Role: IT Service Operations Manager
Rate: £585/day (Outside IR35)
Duration: Initial 3 Month Contract
Location: London (Hybrid working model available).
Start Date: ASAP
IT Service Operations Manager needed for our London based key banking client - contract role based in London (remote/onsite working).
The objective of the Assignment is for the Consultant is to ensure a proactive, omniscient, risk based approach to the delivery of IT Service Operations by the IT ecosystem to the client's End Users. The primary function is to ensure effective provision of the IT Services by working with technical, process and service teams in a coordinated manner to deliver effective and efficient service provision. As well as work with the IT technical, service, commercial, risk, performance and ITSM process teams to predict, prevent, promote and proactively reduce business impact through effective IT operations - reducing Mean Time To Resolution and reduction/ impact of Incidents. Also Manage third parties to deliver ITSM, SIAM, Service Desk & Desk Side Support services amongst other tasks.
The Consultant shall be required to provide documentation of all elements of the scoped works. The Consultant shall work as an integral part of the Service Management Team and will need to work closely with the Associate Director, Service Delivery & Management, as well as other mangers in the department.
Scope of Work:
To attend, provide oversight or lead daily Start of Day/ Healthcheck/ Stand Up calls, Operations Meetings, Major Incidents, Governance meetings, risk reviews and performance reviews
Represent IT SD&M in customer facing meetings, presenting on IT performance and improvements
To ensure the Third Party is effectively delivering, and where not establishing improvement plans to remediate performance concerns or escalating
To ensure the IT Operations relationship with Service Delivery & the business is actively managed to reduce business impact, and ensure business processes (e.g. JML) is actively managed by IT
To ensure the Service Desk & Desk Side supports are delivering great user first service, and promoting amongst the EcoSystem through the SIAM team
To own and act as the client's SME the Event, Incident, Major Incident, Request, Problem & Knowledge Processes and ensure it is promoted and adopted amongst the EcoSystem through the SIAM team
This role is intended to work alongside the ITSM, SIAM, Service Now and the client's Service Delivery & Management team and ensure a consistent approach in delivery
Where possible, this role will proactively manage issues before they occur or become material through active management of the activities delivered by technical teams, product teams and service teams
This role will continue to develop the skills and capabilities of the third party team through leading by example during heightened periods and, through coaching, mentoring and demonstrating what 'good' looks like
The role will also work with the SIAM ecosystem providers in the effective delivery of the service.
The role will be measured through a reduction in Incidents & reduction in time to resolve through the effective delivery of in scope functions and processes.
If this sounds of interest, please apply and we will be in touch regarding next steps.