Service Manager

Service Manager

Stevenage

Up to £455 per day (Umbrella only)

Contract until April 2021

This role exists to manage the provisioning of IT support services for a portfolio of IT applications or services and to manage the staff required (globally/locally) to achieve this. This is focused on appropriate pro-active application lifecycle management. This role manages the execution of processes for the management of Incident, Problem, Service Requests, and Change management for the portfolio of applications managed within the allocated Service Line. The primary goal is to ensure that the levels of IT service delivery are achieved both for existing and new services in accordance with the agreed targets. The role will help develop and implement strategies to simplify the operating environment and lower the total cost of ownership of assigned services in partnership with the IT Business Partner Groups. So this role will focus on IT Service strategy, design, transition and operations.

Key Responsibilities:

The IT Service Manager will be responsible for developing and managing a team IT supplier for the day to day support, compliance, maintenance, lifecycle management and planning of 10 to 20 production business applications used within their service area and ensuring the support strategy is in alignment with the overall IT and business direction.

The manager will be working and interacting directly with all IT groups (IT Business Partners, business owners/users, external product vendors, data vendors, other support services in GSK and offshore support suppliers; monitoring service levels, and conducting service reviews with all areas. Responsible for identification and execution of service improvements n the day to day operations . The manager will be responsible for the management and remediation of any audit or compliance findings per GSK standards (Sarbox, WADs, Security, GxP, etc) and execution of routine testing of agreed IT Continuity Plans.

• Serve as point of contact for service operations performance with the IT Business Partner and IT Delivery teams.

• Agree, monitor, measure, report and review the level of IT services provided

• Monitor service performance against SLAs and produce service reports

• Determine, document requirements for new services and produce Service Level Requirements as directed by the IT Service Lead

• Ensuring agreed transition processes and schedules are followed to ensure successful introduction of new services or versions of existing services and reporting with status updates regularly

• Responsible for ensuring that the GSK Standard Processes are applied and adhered to including embedding and adopting standard ways of working in accordance with AS Quality Risk and Compliance policies.

• Will manage the team in the elimination of support and maintenance costs associated with assets by decommissioning, or consolidating similar products.

• Negotiate with relevant parties in respect of disruptions & major amendments to the provision of services.

• Ensure Service Delivery meets agreed targets and prepare proposals to meet forecasted changes in the level or type of service

• Liaison with vendors to ensure support services is maintained.

• Providing coaching, mentoring, and guidance to the staff (When required).

• Review the technical proposals for IT service provided by the IT supplier.

• Work with staff to ensure that skills and knowledge requirements are met within the team.

Required Skills:

• Demonstrated experience of successfully managing supplier resources

• Demonstrated success in Managing IT services and projects to meet the needs of business within agreed SLAs, time and budget.

• Demonstrated up to date knowledge of service operations policies, processes, procedures for service delivery, and reporting procedures. In particular the applications and continuous improvement of ITIL processes.

• Demonstrates an understanding of service definition and process improvement methodologies

• Can demonstrate client management skills having the ability to drive outcomes & manage client expectations

• Good understanding of business area strategic goals, processes and workflow, and of the IT tools deployed in support.

• Is familiar with the concepts, standards, technology, tools, processes, procedures, hardware, software and services in use for delivering information services.

• Excellent communication and presentation skills with the capability to listen and influence stakeholders at all Levels

• Has the ability to make appropriate technical decisions, initiating action to resolve operational issues.

• Sound knowledge of technical aspects in Business Analytics

• In-depth knowledge in some of the application & development platform used for the BI Solution landscape. Tool sets like Azure, power BI, other BI ETL tools like Datastage, Oracle DBs, SQL DBs, Cognos and Qlikview reporting tools

• Fully understand & ensures compliance with IT guidelines for system development, implementation and system security

• Analytical and Service Improvement Techniques

• Previous experience in application management, operations, and/or support including knowledge and experience of Incident, Problem ,Change Management and Service Transition

• Strong communication and influencing skills, sufficient to build and maintain trust during times of service outage.

• Provide out-of-hours support if required to support and guide the team to restore the services

• Ability to support global applications and travel if necessary

• Ability to multi task, manage and handle multiple service projects simultaneously and to the schedule

• Provide technical management of the service within the guidelines defined by the Technical Lead/Service Owner

• Ensure working relationship and close coordination with offshore/outsourced project and support staff and other stakeholders

All profiles will be reviewed against the required skills and experience. Due to the high number of applications we will only be able to respond to successful applicants in the first instance. We thank you for your interest and the time taken to apply!

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Who will I be working with?

http://www.gsk.com/en-gb/careers/meet-our-people/

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