Description
Security Cleared Service Manager - Contract (INSIDE IR35) - 6 months - London/Remote
We are looking for a Security Cleared Service Manager to join a major programme to manage a SharePoint implementation. You will be tasked with managing multiple stakeholders both business and technical. The solutions you will be managing are a major business critical piece of work which will allow departments to access secure video conferencing facilities and document management/storage
Key responsibilities:-
- Manage contract for assigned service suppliers and ensure service is delivered in line with the agreed contract
- Have accountability of adherence to agreed SLAs/OLAs, processes and procedures for assigned service and contracts
- Follow incident management processes, in line with industry best practice, ensuring response to SLAs through effective investigation and resolution.
- Be responsible for quality Products and Services that meet the needs of the business
- Inform and advise on defining and designing the support model which includes policies, processes, people and technology in alignment with service management process and policies
- Lead the collaborative, dynamic planning process - prioritising the work that needs to be done against the capacity and capability of the team.
- Follow the process, provide assistance to service continuity planning and support. Identify the information and systems that support critical business processes, integrity and confidentiality and the coordinate plans, design, testing and maintenance procedures and contingency plans to address exposures and maintain agreed levels of continuity.
- Take ownership of the processes and procedures involved in reactively and proactively resolving technical problems, ensuring that technical solutions continue to meet business requirements. Be responsible for continuous service delivery, developing and delivering all the changes and improvements necessary to provide effective services for users.
Key skills:-
- Managing third party suppliers, working to an agreed service level agreement and escalating where appropriate. Attending or chairing regular service review meetings and holding the supplier to account for the service supplied.
- Investigating problems, understanding impact of technical changes and opportunities in existing processes and contributes to recommending both tactical and strategic solutions to these. Works with stakeholders to identify objectives and potential benefits available.
- Good understanding of service management framework. ITIL 4 foundation qualification or equivalent.
- Experience working in AGILE Service Management
- Identifying key users, stakeholders and relationships and works with teams to build these. Understands how to work with stakeholders and contributes to improving these relationships.
- Service Focus - Sees the bigger picture by taking groups of services, investigating how to get the best of underlying services.
- Service Reporting - Produces the relevant reports to senior managers in a standard format in an agreed timeframe, providing supporting evidence if needed. Works with key stakeholders to discuss any changes or improvements in the reporting processes. Able to add a commentary that provides an interpretation for the data set.
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Damia Group is acting as an Employment Business in relation to this vacancy.