IT Service Manager - Home Based

The UK Health Security Agency (UKHSA) has been set up to provide health security for the nation by protecting from infectious disease and external hazards. It will take action to mitigate threats to health before they materialise. UKHSA will be a trusted source of advice to government and to the public.

The Service Manager is the internal coordinator and champion for the organisation’s offering of services to the wider UKHSA community and to external customers.

Home based with approximately 1 day a month in the office - Office Location 17 Smith Square, Westminster, London, SW1P 3JR

• Own and manage end to end Service Management and any related service management documentation (Service management Plan, Service Catalogue etc)
• Be the single point of contact for service escalations, ensuring that all service issues raised are appropriately managed, tracked and communicated.
• Support the development, implementation and continual improvement of the Service Strategy on behalf of Leadership.
• Develop, agree and manage action plans in response to stakeholder feedback to ensure customer satisfaction with the quality of service provision.
• Be the interface with IT with reference to the Service Management tool (ServiceNow) for any future developments or improvements to Services.
• Oversee and ensure business expectations are appropriately set, and are met, and take responsibility for corrective actions where non-conformance is identified.
• Identify and input to improvements to service and customer experience as part of Continuous Service Improvement (CSI).
• Identify, and highlight to management, risks that could seriously affect services.
• Work in a complex environment in which stakeholders’ views are diverse and challenging; the post holder will need to engage in negotiation and diplomacy
• Act as subject matter expert for Service Management, providing knowledge and expertise to the team where appropriate and communicating priorities, objectives and key activities effectively.
• Participate in the service review processes, when required by the Service Owners, to articulate specific service feedback, utilisation, issues and satisfaction.
• Ensure the organisation delivers services to expected levels that are designated by Leadership and agreed in the Service Strategy and Service Management Plan

Essential Criteria

• Ability to positively influence and persuade others (often challenging audiences at all levels where there may be resistance to change) to take a specific course of action by integrating logic, emotion, and information to construct complex yet persuasive arguments
• Excellent negotiation, influencing and problem resolution skills
• Strong verbal and written communication skills
• Serve as a role model by demonstrating a commitment to high performance standards, workplace diversity and driving results
• Acting at a level within the organisation as required by leadership; it is expected that the post holder will develop and maintain relationships with peers and stakeholders both internally and externally
• Demonstrates a strong business relationship management track-record having worked at a appropriate level for at least 3 years
• Experience of using automated systems to support specific business functions or processes as well as an understanding of Service Management toolsets (i.e. ServiceNow)
• Experience of delivering reports to a designated reporting cycle
• Experience of communicating information to business units, senior stakeholders and the wider customer community
• Experience of identifying new and alternative improved approaches to performing activities.
• ITSM related certification e.g. ITIL, ServiceNow etc.

Desirable Criteria

• Knowledge of information governance and information management, or willingness to learn
• Experience of working in a government department
• Experience of working in an agile project delivery environment