Beschreibung
INSIDE IR35
UP TO £475
The role holder will lead and manage a team of Service Level Managers and Service Analysts to ensure the operational performance of BCS Services are delivered against defined SLAs. Risks need to be identified, managed and reported using operational dashboards. The mitigating controls and verification processes need to be identified, agreed, documented and published. Associated issues and actions need to be tracked and executed.
The role holder will manage the finances and Business Continuity Management relating to the service. They will own and maintain relationships with key internal and external suppliers, as well as building strong relationships with Senior leaders across GTIS and the Business community.
The role holder will actively coordinate technical, service performance and service operations resource across BCS and GTIS to ensure and achieve optimum service performance. They will act as the principal point of business contact and facilitate widespread adoption of best practices of one of more Services within BCS.
The Service Management function are accountable for the Cost, Risk and Performance of all BCS services, this role plays a significant part in ensuring the appropriate service management is in place.
Stakeholder Management and Leadership
o Able to influence and convince others of the merits of a strategic direction, when faced with resistance to change. Does this by being persuasive, reasoned and factual.
o Lead and be the 'face' of the Service
o Define and influence the strategy to the service offering.
o Passionate about opportunities to drive change for the better.
o Challenges established norms and ways of working when they are wasteful, complex or inward-looking.
o Honest and approachable, will act with integrity when dealing with challenging situations.
o Confident and comfortable with people of all levels of seniority.
o Takes time to build close relationships and establishes strong links with stakeholders.
Decision-making and Problem Solving
o Proven ability to plan and execute on an enterprise scale
o Pragmatic and analytical in approaching problems at any scale; solutions should be tailored to the most important constraints and opportunities.
o Can manage multiple data streams simultaneously; able to judge when and how to get into selective detail to evaluate progress or mitigate risks.
o Ensures full and comprehensive stakeholder engagement, both through formal channels and informally when more appropriate.
o Accountable for service improvement planning.
o Implement automated tools for data gathering, analysis and reporting, optimising data collection processes.
o Establishes the Business drivers and strategy behind any problems and use this to anticipate Business needs for technology solutions and services.
o Successfully deliver the committed demand for service growth and expansions.
o Effectively engage client and supplier stakeholders for service delivery and day to day service performance.
o Collate and publicise management information for the Service.
o Manage commercial negotiations for the agreement of target supplier contracts.
Risk and Control Objective
Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal policies and policy standards.
Person Specification
o Clear and unambiguous in all team interactions. Articulates expectations of others clearly.
o Can manage teams across organisational and geographical boundaries; creates clear accountabilities to enable effective delegation.
o Able to lend structure to ambiguity and uncertainty in communications with others
o Can plan, forecast and manage headcount and spend, for run and change activity.
o Experienced recruiter and interviewer; able to define and evaluate roles and their requirements.
o Nurtures others by encouraging and rewarding innovation.
o Provides continuous feedback, both positive and where called for, constructive.
o Encourages behavioural change by example
o Open to, and encourages, criticism at all times with subordinates, peers and seniors.
o Prioritises the aspirations of team members; fosters an environment in which they can mature and develop to realise them.
Essential Skills/Basic Qualifications:
o Essential qualifications/experience
o Conversant with service management and delivery best practices (eg ITIL).
o Organisational awareness and understanding of how service stability can be maximised through leveraging technology and process.
o Clear articulation of IT structure and functions and the services and product set that make up a Network.
o Deep understanding of the internal and external environment related to own IT department/function:
o Can identify the specific functions and responsibilities and key customers and relationships of own IT department/function
o Can describe rationale for major IT initiatives and identify major IT issues
o Able to identify, interpret and apply policies and standards
o Ownership and management of service budgets and cost profile
o Experience of commercial negotiations and defining service strategy
Desirable skills/Preferred Qualifications:
o Banking/financial services experience
o Programme/Project Management qualification (or other certification in structured methods)
o Certified at ITIL Foundation level and Service Level Management