IT Service Introduction Manager

Job Purpose

SERVICE TRANSITION

• The role will be responsible for ensuring the successful transition of services from project phase to normal operational support. It will lead a standard approach for new/amended applications or infrastructure moving from project phase to acceptance by the Service Support Teams and will sign off that support requirements have been met.
• Work closely with Service Delivery Manager and Service Management colleagues to ensure there is clarity around operational acceptance requirements for Service Support Teams, owning and refining the support checklists that will form part of the service transition process.
• Ensure that services being handed over into operations have the necessary artefacts (KB articles, CI entries in the CMDB) produced to enable them to be supported and developed post transition to live/production environment.
• Working with the IT Services operational teams to understand and define their IT support requirements.
• Time spent: 40%

EARLY LIFE SUPPORT

• Act as a primary contact point between the project teams and the support teams for the transition of new services, with an aim to minimise ongoing support costs and maximising knowledge transfer.
• Agree an Early Life Support plan with the project team and monitor progress against that plan, accepting the service into business as usual once service stability has been proven and agreed.
• Work closely with the Service Desk to capture at first hand any unexpected issues along with further knowledge or training requirements.
• Where possible, capture user experience and satisfaction with the service and take appropriate remedial action where necessary.
• Time spent: 20%

CONTINUAL SERVICE IMPROVEMENT

• Working closely with the Service Delivery Manager to define and review metrics relating to early life support of newly on boarded services. Identifying issues, root causes and liaising with the relevant teams to own such issues through to resolution.
• Working with the Service Desk Manager, identify opportunities for simplifying the support processes and enhancing the user experience for new and existing services, e.g. improving workflows, identifying opportunities for automation and self-service.
• Work with the Service Management Team and the Service Delivery Manager for Support to continuously review and improve the existing Service Transition framework that encompasses all the requirements for a service handover.
• Time spent: 10%

PROJECTS & DEMAND MANAGEMENT

• Take a cross-sectional lead on the use of the IT Services demand management tool (Clarity), validating resource allocation against projects and business as usual activity and providing guidance to others in the products use. In conjunction with the Project Office, generate meaningful reports that allow prioritisation decisions to be taken and prevent resource over commitment.
• The role will need a full understanding of the IT services project methodology and will act in an advisory capacity to staff in the section on relevant document completion, project acceptance and subsequent project governance.
• Time spent: 20%

 
PLANNING

• Attend meetings e.g. Project Advisory Committee (PAC), Change Advisory Board (CAB), Problem Review Board (PRB) and Service Management Group (SMG) as may be required in support of project steering, Service Design and Transition and Service Improvement.
• Time spent: 10%

MISCELLANEOUS DUTIES

• To undertake other duties as may be required from time to time in furtherance of the work of IT Services.
• Time spent: Ad Hoc
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Person Specification

KNOWLEDGE

• A demonstrable understanding of ITIL Service Management processes and procedures are a necessity.
• A broad background in IT, covering IT support, business continuity and Information security.
• Knowledge of Higher Education in general and its environment.
• Knowledge of Service-Now or other ITIL based Service management tools.

SKILLS

• A strong customer service orientation, clearly identifying user requirements and demonstrating the ability to negotiate, influence and resolve conflict with both internal and external customers where appropriate.

• Excellent communication skills, both written and verbal demonstrating the ability to

  • Communicate confidently at senior levels within the organisation.

  • Express ideas coherently through a variety of media to large audiences.

  • Excellent business writing, presenting and facilitation skills.

  • Motivate staff and provide clear direction with respect to requirements and expectations.

• The ability to proactively identify areas for improvement.

• The ability to effectively plan, prioritise and schedule workloads in the face of conflicting demands.

• The ability to work effectively as a member of a team towards quality service goals and deadlines.

QUALIFICATIONS

• A-Levels, and a minimum of five GCSEs (grade C or above) essential, including Maths and English

• ITIL qualifications with a minimum of ITIL v3 Foundation and ideally ITIL Practitioner or an intermediary qualification.

• A computing related certification e.g. MCP/MCSE or other industry recognised IT qualifications would be advantageous.

EXPERIENCE

• Significant experience in a large scale, complex computing environment, including day-to-day operational support of services.

• Experience or exposure to project management methodologies (such as PRINCE or APM)

• Demonstrable experience in managing individuals or small IT support teams and/or leading activity within teams to ensure the successful delivery of small and medium scale IT projects.

• Experience or exposure to continuous service/process improvement approaches (such as LEAN) would be advantageous.