Connecting Talent to opportunity

Connecting Talent to opportunity

IT Service Manager (Crown Hosting)

Expired

Job Description:

Background

 

Revenue & Customs Digital Technology Services (RCDTS) are working alongside HM Revenue & Customs (HMRC) and embarking on an ambitious and challenging digital transformation programme which will result in HMRC becoming one of the most digitally advanced tax authorities in the world.

 

RCDTS was set up in 2015 as a subsidiary of HMRC’s Chief Digital & Information Officer Group and has one of the largest customer bases in the world.

Our role sits within Chief Digital & Information Group (CDIO), we’re increasingly delivering in-house through our growing network of digital delivery centres – hi-tech, state-of-the-art facilities across the UK.

 

We’re removing our dependence on data centres, as we increasingly virtualise our estate. We’re fundamentally restructuring the way we look after our IT and the way we work with partners across our ecosystem. But it’s not just about the tech. We’re building a deep understanding of our customers, working in agile ways, and implementing a DevOps approach.

We focus on our people, with clearly defined career pathways that are rewarding, fulfilling and achievable. We have flexible ways of working to help everyone manage their own work/life balance. And we’re creating an authentically diverse and inclusive workplace where everyone feels able to bring their whole self to work.

 

The Team

This role sits within a wider Enterprise Cloud Services (ECS) team that is transforming and expanding to enhance its HMRC Cloud Centre of Excellence offering. It is a diverse team of around 80+ individuals, creating a dynamic and inclusive working environment. Covering Cloud Service Design, Development, Operation and Governance.

ECS Crown Hosting provides a private cloud and an on-premise capability to host those services that are unsuitable for immediate off-premise hosting on public cloud platforms. Multiple services, including many critical national services, are migrating from old data centres that are being retired to the ECS Crown Hosting facilities.

Crown Hosting Data Centres Limited is a joint venture between Ark Data Centres and the Cabinet Office. It is designed to centralise UK Government traditional IT service into a consistent, secure, resilient, and efficient standard model of data centre consumption under a common and established lower priced consumption framework.

Role & Responsibilities

This role is aligned to the DDaT framework where it is entitled IT Service Manager.

You will be working in the Service Management area within the Crown Hosting Team.  As the Service Delivery Manager you will support the tasks for service management across platforms and services to ensure service availability, performance and process maturity across this landscape.

This role also encapsulates the Service Manager responsibilities end to end.  The role will be focused on delivering a service that meets all the SLAs in place for the services in a defined area including all the associated KPIs, alongside taking accountability for the Service Management functions of the end to end service.

As an ideal candidate you will be customer-focused with a solid background in vendor / partner management.  You will be accustomed to developing IT processes and have a good understanding of ITIL frameworks. The ideal candidate will be professional and persuasive, with the ability to build effective relationships quickly.

 

Main Responsibilities of the IT Service Manager are:

  • work within ITSLAs
  • support functions and to remain responsive to customer needs, being aware of the business needs and impact on service
  • Highlight/escalate issues as appropriate to Service Delivery Manager
  • Issues and Risks are escalated to and dealt with at the correct level
  • all technical change is communicated and managed, with appropriate governance
  • identify improvement opportunities     

 

 

Requirements

 

Essential Skills / Knowledge / Experience

  • Service management, understanding of SLA’s, OLA’s, service availability, capacity management, managing outages through to rapid recovery
  • Experience of delivering operational / service improvements
  • Experience of building and managing third parties to deliver services / products
  • ITIL Foundation or Service Management qualifications or willingness to attend qualifications in this area

Desirable Skills / Knowledge / Experience

  • Knowledge of the business, end user community, support teams, core delivery functions, awareness of products and tools used by support teams, awareness of technical infrastructure, third party support contracts for products.
  • Experience of managing incidents and problems
  • Experience of working with a change management framework
  • Experience / knowledge of virtualisation and cloud technologies and ways of working
  • Experience of work in or with Agile development teams