We are working with a local authority who are looking for a Service Manager – Digital and Technology who will be responsible for ensuring that digital and technology services meet business need and agreed levels of service.
This role will be the client-side lead for the Authority's main ICT contract and other digital and technology service providers. You will ensure that all Authority staff have the right technology and services to carry out their roles effectively.
Location: Southwest based Local Authority
Set-up: 2 days per week on site required, 3 days working remotely
Rate: £550 per day via umbrella, inside IR35
Duration: 3-month initial contract, likely extension
Hours: Full-time position
The work will include:
- Work with project teams to set up appropriate service management arrangements that meet business needs and objectives of the project, identifying and resolving service-related issues, and managing service delivery across multiple stakeholders
- Major focus will be on defining and implementing the service management framework to support two key transport projects delivering against Council priorities
- Line management of appropriate service role(s)
- Define and implement the service management framework for the Mobility as a Service and Transport Data Hub project
- Set, monitor, and regularly review service standards, ensuring digital and technology services are fit for purpose and meet business and user needs
- Develop and maintain the service catalogue and Service Level Agreements (SLAs) to ensure that services are delivered to the required standard
- Monitor service performance against SLAs and key performance indicators (KPIs), leading performance meetings, and working with providers and internal teams to identify service improvements
- Plan and implement service improvements, including identifying areas for improvement and working with stakeholders to implement solutions
- Collaborate internally and with other teams, such as the data, cyber and information governance roles, to ensure the service is secure and compliant with regulatory standards
Qualifications and Education:
- Relevant professional qualifications or certifications eg ITSM frameworks
- In-depth knowledge of service management frameworks, processes, and best practices
- Proven work experience as a Service Manager or a similar role, with experience in service management for software systems
- Experience with managing service delivery across multiple stakeholders
- Experience working in a Microsoft 365/Azure estate
- Experience working with a range of suppliers, partners, managed service providers and SaaS services
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