IT Service Manager

Snr IT Servicer Manager | 12 Month Contract | (Inside IR35) | Hybrid, Edinburgh| Starting ASAP

Day Rate: £DOE

About the role:

This role will establish and oversee the support provision for part of the clients Oracle Cloud platform, initial focusing on the supporting launch of a new benefit payment solution, quickly widening out to the development and day to day running of the existing platform support model.

You will be responsible for ensuring robust processes and SLAs are in place to ensure critical business processes are not disrupted, overseeing and reporting performance across multiple internal and supplier teams, quickly addressing any problems.

You will also be responsible for defining service level agreements (SLAs) and operational level agreements (OLAs) across all relevant business functions.

You will:

• Manage a fully functioning multi-sourced service support team with a customer-centric support approach across multiple locations, focused on service availability and performance
• Ensure that all service and support functions remain responsive to customer needs
• Ensure that the service catalogue and wider it service operations knowledge library are maintained
• Ensure that adequate reporting and service standards are met for your specific service
• Ensure that all technical change is communicated and managed, with appropriate governance
• Ensure that a programme of continual service improvement is put in place across the wider service delivery function

Main Duties

• Manage configuration items, related information, service compliance and risks.
• Ensure compliance with asset management policy and governance.
• Lead investigative work into problems and opportunities in existing processes
• Lead the collection of information and creation of recommendations for improvements
• Absorb large amounts of conflicting information and use it to produce solutions
• Using evidence based decision making, analyse current processes, and identify and implement continuous service improvement activities to optimise and improve.
• Lead and develop a team of experts to deliver service improvements
• Help to evaluate and establish requirements for the implementation of changes by setting policy and standards
• Take accountability for issues that occur and be proactive in searching for potential problems
• Deliver measurable user outcomes
• See the bigger picture by taking groups of services and investigating how to get the best of underlying services
• Demonstrate knowledge of the life cycle or capability elements of itil (information technology infrastructure library), or comparable itsm framework
• Be responsible for overall governance of the management of live services both through suppliers and in-house.
• Promote, implement and manage itil or relevant best practice for the management of all services to protect availability of service ie change enablement, problem management, incident management, business continuity.
• Use your data analytics skills to enhance business performance
• Influence stakeholders and manage relationships effectively
• Build long-term strategic relationships
• Facilitate and deliver business outcomes
• Define strategies and policies, providing guidance to others on working in the strategic context
• Evaluate current strategies to ensure business requirements are being met and exceeded where possible
• Understand the core technical concepts related to the role, and apply them with guidance
• Collaborate with user researchers and can represent users internally
• Explain the difference between user needs and the desires of the user
• Champion user research to focus on all users
• Prioritise and define approaches to understand the user story, guiding others in doing so
• Offer recommendations on the best tools and methods to use

Essential Criteria

• Experience establishing and managing an Oracle Fusion/OCI support team in a complex, high transaction volume environment.
• Experience overseeing the day-to-day relationship with and performance monitoring of Oracle support and third party managed service providers.
• Experience establishing effective support processes, SLAs, and performance reporting.

This role has been deemed Inside IR35 by the client. Applicants must hold, or be happy to apply for, a valid Basic Disclosure Scotland. Please click the link to apply.