Description
Description
A key role within the Content & Data Technologies organization, responsible for the overall delivery of all operations and associated infrastructure within their assigned portfolio. The Service Manager is responsible for the quality of delivery of the operational services in their portfolio. This covers the ownership of the in-life service and guardianship of any changes introduced to their portfolio, including knowledge of cost of ownership.
The role requires a degree of flexibility and collaborative working within Technology and across the business, as well as working closely with their portfolio hosting providers (ie RETS, Amazon and other third parties) to deliver the quality and reliability of the end-to-end operational services. This role ensures that their assigned portfolio delivers value to its customers from its service delivery.
The successful candidate in this role should expect to periodically be available during non-standard working hours and may encounter some travel (up to 20% of their time) dependent on the portfolio.
- Contribute as part of the Content & Data Technologies team to the delivery of the overall technology service strategy.
- Work closely with the relevant business areas to deliver life cycle and capacity plans for the organisation's production environment for their portfolio, including supportability, bandwidth, capacity and security.
- Stay abreast of industry advances to support the delivery of strategic plans and proposals to allow exploit technology advances in order to drive revenue, reduce cost or reduce risk.
- Responsible for all production solutions in their portfolio, ensuring they are: operational (meet agreed tiered hosting commitments), have clear documentation, have the necessary data setup in Service Management systems (eg Service Now) and adhere to agreed standards.
- Responsible for the security and compliance of the production environment of their portfolio and for audit action implementation.
- Responsible for establishing and maintaining the support levels of the service through partnership with RETS and other third parties, to ensure all solutions are proactively monitored, reported on, and that support can be provided to the agreed service requirements, which can be up to 24 x 7.
- Responsible for the effective and timely resolution of all production incident and problem activities across the infrastructure and application technology stack for their assigned services.
- Responsible for establishing and maintaining Disaster Recovery plans for their respective services.
- Responsible for all service reporting & communications, ensuring service stakeholders are kept informed of issues and updated on progress through to resolution.
- Responsible for ensuring that critical system fixes can be developed and released quickly, efficiently and safely.
- Responsible for management of service/application level risks for their assigned services.
- Provide data for annual budget and operational plan for the Content & Data Technologies organization, including full Elsevier RETS recharges.
- Participate in a culture of continuous improvement, driving Elsevier Technology and its partners to provide efficient, high quality and cost effective solution development and service delivery. This should support an iterative and agile development methodology and a dynamic business.
- Actively implement best practice throughout their portfolio to ensure the quality of all deliverables.
Education:
- Significant IT experience (5+ years of relevant work experience) with previous experience managing operations and infrastructure in a globally distributed and/or outsourced environment
- Highly service focused with experience of working within a large distributed data centre operating both web and corporate solutions.
- Strong commercial understanding and focus, with experience of managing budgets.
- Experience managing 3rd party suppliers.
- Experience working at all levels within an organisation up to Senior Management level.
- Degree in IT or Business equivalent