
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