The Infected Blood Compensation Authority (IBCA) is a new arm’s-length body which is being set up, at unprecedented pace, to administer compensation to people whose lives have been impacted by the infected blood scandal. Are you driven and ready for an exciting opportunity which will make a real impact? This is a challenging and fulfilling role that requires pace, impact, sensitivity, and compassion. The multidisciplinary teams within IBCA’s Digital Service Directorate are organised around delivering our mission and priorities:
* To create a user-centred, empathetic end-to-end service at the heart of IBCA;
* To provide the means of paying compensation to those eligible;
* To iterate our service through starting small and scaling fast, through a test and learn approach.
A rare opportunity to build and lead IT Service Management across a public service making a real difference. Joining IBCA early in the service lifecycle allows the Lead IT Service Manager to influence support model decisions, build capability, and use industry best practices to deliver the service management strategy.
IBCA’s Lead IT Service Manager will be responsible for setting the vision and strategy for service management, ensuring processes are owned and continually improving.
You will be responsible for service management across the full platform, including; public and internal facing digital products, data, and multiple channels.
You will ensure service availability, performance and process maturity is managed to meet IBCA’s requirements and user needs, and understood by the appropriate stakeholders.
A key part of this role will be to ensure that the live support teams are set up to underpin mission critical services, and processes suitably enable end to end service maintenance.
To be successful, you will also need to collaborate effectively in a fast paced, transparent, multi-discipline environment.
You will be an ITIL Practitioner, or hold equivalent expert experience of leading an IT Service Management function in an agile, multi-disciplinary organisation.
Responsibilities
* Own the IT Service Management model for the IBCA service;
* Build the Service Management capability and lead the community of practice;
* Look for opportunities to collaborate and improve processes, communicating with both technical and nontechnical people;
* Assure service and system quality, by leading continuous improvement forums;
* Manage configuration management for IBCA, ensuring value for end users and adherence to policies;
* Lead investigative work into problems and opportunities in existing processes;
* Lead and develop a team of experts to deliver service improvements;
* Implement industry best practices for service management into numerous environments;
* Facilitate service discussions across high risk and complex areas under constrained timelines.
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