IT Service Operations Manager
Duration – Permanent
£39,000 per annum plus additional benefits
Do you thrive in a challenging environment and actively seek solutions? Do you want to be part of a newly created team to deliver a quality service and drive improvements?
We are currently recruiting for the position of IT Service Operations Manager to join our newly established Corporate Services Directorate, which consists of three Departments: Finance, Digital Data and Technology (DDaT) and People.
This role will be essential in supporting the Corporate Services Departments in becoming more strategic, proactive, efficient, and effective in how they operate and the support they provide, allowing the GLAA to prosper and deliver on its strategic priorities.
This is an exciting time to join GLAA’s IT team. GLAA is in the process of developing a roadmap to replace its core business systems.
You will have a fantastic opportunity to contribute to and implement GLAA’s Digital and Data Strategy. We will be undertaking discovery work in the Spring of 2024, with digital programmes due to commence in the Autumn of 2024. You will operate with the guidance of the Home Office Technology strategy and Government Digital Service’s service manual and TCOP, to redesign how GLAA delivers its work and influence how new technologies can improve operational processes.
As the IT Service Operations Manager, it will be your role to protect live services. You will be responsible for the performance of key functions that support GLAA’s Digital and Data Strategy. This is a highly visible role with the successful candidate required to undertake key activities associated with Service Management.
As the IT Service Operations Manager, you will:
- Contribute to the proactive application management of all GLAA systems and applications.
- Be accountable for establishing and maintaining effective processes and capability for ongoing application maintenance and support for new and existing applications.
- Ensuring all change is managed in accordance with appropriate governance including where required, communication and implementation of change.
- Ensure comprehensive documentation of configurations, releases, and changes, facilitating knowledge transfer within the team and contributing to the overall knowledge management strategy.
- Lead on the development of an asset management strategy that supports the business requirements of GLAA.
- Assess and monitor adherence to asset policies, procedures and processes within the team, whilst being a conduit for asset related requirements, business activity reports and forecasts.
- Ensure audit compliance is observed for GLAA’s IT assets by adopting appropriate inventory management, procurement, and fulfilment processes. Collaborating with management to ensure purchasing effectiveness and resolve purchasing issues.
- Ensure the implementation and maintenance of robust configuration management processes for corporate systems to ensure systematic control of configuration items and adherence to standards.
- Meet regularly with stakeholders to assess the status of assets in use, their current and future requirements, identify any operational risks and progress mutual goals whilst fostering and maintaining positive stakeholder relationships.
- Collaborate with Directorates to foster a culture of continuous service improvement and identify opportunities for service improvements and defining relevant costs.
- Managing the resolution of problems in line with target timescales working with expert users, suppliers and the Home Office (who provide the GLAA ICT infrastructure and service management support).
- Lead responsibility for the GLAA Cyber Security Strategy.
- Lead the IT service management function using established service management processes, procedures and policies to resolve incidents & problems and escalating where appropriate to relevant IT service functions.
- Represent the GLAA IT service management function with the business at a senior level for any live incidents or issues and act as an escalation point for business stakeholders.
- Manage the service delivery of Information and Communication Technology (ICT) services; providing critical end to end service integration focus, working with suppliers, internal teams, and customers to reduce process friction and ensure effective service delivery.
- Contribute to the development and delivery of the GLAA DDAT strategy.
- Establish and maintain up-to-date IT delivery plans, identifying and managing milestones.
- Reviewing the costs of IT Services received and provided to ensure they are efficient and effective and provide value for money.
We are currently underrepresented by female, transgender, non binary, ethnic minority and disabled colleagues, and are keen to change this, so welcome applications from all parts of the communities we serve.
Find out more about this role on the Civil Service website.
Apply before 11:55 am on Friday 19th July 2024