Overview

Position Title: IT & Network Service Manager

Company: UK Home Office

Location: Plymouth, UK

Job Description:

This role offers you the opportunity to join an exciting, fast-paced environment working hard to deliver ministerial commitments for the benefit of the public. As a IT & Network Service Manager, you will liaise with senior internal and third-party stakeholders who are involved in some of the most cutting-edge skills and topics within information technology.

As an IT & Network Service Manager, responsible primarily for Service Asset and Configuration Management (SACM) of the end-to-end service-wrap for ESN devices, you will have a strong background and level of experience in IT Service Management, preferably with telecoms experience, enjoy working in a fast-paced environment and be proactive and adaptable. Using your strong knowledge and expertise of Service Management, you will effectively influence change within one of the largest government organisations and have the opportunity to manage national critical services.

Responsibilities:

  • managing internal IT service functions and external supplier performance in the interest of the customer
  • developing and management of the device order fulfilment process for the ESN programme
  • identifying and leading initiatives to drive continuous improvement across customer services, whilst protecting the integrity of existing services
  • using your experience of stakeholder management to effectively communicate and collaborate with non-technical and technical stakeholders, third party and internal suppliers across government teams to ensure alignment
  • monitoring the day to day performance of the ESN device suppliers to ensure they are operating to agreed SLAs
    ensuring that the customer receives the highest level of service from the Services teams and managed suppliers
    identifying, managing and escalating service risks appropriately

Requirements:

  • working independently and being self-motivated and organised
  • maintaining secure configuration and accurate information, controlling IT assets in one or more significant areas, and verifying location and state of assets
  • understanding IT & Network Service Management and agile methodologies and models
  • understanding of Lean, Agile and DevOps principles within a Product-centric delivery model
  • using commercial agreements to manage suppliers and ensure that we get the most out of the contract in order to deliver value
  • using your understanding of the different communication channels and formats to effectively engage with various audiences, adapting your approach where required
  • understanding how your current work fits into broader Enterprise Services contexts and strategies so that deeper underlying problems and opportunities can be identified
  • experience of IT & Network technologies in the Telecoms arena
  • leading and directing teams to enable the day-to-day delivery of products/services
  • A solid understanding of device management and order fulfilment processes including Service Asset and Configuration Management (SACM)
  • driving continual service improvements through the measurement and challenge of services and processes, tools and capability
  • producing relevant reports in a standard format in an agreed timeframe
  • managing suppliers to SLAs where they are in place

About UK Home Office

At the Home Office, we help to ensure that the country is safe and secure. We’ve been looking after UK citizens since 1782.