Job title : Service Manager
Location: Sailsbury (100% office based)
Type : Contract role (Inside IR35)
Job Description:
Your role The responsibilities of the Availability & Capacity Manager include, but are not limited to
* Acting as the owner of Capacity Management, Availability & Demand Processes
* Oversee and ensure adherence to policies, handling all related activities efficiently.
* Capacity Planning and Forecasting
* Establish and maintain plans for current and future demands, track IT resource usage, and forecast needs considering service level agreements and other performance requirements.
* Working closely with the Digital Partnership monitoring teams, promptly identify capacity issues, provide capacity/availability trending information to allow for effective forecasting. Stakeholder Collaboration:
* Act as a subject matter expert for capacity and availability related issues, collaborate with other Service Management departments, and ensure stakeholder resources are identified and coached.
* Performance Improvement: Assess incidents and problems, implement appropriate capacity IT changes to enhance performance, and ensure service levels are met.
* Develop and propose scenarios for addressing capacity constraints and define associated costs, risks, and benefits of each.
* Reporting and Relationship Management:
* Produce high-quality reports and manage associated actions, maintain and improve
* Problem Management documentation, build effective working relationships with customers and suppliers, and lead operational and management-oriented meetings.
* You can bring your whole self to work.
* We have built an inclusive and welcoming environment for everyone.
* Your skills and experience Ability to develop training material, schedule and facilitate training sessions for internal and external resources, mentoring skills.
* ITIL V4 Foundation certification required, further ITIL certifications are desired Decent knowledge of computer systems, integration, and architecture concepts
* Experience in various analytical/reporting techniques supported by understanding of statistics and quality management concepts.
* Understanding of cross systems interrelations in context of the global business process
* Understanding of Service Management Framework Quality documentation and report writing ability
* General management skills (time management, communication skills and staff management), experience of managing meetings, and problem-solving skills desired
* Experience of working with 3rd parties