Description
A large public sector organisation based in central London has a requirement for a Service Design Manager with experience in HMRC Service management and applied knowledge of its frameworks.
The role will require full involvement in all aspects of Project Delivery acting as a facilitator and using the resources available, Strong Service Management, Commercial and 3rd Party Management skills.
Responsibilities will include:
- Managing relationships with HMRC and IMS, minimise escalations, understand business priorities and delivering effective communication.
- Change Management, Release Management, Incident Management, Problem Management, and Knowledge Management.
- Documenting application development and delivery environments and promote the use of CI/CD practices
- Ensuring the ITSM model supports the DevOps transformation and the migration to public cloud service providers
- Promoting service ownership by establishing a service taxonomy, a Service Level Management process, the Service Catalog, and a Service Portfolio Management process.
- Integrating and supporting world-class 24x7x365 systems availability and performance through effective Incident, Release and Service Level Management processes, clear executive communications, and service recovery activities.
- Championing architectural best practices and provide process guidance to IT teams on the design and planning of our application delivery infrastructure.
- Supporting reviews of Incident and Problem data for trends and recurrence of issues, finding opportunities to reduce the frequency and eliminate service impacting events.
- Supporting the implementation of service management and reporting tools, including the analysis and administration of SLM tools to understand key performance indicators for service delivery.
Key Requirements:
- Strong experience or understanding of the ITIL service management disciplines within the context of service development and service operations
- Strong analytical and problem-solving skills; ability to develop hypotheses, frame problems, and generate relevant insights based on supporting data
- Experience implementing cross-functional process improvements and delivering excellent results
- Experience with the DevOps model and Agile methodologies
- Strong technology experience in using and administering ServiceNow.
- Strong experience with the Microsoft Office suite, including the ability to build and maintain business reports and plans.
- Experience with Confluence, JIRA, and Bamboo/Jenkins.
- Strong understanding of business objectives, drivers and principles, and how they relate to technology solutions